Gaming Controls
This allows a customer to restrict the total funds they can add to their bet365 account in any one calendar day, week or month.
Deposit Limit
"If I don't get this withdrawal instantly, I won't be able to pay my rent."
Yes. Customer indicated they are reliant on the funds.
This is what an RG advisor or NJ Supervisor would complete with a customer following a Concerning Comment.
Courtesy Call
A customer with Player Protection Measures is NOT eligible for the New Customer Offer.
False.
A Colorado customer contacts stating "I need my money or my kids will not eat tonight."
Raise to US Supervisor, then RG Internal on C-Tool
This allows a customer to manage the amount of time that they spend logged into their bet365 account each day.
Session Limit
"I want my money now!! It's been 2 weeks, this is ridiculous!"
No. Customer is frustrated with time frame for their withdrawal being processed.
This would be a reason a customer has the status RG Suspended - Auto applied to their account.
1. They answered 'Yes' to the Control Pop-up.
2. They have failed the RG Self Assessment.
A customer with Player Protection Measures is eligible for the Refer a Friend offer.
False.
A Pennsylvania customer contacts stating they can't stop themselves from gambling.
Raise to US Supervisor only.
This is the amount the customer can risk within a daily, weekly or monthly calendar period.
Spend Limit
"I don't recall making that bet. Then again, I've had a few drinks."
Raise to Supervisor for further guidance.
DAILY DOUBLE
This is the procedure and KB followed when a third party contacts stating that someone they know has a gambling problem.
Third Party Reporting a Potential Gambling Problem (KB 2808)
A customer with a Register Status of Removed is eligible for the MLB Bet and Get offer.
True.
An Ohio customer contacts stating they wish to return from a 5 year Self Exclusion.
Raise to a Supervisor, then to RG Internal on C-Tool.
These are the 4 time frames for a Time Out.
72 Hours, 7 Days, 30 Days, and 3 Months (PA)
"I don't recall placing this bet. I just left the hospital with a head injury."
Yes. Customer has indicated vulnerability due to health condition.
This procedure is followed when there is a customer is linked through account info (PM, email, telephone number) to someone with RG restrictions or concerns.
RG/Supervisor Sole Access
A customer with an RG status of Active has a mandatory deposit limit.
False, RG status of Active is a default, unchanged account.
An Illinois customer contacts requesting to increase his Deposit Limit from $50 to $75.
This is the total value of stakes placed in a specified period (daily, weekly or monthly). Returns/push bets will not affect this value however, void bets will increase it.
Stake Limit
Raise to a Supervisor before asking for any clarification.
This is the process that can be done either online or by visiting the state's gambling regulator when a customer wishes to return to our site after a structured break from gambling
Return from Self Exclusion
A customer with an RG status of Returned - Under Review can only place bets ≤ the max stake allowed by Trading for a given market.
True, Bet Referrals are disallowed.
A New Jersey customer contacts with a threat to harm.
Raise verbally to NJ Supervisor or Management.