Email Communication
Web Message regarding an Account Specific Query
No Security Required
Three Examples of Non - Account Specific Queries
Acceptable Answers Include: Markets/Odds on Website - Payment Methods accepted - Offers on the Website - Verification Process - Events on the Website - Sports Rules
*Enhanced Security*
UN: philliesfan365 - Full Name: Mike Schmidt - DOB: 10/04/1992 - Address: 127 Horizon Lane Marlton, NJ 08053 - Email/Telephone: 856-867-5309
Nothing - All required details were provided.
The Three pieces of information needed to complete Standard Security
Full Name - Date of Birth - Telephone Number or Email Address
Email from Registered Email Address where Email Validation Status is Valid regarding Personal Details and Account Updates.
Enhanced Security Required
Two Examples of Security Concern Queries
Acceptable Answers Include: Sole Access - Suspected Underage/ Deceased Customer - Potentially Compromised - Disputed Login - Suspected Fraud
*Standard Security*
Full Name: Hannah - DOB: 11/26
Email/Telephone: gopackers11@gmail.com
The customer needs to provide their Last Name and their Birth Year.
The Five pieces of information needed to complete Enhanced Security
Email address or Username - Full Name - Date of Birth - Telephone Number - Full Residential Address
Responding to bet365 Initiated Email stating their account has been Potentially Compromised.
Enhanced Security Required
Three Examples of Bet - Specific Queries
Acceptable Answers Include: Has my bet settled? - when will my bet settle? - Why hasn't my bet settled? - My bet has settled incorrectly. - My bet should have Voided. - The player was hurt, will I get my money back?
*Enhanced Security UN:1z8a371813db43068c59a4c0545da38c *
Email: monopolywizard34@yahoo.com
Full Name: Eric Ried
DOB: 09/14/1999
Full Address: 1205 Candyland Road Atlantic City, NJ 08089
The customer needs to provide their Telephone number.
Three Examples of alternate information we can ask the customer to confirm if they cannot confirm security
Acceptable Answers can include: When they last used the account - The last action (bet placement, deposit, withdrawal, etc.) on the account - The last deposit/withdrawal amount - What product (such as Sports, Casino, Poker, etc.) they place bets on - Their average stake
Email from Registered Email Address where Email Validation Status is NOT Valid or TBC regarding a Bet Specific Query.
Bet Reference OR Standard Security Required
Two Examples of Account Specific Queries
Acceptable Answers Include: Where is my withdrawal? - Has my deposit gone through? - Is my account verified? - I can't place a bet. - I can't login. - Where are my Bonus Bets?
*Enhanced Security*
UN: allIdoisWin - Full Name: Edward Hussey - DOB: 12/25/1996 - Full Address: 116 Uno Drive - Telephone: 609-987-3456
The customer needs to provide the remaining part of their Residential Address (City, State, and Zip Code)
The customer confirms their DOB incorrectly twice when providing the requested security.
The account must be escalated to a Team Leader.
Email from a non-registered Email Address regarding a Non - Account Specific Query.
No Security Required
Three Examples of Personal Details and Account Update Queries
Acceptable Answers Include: Updating or confirming any personal or security information. - Updating or confirming any payment details. - Actioning any account reactivation or closures. - Updating any account preferences. -Increasing any player protection measures (deposit limits, reality checks, etc.). - Processing a deposit or withdrawal.
*Standard Security*
Full Name: Stephanie Johnson - Email: metsfan36@gmail.com - Telephone: 856-465-9987
The customer only needed to provide either their Email or Telephone Number. They are still required to provide their DOB.
The customer asks "Why do I need to provide this information?" when they are requested to confirm security.
"We treat the security of customer accounts very seriously and we therefore need to be satisfied that we are speaking with the account holder before discussing any personal information."