Very Easy
SOFT or HARD RG questions
What is the note format after an account has been self - excluded?
“SE due to RG - reason; Chat ID: xxxx”.
What must an agent do before considering the removal of a self-exclusion?
The agent must check that at least 3 months have passed since the self-exclusion was applied and ask the player 3 Responsible Gambling (RG) questions.
Can the account be reactivated immediately after the 7-day cooling-off period?
No. The player must contact us again after the cooling-off period ends to complete reactivation.
What if the player answers “YES” to all RG questions?
A mandatory 7-day cooling-off period is applied.
What macro should be used when confirming the exclusion timeframe?
Macro: #SEtime should be used to offer the player options for the length of their self-exclusion.
What Macro do we use when informing the player that their account has been closed (Non PG)?
#ACclosed-nonpg
What should always be included in notes related to SE actions?
The Chat ID and a clear description of the action, such as whether the SE was extended or if reactivation was requested.
What Macro must be used if the player incorrectly answered one of the RG quiz questions?
#SE30dayext
True or False: The padlock icon will be grayed out and not function if the SE period has not yet passed.
FALSE
What should an agent do if a player confirms they have a gambling problem?
The agent should immediately proceed with closing the account under a Self Exclusion selecting a closure period
The conversation subject for SE Account reopening chat/email would need to be set in the following way:
a. Conversation Subject set to Account Reopening.
b. Account re-opened post cool-ff set to Yes - previously closed as PG.
Where should the account link be posted after the SE removal request is made?
#self-exclusion-removal Slack channel.
What type of question is this? and when do we use it?
"Do you confirm that any issues you may have had with problem gambling have been resolved and you are no longer experiencing them?"
PG quiz/Responsible gambling questions - When player is requesting reactivation from SE due to PG
What must the SE status be in Terragon, that indicates, the SE cool off period has passed?
COMPLETED
If PG was established and the player later on became unresponsive. How do we proceed?
SE the account still
What happens if the player answers “NO” to any of the RG questions?
The self-exclusion is extended by 30 days
Once the cool off period has ended and the player contacts us after 7 days. How do we reactivate the player's account on Terragon?
To reactivate the account go to the Responsible Gaming tab on the back office. Scroll down the to the Self Exclusion section, and click on the padlock symbol to activate the account.
Where on Terragon do we self - exclude a player's account?
Responsible Gambling’ tab
What is the first immediate step to address a self - Harm scenario?
Acknowledge and show empathy
If the player wishes to close their account due to a Non RG reason. What type of retention effort do we do when appropriate?
offer a compensation bonus/free spins to retain the player. (Example: When a player is complaining about our bonuses)
How should your note look like on Terragon after informing the player that a mandatory 7-day cool off period is applied?
Account reactivation requested, 7 day cooling-off period started, Chat ID: xxxx”,
When are soft or hard Responsible Gambling questions asked?
These questions are asked depending on the reason given by the player for closing the account. If the reason is unclear or signs of PG are present, the agent must use their judgment to choose the appropriate level of questioning.
What must be done once a player contacts support after the 7-day cooling-off period? Provide the steps
The agent should:
Confirm the player’s identity by asking security questions.
Go to the Responsible Gaming tab in the back office.
Scroll to the Self Exclusion section.
Click the padlock symbol to activate the account.
Update the conversation subject as follows:
a. Account Reopening
b. Account re-opened post cool-off set to Yes - previously closed as PG.
How long is the cool off period for Self - Exclusion before a player can request for reactivation?
3 Months