Trustly
(what we tell the player)
(what we tell the player)
R04 - Invalid account number
"Advise the player to verify that they are inputting the correct routing and account number details and try again. (If there is a negative balance) Advise the customer they will have to make good on the negative balance and will not be allowed to play until the funds have cleared."
2019 - Invalid Transaction
“It looks like your financial institution does not support this type of transaction. In this case, you would need to use a different bank account through PayPal, or you can deposit via Online Banking.”
True or False: Players can not make or request withdrawals to a check.
True.
How long can a withdrawal processed through Online Banking take to be approved on OUR end?
Refer to the time frames in SharePoint
True or False: The maximum amount of cards on a player's account is 5.
False, the correct amount is 4.
SW013
“It looks like you canceled the transaction. Please retry and ensure you complete the transaction.”
Decline 4002 - The transaction was declined by Paysafe Risk Management department.
"It looks like your payment method is being blocked by the payment processor due to previous rejections. Please use a different payment method and do not attempt to use this payment method for the next 7 days. After 7 calendar days, the method you tried to use will be unblocked."
Code name for the available balance is not sufficient to cover the debit transaction.
Insufficient Funds.
How long can a withdrawal processed through Online Banking take to reflect on the players bank account?
Up to 3-5 BUSINESS DAYS
How many stored payment methods does our app support for our Players?
6
SW054 - 2
"Confirm user is the primary account holder and using matching bank info."
Request Has Failed The Avs Check
"It looks like your Hard Rock Bet account address and payment method billing address do not match. Please check to make sure that you are using the correct Hard Rock Bet account and only linking an account with the same personal information. The name, address and so forth need to match exactly.”
Code name for the account number fails the check digit validation or the account number structure is not valid.
Invalid account number.
What internal KA # goes over the processing time frames for withdrawals?
#3010
True or False: Players are not able to remove Bank Accounts and Venmo themselves from their Hard Rock Bet account.
False, they are able to remove Bank Accounts and Venmo themselves from their Hard Rock Bet account.
R08 - Stop payment
"Advise the Player that because they revoked the deposit with their financial institution, the funds will be deducted from their Hard Rock Bet account. If their account is negative they will have to make a deposit to make good on their account."
2014 - Processor Declined - Fraud Suspected
It looks the financial institution has blocked this transaction due to a fraud suspicion. Please contact them for next steps. You would then need to re-initiate your deposit once they have cleared the account.
True or False: The payment method used in a withdrawal must be in the Player's name.
True.
How long does a withdrawal processed with Apple Pay take to reflect in the player's bank?
Refer to the SharePoint time frames for internally approval, then can take up to an hour additionally.
The macros used when escalating a Payment Method Removal for more than 2 payment methods.
Payment Method Removal Macro
SW021
"Prompt the user to fund the account, switch to a different bank account, or lower the transaction amount. Confirm current available account balance and adjust transaction amount if necessary."
2015 - Transaction Not Allowed.
“It looks like your financial institution declined the transaction. We would suggest that you contact your financial institution or try another method like PayPal.”
A consumer who previously authorized an entry, has revoked the authorization.
Authorization revoked by consumer.
How long will we hold a player's withdrawal at the cage?
Up to 24 hours
True or False. If a Player wants to remove a Payment Method, we first escalate to the P&F Escalations Queue via Salesforce.
False - Warm Transfer