Site Features
This is how you would direct a customer to the Site Features page on bet365's website
Extras --> Site Features
These are 3 Promotions I can find Terms and Conditions for on bet365's Website
New Customer Offer(s), 100% Parlay Boost, Early Payout
These 3 abbreviations are used to reflect Steps 1, 2, and 3 of Account Verification
LAS, BDD, EDD
3 forms of customer activity / transactions that can be investigated within the Sports History tab.
Bet History, Deposits, & Withdrawals
This line will be contacted when a customer queries not receiving their Bonus Bets from the New Customer Offer. Upon reviewing the account, you can see the offer expired before actioning the account.
CS American Team Leader Internal
Name 3 Site Features
Cash Out, Edit Bet, Same Game Parlay
These are 2 Early Payout Offers that can be found on bet365's website under Promotions (provide sport and required lead)
1) NFL Early Payout - 17
2) NBA Early Payout - 20
3) NHL Early Payout - 3
4) Soccer Early Payout - 2
2 documents that can be accepted to confirm Step 2 of Verification (BDD)
This tool within Account Manager allows you to view customer information that has not yet been verified.
Verification Matrix
A customer is stating their bet should not have settled as a Loss. After you review the bet in question, you believe the bet has settled incorrectly. After checking the SIC and Teams, you can see this has not yet been raised. Therefore, you can contact this Internal Line.
OSS
This is the difference between Same Game Parlay and Same Game Parlay+
A bet will qualify for Early Payout when meeting these 2 requirements
1) Pre-game wager
2) Money Line
This resource can be used to view Verification documents submitted by the customer.
V-Tool
When on the Member Details screen, you will see this when a customer is locked out of their account
Tick box checked off at the top left
An Indiana customer states they have uploaded all of the necessary documentation but still are not verified. You can confirm the documents were uploaded successfully and believe the account should be fully verified. Therefore, you can raise this where?
Verification Internal
These are the 3 types of Cash Outs bet365 offers
Full Cash Out, Partial Cash Out, Auto Cash Out
A customer receives a Payout for hitting their parlay, however they did not receive the Parlay Boost (up to 100%) as expected since all the legs were eligible. Why did they not receive the boosted payout?
When a leg of the parlay wins due to Early Payout but that team goes on to lose the game, the bet is no longer eligible for the Parlay Boost
Fill in the blanks for the following note that would be left on an account:
VER - Account Suspended - _____ - Full Name/Address Mismatch on SSN Details. Customer confirmed their full name as [enter customer’s full name] and completed Enhanced Security as per ____ procedure. Customer to provide ID, copy of SSN, POA and explanation. Once received, refer to NJ VER. Contact ID: [XX]
UD01
(Offers) AdHoc Bonus
A Pennsylvania customer has an RG Suspension applied to their account. Where will this be raised?
The Supervisor handling RG queries, which can be found on the Customer Service Rota (RG will be next to name)
These are 2 reasons a customer would be unable to Cash Out their bet.
1) Market is suspended -- 2) Customer is located in different state than where wager was originally placed -- 3) Bet placed with Bonus Bets, where Cash Out is only available when cash out amount is greater than the total stake. -- 4) Sports Restriction on the account disallowing the Cash Out feature
1) Make a ($10) deposit -- 2) Claim the Offer -- 3) Wager $5 -- 4) Bet(s) must contain minimum odds of -500 -- 5) Allow the bet to settle naturally (do not cash out)
This is why we would use the US Verification Queries line on Microsoft Teams, rather than the Verification Internal line on C-Tool
Raising VER queries for customers looking to be verified in either Pennsylvania or New Jersey
A customer is logged in but unable to place a bet. The customer confirms they are receiving a message about an issue with their account and to contact support. What information will need to be copied from within Account Manager?
Geolocation ID
(Username - State - Geo ID)
A customer is trying to place a bet but they receive a message stating that their location cannot be verified. You raise this to a TL and they confirm no Perm Block. Where might they direct you from here?
CTS