Withdrawals
Where possible we will return any winnings back to the same payment method that was used to deposit funds into the account. If it is not possible to withdraw back to the deposit method then we will process your withdrawal to your bank account using Online Banking. What Policy is this?
Fund Original Source
A customer's account has been suspended after 5 PWMB deposit failures. What is this and where do we raise this in order to resolve?
Failed Deposit Velocity - FRM Internal Line
How can we connect live with FRM when a customer's query requires it?
By Starting an Internal Chat with FRM via Zendesk
How can a customer properly submit Face + ID?
Digital photograph of you holding your ID Document next to your face.
Disputed Opening
Where the withdrawal remains pending outside of 24 hours and there are no notes indicating why the withdrawal has not been sent, where do we raise this to?
Fraud and Risk Management USA Via Internal Chat on Zendesk
A customer has contacted quoting CPVER. What are they trying to do and what we will need to advise them?
Attempting to deposit with a Company Card. PoO required including details of the company name and position within the company
True or False: A Key Note indicates a Customer is required to submit PoO for all registered cards and 2 forms of ID. They have sent in their ID's. We then save them to Vtool and Email FRM that docs were received.
FALSE - we will not look to contact FRM until all docs have been received
You see a Key Note stating "RFI received or DPA received". There are no additional notes. What is this key note in reference to and what do we need to do next?
Chargeback - Will need to gain an explanation from the customer and then begin a Side Conversation - Ticket with FRM USA detailing the explanation given
When an Account Holder Confirms Third-Party Access or When a Third-Party is in contact. What procedure is to be followed and what must the customer do next?
Sole Access - Customer must contact via telephone and complete Sole Access script
What are 2 examples of how we can identify a potential money laundering concern?
Withdrawal no Bet
Large Deposits, small bets + WD to different payment method.
The customer is attempting to make a deposit from a PayPal Payer ID different to the one registered to their account. What error code did they provide?
What is DPP02
An NJ customer wants to Withdrawal via Cash at Cage after winning their bet. Why might we need to connect with FRM through the Internal Line before reaching out to PAY?
Transaction is flagged orange: FRM will need to review the account before the withdrawal can be approved.
Why Would we need to reach out to FRM in order for a customer to repay a chargeback?
FRM will need to make the account active so the customer can deposit. Once deposited they will look to them suspend it again.
A customer calls in and tells us they didn't place the most recent $25 bet on their account. What Security Procedure is to be followed and what must we do before discussing details with the customer
Potentially Compromised - Confirm Security & and must raise to Sup before proceeding
Withdrawal under review with FRM (Highlighted Orange) what must we check first before advising the customer of a review time frame?
Vtool - Checking to see if customer is in a POT BA Folder
What does it mean when a payment method is highlighted 'red'? What system/tool can we use to navigate a resolution?
Same Payment Details - Duplicate Payment Method
Vtool - Navigate to SPD folder
What must we do when the customer is unable to provide exactly what is requested from FRM?
Obtain a detailed explanation from them and contact FRM via Internal Chat on Zendesk
Where FRM has requested proof of ownership for a payment method what 3 things can a customer send in to verify?
During the Disputed Opening Procedure, list 3 reasons as to why FRM Escalation would not be required.
Account Status = Suspended/Suspended No Login with reason Unprofitable/Chargeback/Suspect Fraud
Account has never been activated (no activity has ever taken place)
No activity in the last three months and balance is less than £25.
No balance on the account.
The difference between a 'Withdrawal Request' and a 'Withdrawal', both highlighted orange?
Withdrawal Request - Customer set to Split Withdrawals - FRM reviewing to see what payment method to send WD to.
Withdrawal - Customer's WD is under review with FRM - There is a designated WD method assigned to WD
A customer has provided an SD01 error code. What does this mean and where in Account Manager can we look to view what CT Block the customer is set to?
Customer is set to 'Stop Deposits' - View Activity History
The Quick Code we would put in the pre-chat field when raising to FRM Internal Line for a WD exceeding respective payment method deadline with no Member Note indicating why.
Key Note "Stop Payment Request, Admin Return, Proof of Authorization" What Payment Method is associated with this Chargeback note?
Pay With My Bank
A customer states they received a 'Log In Alert' but did not log into their account. You confirm there was no activity on the account during the disputed log in session. What must we advise the customer?
Reset Customers password via Account Manager, advise responsibility to ensure log in details are secret and confidential. Guide to reset password and suggest Strong Authentication to be enabled.