Show:
Deposits
Withdrawals
FrM
Codes
Miscellaneous
100

A customer deposits using PayNearMe, then contacts Customer Support as his funds are not showing in their bet365 account. What would you advise? 

PayNearMe deposits can take up to 15 minutes to show in bet365 account

100
Standard processing times for Withdrawals

1-4 hours

Customer can be advised to contact back if not processed within 24 hours

100

This is the procedure for when a customer claims they do not recognize recent activity on their bet365 account.

Potentially Compromised

100

CPVER

Corporate Card

100
bet365's commitment to Responsible Gaming (provide 3) 
Protect young and vulnerable, Fair and Open, Preventing Crime
200

This is the minimum deposit amount when using PayPal

$30

200

This is where you will check the status of a pending withdrawal on Account Manager

Sports History

200

What does it mean when you see a note on an account requesting ID x 2

(2 answers) 

We are requesting 2 forms of ID OR the customer can take a selfie holding their ID
200

RPM01

Restricted Payment Method

200
Provide 2 documents that we can accept for POA 

Bank Statement, Phone Bill, Utility Bill

300

Provide 2 reasons a customer's deposit might fail

Payment Method connected to another account; Debit Card is locked; Insufficient funds; Details entered incorrectly

300

It has been over 24 hours since a customer's WD was requested and you see it still has not processed. Which department would you look to contact? 

FrM

300

This procedure will be followed when you suspect that you are not speaking directly with the account holder (third-party)

Sole Access

300

You see (PP) next to a customer's card while reviewing Payment Details. What does this mean? 

Prepaid / Gift Card

300

This resource should be checked before raising a Bet Settlement Query (SQ) to OSS 

The SIC

400

This is where you can find the results description (or reason) why a deposit may have failed 

Payments History

400

A customer's withdrawal fails due to a name mismatch, where the customer states they are using a joint account. What would we require for the customer to be able to WD to this account? 

Documentation showing customer's name listed as an account holder (PoO) 

400

Provide 2 things we may need to request from a customer when their account is suspended due to a Chargeback dispute

Explanation for the dispute

Documentation that shows proof of dispute being dropped with bank

400

What are we requesting when we see PoO required? 

Proof of Ownership

400

When a customer is logged in and claims they are unable to place a bet, stating they are receiving a message to contact support due to an issue with their account. What would you look to do? 

Raise to TL to check for Perm Block

500

The number of debit cards that can be registered to an account + the number of Online Banking accounts that can be registered to an account 

8 (5+3)

500

This can happen to withdrawals if deposits were made from multiple payment methods before the WD was requested. What can you advise the customer if they would like their funds to be withdrawn to the same account? 

Split Withdrawal; Add an eligible Online Banking (PWMB) account

500

This is the shortened version (abbreviation) for when a customer claims they do not recognize recent activity on their account

POT COMP

500

A customer's withdrawal has been pending for over 24 hours. We would not look to provide the customer with a processing time frame when finding this code in V-Tool. 

POT-BA

500

A customer will receive this code when our electronic checks are unable to verify any of the customer's registered information.

UD01