KNOW YOUR HIGH ROLLERS🎩
This is where you can find a VIP Host's name and location in a player's account on NATS.
💡 What is the User Segments section?
This can be requested by a VIP player in order to speed up the process of their pending withdrawal.
💡 What is to expedite their pending withdrawal in Slack?
This is the maximum amount, per transaction, that a CS VIP Specialist may issue as a Bonus Bet based on the player's history and situation.
💡 What is up to $250.00?
This is the first step you should take when a player reports a failed deposit attempt on the Hard Rock Bet app.
💡 What is the Transactions Tab in NATS?
This internal format includes Player ID, host tag (if needed), state, department, and a brief contact reason—and it’s used to escalate VIP issues via Slack.
💡 What is the VIP Esc. Workflow?
Agents should always identify a VIP by this special flag in the Salesforce system.
💡 What is the VIP flag? What is VIP status?
This type of wager covers the point difference between teams, giving an advantage or disadvantage to one side.
💡 What is a spread bet?
When a player reaches out about a promotion, this is where you can locate details on SharePoint and identify its terms and conditions.
💡 What are Sportsbook promotions?
This is required before a player can make their first withdrawal on Hard Rock Bet.
💡 What is making a minimum $10 deposit before requesting a withdrawal?
This is what you should do immediately when a player qualifies for a promotion but hasn't received their bonus bet.
💡 What is escalating to the VIP CRM Promo in the Slack channel?
This tier is exclusively available by invitation only.
💡 What is Diamond tier?
These two Knowledge Articles guide agents on identifying and resolving failed deposit issues.
💡 What are KAs 3953 and 2960?
This type of offer gives players a Bonus Bet even if their original wager loses.
💡 What is a No Sweat Bet?
This is the first step an agent should take when a player can’t log in — and it can be initiated from within NATS.
💡 What is a password reset email?
When escalating a VIP issue that involves their host, agents must do this in the Slack thread to ensure direct communication.
💡 What is tagging the host in the Slack thread?
These two tabs must be checked for information before assisting a player with a potentially suspended or restricted account.
💡What are Audit Logs and Notes in NATS?
These rules determine how payouts are handled when two or more selections tie in a sporting event.
💡 What are Dead Heat Rules?
These are the benefits members receive for their ongoing play, including bonuses, comps, and exclusive access.
💡 What are Loyalty Rewards?
If a player isn’t receiving this via SMS, agents should recommend checking for blocked short codes, restarting the device, or clearing old text messages.
💡 What is a 2FA code?
When a player questions odds changes, delays, or bet restrictions, agents should escalate the concern to this Slack channel.
💡 What is #ops-queries-incidents?
You would check these two sections in NATS to view any limits applied to a player’s account.
💡 What are User Segments and Limits?
In tennis, per our House Rules, if a player retires after the first set is completed, this happens to Money Line wagers.
💡 What is the advancing player wins, and the other loses?
If a sportsbook promo isn’t credited automatically, agents must first check this system for participation before escalating.
💡 What is NATS( Punter Bonus)
This third-party service must verify a player's location before they can place a wager on Hard Rock Bet.
💡 What is GeoComply?
If a player shows signs of distress, financial issues, or lack of control, escalate to this team.
💡 What is the RG team?