What's the SLA?
This is the SLA for Docs.
what is 4 hours
This amount constitutes as a Casino big win.
What is $50,000 or more.
This is the procedure when refunding more than 15 transactions on a single account, $1000 on a single, or any transaction less than $20 without an account balance.
What is getting Team Lead/Team Manager Approval
How do we Revert an Email to CS?
What is 1. Open email >> Use Macro “Accept Ticket” >> Submit as Open
2. Add a resolution/message via the internal note
3. Use Macro “Revert Escalation/Assign to – L1”
4. Submit as Open
You can see NV bets on Jarvis.
Nah Fam / False. You see this on CSM.
This is the SLA for Risk alerts.
What is 8 hours?
This amount constitutes as a Poker big win.
What is $50,000 or more.
This is the procedure when you find device sharing with 1 other person and no other risk concerns are observed (Financial Sharing, shared email/bio, similar GP, Bonus Abuse, ETC.
What is do not suspend the account?
How do we Send an Outbound Email?
What is 1. Look up the player’s account via the search feature using their legal name or email address.
2. On their profile page select New Ticket
3. Use the macro “Record Contact – BetMGM ON – Record Outbound Email”
4. Add a Subject Line for the email
5. Add a summary via the internal note and Submit as Open
6. Confirm the category and handling
7. Apply Macro “Email – Email the customer” and compose the message
8. Submit as Solved
You can see account value for all states except NV on Preports.
Nah Fam / False. You will see this on Jarvis.
This is the SLA for Zendesk.
What is 4 hours?
This amount constitutes as a Sportsbook big win.
What is $100,000 or more.
This is the procedure when Updating Player's Email Address.
What is player must provide ID, SCID, Full name, DOB, last 4 of social, mailing address, Phone number, old email and new email.
How do we Send Outbound Email to Player who does not have a Zendesk Profile?
What is 1. Add a new ticket
2. Apply Macro “Record Contact >> Record an Outbound Email”
3. In the requester field select “Add User,” fill out their name and email address and select add
4. Add their account ID to the ticket field
5. Add a subject line for the outbound contact
6. Add a summary via the internal note and Submit as Open
7. Confirm the category and handling
8. Apply Macro “Email to customer”
9. Compose message
10. Submit as Solved
You are supposed to convert accounts on Jarvis.
Facts / True. Once this is fixed by IT.
This is the SLA for cage withdrawals.
What is 30 minutes?
This alert is triggered when a player attempts to use a Credit/Debit/Prepaid card that has previously been blocked for a being lost, stolen, or used fraudulently by the issuing bank of the card.
What is a Fraud Card alert?
This particular block is used to block the financial instrument for all users in the system.
What is Blue Block?
How do we Handling of chat escalations?
What is 1. Open Side Conversation >> Use Macro “Accept Ticket” >> Submit as Open
2. To reply to the player via email go to the original ticket by clicking "Side conversation from ticket #####" (do not accept the chat ticket, if it reopens with a chat - you would get the chat)
3. In the response field where you type a reply switch from messaging to email
4. Use macro “Email >> Send an email as a reply to the chat”
5. Compose email message
6. Set category, handling and quality
7. Submit as Solved
You block the financial instrument for only the one current player with 3rd party financials by using Red Block.
Facts / True.
This is the SLA for redeems.
what is 2 hours?
This alert is triggered when a deposits from a Bank Account fails more than 4 times in a row.
What is 5_CONSECUTIVE_FAILED_ACH_DEPOSIT
What are all the Risk checks that must be done on an account?
What is BIO Check, Account Age, Category Logs, Financial Overview, Deposits (All Transactions), Cards on File, paypal, and Bank accounts (in green section- EZ Cash Page) Withdrawals (Redeems) , All Alerts , Fraudscrub, Gameplay, Documents , Geocomply/ Kibana.
How do we Redact a Document?
What is 1. Open email >> Apply macro Accept the ticket >> Submit as Open
2. Download the image to your PC so it may be uploaded to the player’s account
1. Click on the three dots next to the player’s name in the email and select “Redact”
2. Scroll to the attachment in the email and mark the attachment for redaction
3. Select redact (nonreversible feature)- the attachment won’t be visible in the comm history
You need to create an auto block case in geocomply when a player is temporarily blocked.
Nah Fam / False. We need to create an auto block case in geocomply when a player is permanently blocked.