Deposits
A customer deposits using PayNearMe, then contacts Customer Support as his funds are not showing in their bet365 account. What would you advise?
PayNearMe deposits can take up to 15 minutes to show in bet365 account
1-4 hours
Customer can be advised to contact back if not processed within 24 hours
This is the procedure for when a customer claims they do not recognize recent activity on their bet365 account.
Potentially Compromised
CPVER
Corporate Card
This is the minimum deposit amount when using PayPal
$30
This is where you will check the status of a pending withdrawal on Account Manager
Sports History
What does it mean when you see a note on an account requesting ID x 2
(2 answers)
RPM01
Restricted Payment Method
Bank Statement, Phone Bill, Utility Bill
Provide 2 reasons a customer's deposit might fail
Payment Method connected to another account; Debit Card is locked; Insufficient funds; Details entered incorrectly
It has been over 24 hours since a customer's WD was requested and you see it still has not processed. Which department would you look to contact?
FrM
This procedure will be followed when you suspect that you are not speaking directly with the account holder (third-party)
Sole Access
You see (PP) next to a customer's card while reviewing Payment Details. What does this mean?
Prepaid / Gift Card
This resource should be checked before raising a Bet Settlement Query (SQ) to OSS
The SIC
This is where you can find the results description (or reason) why a deposit may have failed
Payments History
A customer's withdrawal fails due to a name mismatch, where the customer states they are using a joint account. What would we require for the customer to be able to WD to this account?
Documentation showing customer's name listed as an account holder (PoO)
Provide 2 things we may need to request from a customer when their account is suspended due to a Chargeback dispute
Explanation for the dispute
Documentation that shows proof of dispute being dropped with bank
What are we requesting when we see PoO required?
Proof of Ownership
When a customer is logged in and claims they are unable to place a bet, stating they are receiving a message to contact support due to an issue with their account. What would you look to do?
Raise to TL to check for Perm Block
The number of debit cards that can be registered to an account + the number of Online Banking accounts that can be registered to an account
8 (5+3)
This can happen to withdrawals if deposits were made from multiple payment methods before the WD was requested. What can you advise the customer if they would like their funds to be withdrawn to the same account?
Split Withdrawal; Add an eligible Online Banking (PWMB) account
This is the shortened version (abbreviation) for when a customer claims they do not recognize recent activity on their account
POT COMP
A customer's withdrawal has been pending for over 24 hours. We would not look to provide the customer with a processing time frame when finding this code in V-Tool.
POT-BA
A customer will receive this code when our electronic checks are unable to verify any of the customer's registered information.
UD01