BlackPink
MOSS Article to check if the customer is asking about a missing bank account deposit
Moss 58
MOSS Article to check for Chargeback issues
MOSS 70
Player Priority which withdrawal requests can be expedited?
P3 and P4
The Player was unable to withdraw but upon checking there are no issues/restrictions found. What should you advise the player?
Advise BTS and if issue persists, send an email with the detailed description of the error including the withdrawal attempt details.
How to compute Refund Gap
Total Deposits - Total Withdrawals
An alert triggered when a player tries using a card issued outside the US
ccbin_mismatch
True or False. Manual Cashout can be processed by Payments for accounts tagged as Fraud.
False.
True or False. Withdrawals cannot be canceled if the account is RGClosed or OnCool-Off.
TRUE.
If the deposit decline reason is Refused by provider/Trans Denied, what should you advise the player?
Contact Bank/Provider
What does pay_revert means?
Withdrawal requested for cancellation.
Withdrawal status in which the player can no longer cancel the withdrawal on their end, but the Payments team can.
rdm_inproc/pay_new
A secured system withdrawal feature intended to prevent financial fraud
MIMO
On what MOSS Article can we view the list of available payment methods per state?
Moss 36 - Payment Landscape for US Labels
Moss Article to check for CHARGEBACK issues
Moss 70
The player is trying to withdraw $200 via Paper Check but it's not going through. What should you advise the player?
Advise the player that the minimum check withdrawal is $500
If the declined reason for the Visa withdrawal is Refused by Provider, what should you advise the player?
Advise player to contact provider if he insist on using the same Visa for withdrawal.
A card/email block wherein a card or email was blocked on a specific account only.
BLK-Ac/Red Block
The customer is asking for missing checks withdrawal and the address is incorrect. The withdrawal was requested more than 20 business days ago. What is your resolution?
Escalate to payments
A player contacted and says he already settled the negative balance on the account (CB) but when you checked, you confirmed the player cleared the balance but the account is still suspended. What is your resolution?
Escalate the case summary to Risk
A player stated that his deposit is missing and the funds were deducted from his bank account. You checked all txns and the transaction shows as dep_pending (Redirected to provider page). What would you advise the player?
Advise that the deposit was unsuccessful and we have not received the funds. Tell the player to contact his provider.
What should you advise the player if he was having an error making a withdrawal on a card and there's no issue?
Advise BTS and if there's still an issue, send a screenshot and a detailed description of the error. The player can also use any other available withdrawal method
True or False. Cage withdrawals will be available for pickup within 14 days.
False. Cage withdrawals not picked up within 7 days will be returned to the gaming account balance.
True or False. Settled deposits can be processed for a refund.
False. Completed deposits can no longer be refunded.
A customer wants to settle a chargeback by making a deposit however account was blocked. What should you advise?
Advise that it will be escalated to the relevant team (Risk Direct via CSM) to remove the temporary suspension on his account so he can make a deposit and settle the negative balance
When the customer withdraws via Cage, how many emails should the customer receive and which email would include the Voucher Id?
You will receive three emails updating you on the status of your withdrawal. The third and final email containing a voucher ID is required to collect your funds.
This information can be found in Moss 36 under the Cage payment method