THE BIG 5
QUERY
I bet Patrick Mahomes for Anytime Touchdown and he threw 3 so why did you settle it as a loss?
Anytime Touchdown is rewarded to the player who physically crosses the goal line with the football.
Passing Touchdowns is a separate market.
Provide TWO Site Features for which you can direct a customer to view Terms and Conditions.
Cash Out
Same Game Parlay(+)
ListenToKristen8 contacts on Live Chat "Joel Farabee 100% scored a goal, just like the Flyers 100% should have never traded him. Why did my bet lose?!"
1. Raise as an SQ or SR?
2. Internal Chat or Side Conversation?
1. Settlement Query (SQ)
2. Internal Chat
The tool used to void bets.
Bet Slip Viewer
The UK uses the term Accumulator for this type of bet, and Bet Builder for this type.
Accumulator = Parlay
Bet Builder = Same Game Parlay
QUERY
Bryce Harper hit a double, walked twice, and stole 1 base. Will my bet for Bryce Harper over 2.5 Total Bases win?
NO
Walks and Steals do not count towards Total Bases; only bases recorded from hits. Bryce Harper finished with 2 total bases in this scenario.
Provide 2 reasons why a customer may not be able to Cash Out their bet.
1. Market is suspended (parlay bets have higher chance of market suspension due to multiple legs)
2. Customer is located in a different state from where bet was originally placed
3. Customer has Sports Restriction applied to account disallowing Cash Out feature
4. Bet placed with Bonus Bets (can only CO if amount is greater than BB stake amount)
Customer KarateKAYd contacts over email "I bet on my beloved E! L! G! S! E! S! to cover 5.5 and they flew on their way to a 28-21 victory!!! Why did my bet lose??"
1. Raise as an SQ or SR?
2. Internal Chat or Side Conversation?
1. Settlement Query (SQ)
2. Side Conversation (go birds)
PattyCake88 contacts on Live Chat regarding his unsettled bet for a game that hasn't started yet stating "The Phillies only know how to break my heart. Can you void my bet please?"
After confirming the event hasn't started, what will you advise the customer to do first?
Advise the customer to check if a Cash Out amount is currently being offered so that the customer can void the bet himself.
This type of bet allows a customer to make multiple selections from one event, combined with selections from separate events.
Same Game Parlay+ (SGP+)
QUERY
I bet on under 100.5 points to be scored in the 2nd half of the 76ers vs. Knicks game and there were only 98 points scored. My bet should have won. What could have caused this to lose?
Points scored in Overtime will count towards 2nd Half and 4th Quarter totals markets.
When resolving a cash out complaint, bets can be refunded in _____ if you do not see any member notes regarding a Cash Out a complaint from the previous _____ months.
CASH; SIX (6)
TerrificTommy365 on Live Chat says "My bet on Devin Hester should have won. The Bears game ended over an hour ago! What's the hold up?"
1. Raise as an SQ or SR?
2. Internal Chat or Side Conversation
1. Settlement Request (SR)
2. Side Conversation - SRs are never raised live
Advisors have authorization to void unsettled bets up to $______ and settled bets up to $______.
Unsettled = $250; Settled = $50
This type of bet is placed on a long-term outcome, such as a team winning a championship or a player earning a season-long award.
Future(s)
QUERY
I bet on Arsenal to beat Manchester City and they tied 1-1. Why isn't my bet voided?
The money line is a 3-way market in Soccer, where 'Tie' is an available selection. The bet would only void if this was a 2-way market where 'Tie' was not a possible outcome to select.
A Same Game Parlay will run at reduced odds when this occurs.
A player in the bet slip is ruled out before the game (due to injury, illness, or being scratched) therefore never enters the game.
For baseball bets, the SGP will run at reduced odds when a selected player is not in the starting lineup, or if the selected player exits the game before recording 1 plate appearance.
You are pushed an email showing OSS has responded to a previous Settlement Query via Side Conversation "The bet has now been resettled as a winner"
What do you do now?
Send an Outbound Email to the customer with subject line "Your Account"
These are two reasons why a customer's void request for an unsettled bet might get denied.
1. There is a VOID note on the account dated within the past 6 months.
2. The customer's bet is in a losing position, or there has been a dramatic shift in the odds since the bet was placed.
This type of bet combines a number of individual selections into multiple smaller parlays. Unlike a traditional parlay, you can still receive a payout even if one or more of your picks lose, making it a lower-risk option.
Round Robin
QUERY
I bet on the 3-way Puck Line between the Flyers and Panthers and my bet settled as a Loss. I took the Flyers +1 and they lost 3-2, so why did this lose? What was the winning selection for this wager?
Since this is a 3-way 'spread' market, the correct selection would be Flyers +1 - Tie.
Selecting Flyers +1 would require the Flyers to Win or Tie in regulation, as 3-way Puck Lines do not include Overtime.
Which of the following selections on a customer's SGP bet between the Sixers and Lakers could cause a bet to fully void?
a) Maxey over 27.5 points
b) Lakers -4
c) LeBron to record a double-double
d) Second half total under 102.5
b) Lakers -4
Same Game Parlays will completely void when a selection settles as a push. Therefore, if the Lakers won 110-106, this entire SGP would void.
Provide an example of a proper Subject Line when raising an SR or SQ via Side Conversation.
Settlement Query/Request - [Insert Sport] - [Insert Fixture]
After receiving authorization, advisors are able to perform voids for unsettled bets up to $______ and settled bets up to $______.
Unsettled = $500, Settled = $100
This type of bet is a two-part wager that combines a "win" bet and a "place" bet on the same selection, most commonly seen in Golf and Horse Racing.
Each Way