Withdrawals
Describe a closed loop transaction.
The withdrawal is going back to the original deposit method (e.g., ACH to ACH)
The Player's personal information is located on this tab.
Punter Details
Which payment methods are not accepted for withdrawals?
Debit card, credit card, Apple Pay
Which article provides a directory of articles for the Payments team? Provide the article number and title.
PT: Article Directory
3317
What system is used to request doc v (selfie & ID) from a Player?
Socure
Note: NJ Only - always ensure that the "NJ HRD Withdrawal" is selected for all NJ accounts.
Withdrawals should be resolved in Accertify if they generate in this queue.
Amber or Red
The Player's payment method information can be located on the _____ _____ tab.
Stored Cards
What is the code for a return due to insufficient funds in a Player's bank account?
R01
Which article provides information about an R01 and the representment process? Provide the article number and title.
PT: R01 General Information
3310
Explain the account status Suspended - Payments Awaiting Customer.
The Player failed to satisfy a document request.
Generally if the account is in Restricted - PCD status, the deposit must be cleared before a withdrawal can be processed. Please provide an example of when the PCD rule can be bypassed and the withdrawal can be approved.
Deposit amount $2500 or less:
If PCD is $2500 or less, and the account meets all requirements, you can proceed with approving the withdrawal.
Lifetime Deposit (LTD) amount:
If the LTD is $5000 or more and the account meets all requirements, you can proceed with approving the withdrawal.
Withdrawal amount under $5000:
If the withdrawal amount is under $5000, conduct an account review. If the account meets the requirements, proceed with approving the withdrawal.
Notes:
"Requirements" mentioned above refers to your transaction review and review for returns, disputes, chargebacks, and/or fraud signs/alerts.
The amounts mentioned above are to be used as a guideline. If your review can provide sound logic to bypass a PCD rule, escalate to the Supervisor for further review.
The Player's stakes, settlements, deposits, and withdrawals can be reviewed on the ______ tab.
Transactions
To add a new payment method, a Player must make a minimum $__ deposit.
$10
Which article provides general information on deposits and withdrawals? Provide the article title and number.
PT: Deposit and Withdrawals General Information
3298
The recovery process to recover owed funds from a Player after an R01 is ________.
Representment
Explain the following withdrawal error: Error.funds.mazooma.invalid Or Missing Financial Institution Aba Number
The routing number was not input correctly, or the routing number is missing.
A withdrawal is approved or rejected on this tab.
View Transactions
ACH Deposits: The 1st Presentment takes place ___ business days after the Player has requested their deposit and their account was loaded with funds.
1-3
What is a linked account?
In addition, provide the title and article number.
A Player has logged into two or more accounts per device. There should only be one user per device and a Player’s Hard Rock Bet account should only be assessed by the Player themselves.
PT: Risk Terms
3319
The Player's location and device information should be reviewed here.
GeoComply
Provide 3 examples of information that should be included in your documentation (NATS Notes) when you are approving or rejecting a withdrawal.
When documentation is requested from a Player it should be added to this tab after it has been reviewed/verified.
Upload Docs
What is the maximum amount of credit/debit cards a Player can have on their account?
4
What article provides details for reviewing a withdrawal request. Provide the article title and number.
PT: Withdrawal Review Process
3302
Explain the account status Suspended- No login.
A compromised/linked account that requires further investigation.