Player Protection Measures
These are TWO Player Protection Measures that can be applied to a customer's account.
(1) Unable to cancel withdrawals online (2) Mandatory Deposit Limit (3) Customer will not receive marketing (4) Customer will not receive Loyalty / Reactivation bonuses (5) Bet Referrals disallowed
A member note on an account showing the following comment indicates the customer has contacted asking for what?
CUST REQUEST - DECLINED - Customer advised of offer availability [and where to view further information regarding bet365 offers]
loyalty, Loyalty, LOYALTY (bonus bets)
An RG-suspended customer in this state needs to be raised via Teams to the assigned RG Supervisor - found on the Rota - to go about having the suspension removed.
PENNSYLVANIA
On a base level, these are TWO things about a customer you can learn by reviewing Member Notes on Account Manager.
(1) How frequently a customer contacts (2) Whether they have experienced the same issue in the past (3) Previous complaints (4) Previous GOGW credited
After a customer has been fully advised and the query has been resolved, this quick code can be used to begin wrapping up the chat.
The Marketing-No status will show here on Account Manager and will show as this color.
Status Bar (Member Details) under 'Other' (all the way to the right)
WHITE
You can identify a VIP customer by:
(1) A User Status showing this color and (2) A Sports Customer Status of this number or higher
(1) YELLOW (2) 14
FOUR account limits that customers are able to apply to their account to help gamble responsibly.
(1) Deposit Limit (2) Session Limit (3) Spend Limit (4) Single Wager Limit
THREE things that can be reviewed when reviewing a customer's Sports History tab.
(1) Settled/Unsettled Bets (2) Deposits (3) Withdrawals (4) Bonus Bets credited / Bonus Balance (5) Manual Adjustments (6) Voids
TWO reasons why it is beneficial to ask effective questions.
(1) Works as a natural staller (2) Personalizes the contact to confirm you are both on the same page
These are THREE offers/bonuses that a customer is still eligible to receive, even with Player Protection Measures applied to their account.
(1) Open Account Offer - NCO / FBSN (2) Early Payout (3) 100% Parlay Boost (4) Goodwill to resolve service issue or complaint
A customer queries that they never received their New Customer Offer. Which tab would you click to check if they have previously deposited and / or placed any bets on the account?
SPORTS HISTORY
These are bet365's THREE commitments to Responsible Gaming.
(1) Protecting children and vulnerable people (2) Fair and Open (3) Preventing Crime
This tab can be used to view a customer's average stake over the past 7, 28, or 91 day periods.
CUSTOMER REPORTS / USER REPORT / SPORTS REPORT
The internal line to contact if a customer's New Customer Offer has expired before any activity being made on the account.
CS American Team Leader
These are THREE offers/bonuses that a customer would NOT be eligible for after Player Protection Measures have been applied to their account.
(1) Loyalty (2) Deposit Match (3) Bet & Get (4) Safety Net (5) Goodwill due to not meeting Promotional Terms and Conditions
BONUS BETS - CSNJ - _____ TRANSACTION - 150 USD NO _____ - _____: Kristen L. - Contact ID
(1) GOGW (2) TRR (3) Auth
THREE signs of a potential gambling problem.
Customer states: (1) 'addiction' (2) wishes to stop gambling but doesn't know how (3) chasing losses (4) spending more than able to afford on gambling (5) previous gambling problem (6) being able to gamble during self-exclusion or account closure (7) gambled student loan or money that does not belong to them (8) mental/medical condition (9) under the influence (10) threat to harm
FOUR things that we can learn about a customer from the Member Details tab on Account Manager
(1) Account Status/RG Status (2) When the account was registered (3) Last Activity (4) Personal Details/Contact Details/Address (5) Sports Status (6) Verification Status
A customer is unable to provide their residential address when collecting Enhanced Security. Provide 2 alternative pieces of information we can look to have the customer confirm.
(1) When the account was registered (2) Last 4 digits of Payment Method on file (3) Last bet placed (4) Sport / Market customer typically wagers on (5) Last 4 of SSN as a complete last resort
Player Protection Measures will be applied when a customer's account has any of the following RG Statuses.
(1) Active-Under Review (2) Returned-Under Review (3) Suspended-Under Review (4) Suspended Auto-Under Review
This is the step-by-step process of applying an RG suspension to a customer's account on Account Manager.
MEMBER - STATUS - UPDATE ACTIVATION STATUS - USER RG STATUS (SUSPENDED)
You may notice a Key Note on a customer's account stating this type of call needs to be completed when the account contains information linked to separate account with an RG Concern.
Supervisor Sole Access OR RG Sole Access
This tab can be helpful when investigating to see which domain the customer is currently contacting from and the type of device they are using.
LOGIN HISTORY
A customer contacts querying a login issue. You ask the customer if they are receiving an error code. The customer does not respond. These are the steps you will follow for Timing Out the customer.
NoResponse1 when customer does not respond after 1 minute; NoResponse2 if customer does not respond after another minute, then selecting "?" icon to begin 30-second countdown. (2:30 total).