Axecasino - The player's bonus was not added.

Hello guru , I'd playing in this casino for about 2 years but my component points is still 0. I'd played for over a thousands real money without bonus but the comp points still nothing. Their terms and condition to earn the points is by placing a bet $30 or more without bonus can earn the points. I have a lot of comp points in this casino but didn't add to my account. I spoke to a live chat too many times but they weren't able to help. I hope guru you can help me again.

Hello willie34,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Axecasino . Please allow me to ask you a few more question before we would move forward.

Did you ever receive the points since you are registered there? What did the casino say when you contacted them with this issue? Did you meet all the terms to receive the bonus?

Looking forward to your answer.

Regards,

Nick

Hello Nick... I'd never receive even a single points ever since..they have a different reason, the agent support told me I need to bet a $50 one time bet in a slot. Yes I'm I'd meet the terms and condition. Thank you Nick ..

Thank you willie34 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you so much ...

Hello casino guru.

Also the casino told me the price from the tournament is didn't added to my account, I am in a 2nd placed in the tournament. Although not yet finished but I'm sure I can get the price...and about my missing compoints they are not responding is I'm asked.😌😌😌

Hello willie34,

I have reviewed your case and will contact the casino to see if I can help. Before I do so, I would like to make sure I understand the situation correctly.

According to one of the screenshots you have provided, and also in the bonus terms and conditions of the casino website, the comp points are stated as 1 = 30USD/50CAD real money bets on slots:

Can you please confirm if you are using CAD in your casino account? I would also like to ask you to please supply more information regarding which tournament you have played, so I can ask the casino about the prizes.

Kind regards,

Adam

Hi Adam

Yes I am using cad currency and yes I did that bet amount in a slot. Or my bet is much more the required bet amount..about the ongoing tournaments I am in second placed but the support agent I can't receive those prices. I really feel treated unfair. I am playing here for almost two years and my account is fully verified.. I have $1500 and $5000 real money in my account but didn't get a compoints even 1 point. Thank you so much Adam in advance.

Thank you for clarifying the situation willie34.

We would like to invite Axecasino to join the conversation and participate in the resolution of this complaint.

Dear Axecasino,

Can you please provide any further information regarding the player's comp points and tournament prize?

Kind regards,

Adam

Hello willie34,

Thank you for reaching us, I'm sure we will be able to come to an agreement on this issue.

First of all, I should notice that the amount of your comp points is not 0, but 252. So, actually you are receiving them properly. Also, I can see from your account that you mostly play with deposit bonuses, meanwhile comp points are credited only on bets with real money. To sum up, I should say that after a detailed check of your account, we can conclude that all bonuses were credited correctly.

Thank you for your response, Axe Casino.

Dear willie34,

The casino states that your comp points have been added correctly, can you see this reflected in your account?

Kind regards,

Adam

Hello

Yes I have now my compoints for my played June 7th and all those points I did earn in one day June 7th..and that is the day my compoints started.. how about the compoints from previous month? I had $1500 real funds that time and also a $5000 real funds without any bonus but any single compoints I didn't receive. Thanks and sorry for any confusing about my grammar..

Dear Axe Casino,

Can you please clarify if the player is missing points from the previous month?

Thanks and kind regards,

Adam

Hello willie34!

Let me explain it.

The thing is that Axecasino launched a VIP program at the end of May. To be more precise, it started from May 28th. Also, all players were notified about it via email. So, the player can easily see this newsletter via checking email box. That's the only reason why real money bets for the previous months were not calculated.

Hope for your understanding!

Kind regards,

Axecasino

Dear willie34,

Please forgive my delay in responding. Is the explanation provided by the casino sufficient for you? Do you now consider the matter resolved?

Kind regards,

Adam

Dear willie34,

Please respond and confirm if you consider the matter to be resolved. Please be aware that if we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear willie34,

As we have not heard anything further from you, the complaint will now be rejected as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam