The player from Mexico experienced issues with a bonus that was promised by XSino Casino for 120 pesos but was not reflected in his account. When he contacted his agent, they denied the existence of the bonus and refused to honor it. The Complaints Team extended the response time for the player to provide additional information, but he did not respond to inquiries. As a result, the complaint was rejected due to lack of evidence and communication.
XSINO Casino - Player has not received his bonus.
Amount: Mex$120
XSINO Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
XSINO Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
I received an email from xsino casino stating that I had a bonus of 120 pesos, but it is not showing up in my account. When I contacted my agent, the response was negative, saying the bonus did not exist, and they refused to honor the 120 pesos bonus.
Automatic translation:
Public
Public
3 months ago
Dear Wicho664,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please send me the email with the bonus offer you received at veronika.l@casino.guru? Was it a free bonus, or a deposit bonus?
It's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.
If you're unable to activate this type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide specific bonuses to you.
Thank you in advance for your reply and understanding.
Best regards
Veronika
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3 months ago
Translation
It's free bonus
Automatic translation:
Public
Public
3 months ago
Have you checked if the bonus was sent from a valid email address belonging to a real casino representative? Please forward me the email with the bonus offer at veronika.l@casino.guru.
Have you contacted the agent in time to receive the bonus?
