ACCOUNT MANAGEMENT
If my account was created more than 14 days ago, and I requested to update my mailing address, what do you need to authenticate?
Last 4 of Social Security Number
How many hours should you advise the customer that a promotion will be credited?
72
What would you advise a customer having trouble depositing with their Debit Card, and NATS shows an error code of 3019?
Check the information and try again
What timezone is the start time of an event based on when showing on the single event page?
Local Time of the customer
A client is requesting to reopen his account. Who will you escalate this request to?
Team Leads & members of the Reg Ops team
This occurs when the customer’s DOB & SSN4 match an existing customer’s DOB and SSN4, but the name is different.
False Positive
Where can you see the exact remaining FanCash balance of the client?
Salesforce > Person Account > FanCash
Which specific Quick Text will you use when informing the client about his withdrawal when the status is WITHDRAWAL_ REJECTED?
Withdrawal Status Canceled
What is the percentage of money Sportsbooks keep for every dollar wagered? Select all that apply.
Hold / Vig / Juice
What will happen if a client has requested to close their account for no reason but they still have open bets?
The bet will stand
Where will you escalate if the client is getting an error saying account sharing limit exceeded?
Fraud Prevention Team
This is where you will see all promotions with completed steps, usually still within 72 hours, not awarded yet.
Pending
How can customers receive the funds they deposited if they want them back?
Reach out to us so we can escalate to payments to issue a refund
What is the projected margin of victory for the favorite team over the underdog called?
Point Spread
These tools help customers responsibly manage their play. Customers can set deposit/wager limits, pause their play for a specific period of time, or close their account to prevent play.
Responsible Gaming (RG)
What should you do if you have a customer with the “Red Box of Doom?
Raise to #ops_huddle slack channel under Account Access Issues
When was the RAF FanCash offer changed?
5/29/2024
This is the only state where only one debit card can be saved at a time.
Connecticut
What is the total amount of money wagered by betters over a given period called?
Handle
What will be the status of your case if the client has mentioned that he needed to wager on the upcoming game to pay his bills?
Awaiting Feedback > Under RG Review
What should you do if a client says they do not have access to the email address they registered with?
Do not update the email address. Escalate then to the Fraud Prevention
A client is claiming his $127.72 Bonus bet offer for buying a merch from our eCommerce website. He created an account in Sportsbook after purchasing. What will you advise him to do to receive the bonus bet?
Client needs to provide a screenshot of his successful purchase including the purchase date to confirm so we can credit the bonus.
If the request has been declined by the issuing bank due to problems with the credit card account. What is the dedicated error code for this?
3013
What is a wager where a Sportsbook predicts the total points scored in a single game by both teams?
Over/Under
How long is the minimum self-exclusion term?
1 year