Xbet Casino - Player unhappy with denied birthday bonus.

My issues is Related to a birthday bonus. I reached Out to X bet through customer support chat on their website on February 20th. The day of my birthday the first time probably around four p m . I simply asked if they had a birthday bonus.

The agent told me they would look into it, At one point asking if I wanted to casino or sports, and after probably ten minutes Was told I If I wanted to casino bonus, I would receive an email by 10 PM. Come 1030 I decided to message again. Because nothing had shown up. The agents ( CRYSTAL) Immediate response was to send me the attached screenshot showing the criteria for the birthday bonus. And simply stating if you didn't get it, You don't qualify. However, looking at the criteria. I know I do qualify. And the agent earlier told me I do. crystal v Was the agent I spoke with around 10:30 and was obviously in my point of View putting no effort into it. I asked for an explanation of why I meet all the criteria, But yet, I'm not getting it endshe had nothing for me. Finally I told her I wanted to speak with a supervisor which she argued with me for probably 10 minutes On transferring me. Finally I was transferred to fabian b and This agent was there soley to back what she said and put no effort into it as well. I told Fabian. I met all the criteria listed and the only reply I had was this was not all the criteria And told they cannot disclose all the criteria. I have attached are fabians, comments. And? The screenshot from the criteria the first agent sent me.

Dear austinenelson88,

Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.

Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice. If you haven't placed any bets using your last active deposit, you should be entitled to a full refund.

Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.

Best regards,

Petronela

If you do I completely understand. My complaint is more based on the casino standing by what they say. If they say If player Meets XYZ, then the player is entitled to the Privelege of B.

Another issue being, we all know how often things glitch for whatever reason, hats understandable. So if player reaches out to support and says hey I do infact meet XYZ as stated, the normal response would be " okay let me review the players account and if that is the case I'll take a look into it and AT LEAST try to find out why it was automatically applied. Then when speaking with the supervisor , his reply is clearly based on um backing my team member No matter what and not spending 1 second looking for explanation as of the system is incapable of error. And stating what im almost certain to be a lie is " we cannot disclose all the criteria ". Is poor customer service.

Again. I understand of you must reject it I was more hoping in possibly if you made contact that maybe your influence would att thee least get me an explanation and possibly my bonus.

The explanation would be enough to me to edit my complaint to a sidenote the only criteria I cannot garuntee I meet is is my acount in good standing. I have no reason to think it wouldn't be I've deposited with the last week, but xbet should be aware I cannot deposit again Not knowing if the would reject any withdrawl and claim my acount isn't in good standing.

In any case I appreciate your time and respect your decision.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.