WITHDRAWAL

TRUE OR FALSE

100

Client can only request one withdrawal at a time.

TRUE:  They can request again once the withdrawal has been processed.

200

Refunds take 7-10 business days to be credited back to client's account but may take 10-15 business days depending on their bank.

FALSE: Refunds take 3-5 business days to be credited back but may take 7-10 business days depending on their bank.

300

It will show as "Withdrawal" in SPOTS ledger if the client is withdrawing with no play or withdrawing with very little play.

FALSE: it will not show us withdrawal but a "Refund" in SPOTS ledger.

400

Released Approved Withdrawal means that usa-cs-payments-fraud rejected the withdrawal back to their account and refund was processed. 

FALSE: Posted Rejected T&C means that usa-cs-payments-fraud rejected the withdrawal back to their account and REFUND was processed. 

500

ACH, PayNearMe, PB MC and CASH methods have no option for REFUND. The only option the client has is WITHDRAWAL.

TRUE.

TIMEFRAME

100

Pointsbet MasterCard

should be immediate once processed.

200

ACH (Global Payments)

please allow 1-3 business days after processing for these funds to hit client's account.

300

PayPal

Funds should hit client's account within 30 minutes once processed.

400

Online Banking (PWMB)

please allow  1-3 business days after processing for these funds to hit your bank account.

500

Cash Withdrawals

Once processed, an SMS code will be sent to you as confirmation and you can then go to Catfish Bend Casino/Meadowlands/ Hawthorne Racecourse/Club Hawthorne Crestwood to withdraw.

Withdrawal Status

100

Released Approved Withdrawal
 - What's the reason?
 - What to do?

• Reason: It has been declined by the processor.
• What to do: You must escalate this for further checking to manila coord for supervisor to post in usa-cs-payment-fraud. 

200

Balance is at total position/Rejected Negative Current Balance.

 - What to do?

Escalate to IT by using this format: IT Support Ticket Process: Priority Classification + Email Template

300

No Play 

What is it?

It is due to the clients withdrawing with no play or withdrawing with very little play(bet amount)

400

Posted Rejected T&C 

What to do?

Check the ledger, look if there's issued refund.
Educate the client about refund processing time.

If unsure, escalate this for further checking to manila coord for supervisor to post in usa-cs-payment-fraud.

500

Posted Rejected T&C

What does it mean?

usa-cs-payments-fraud rejected the withdrawal back to their account and refund was processed.

(has a previous status of Released Approved Withdrawal)  

SCENARIOS

100

Do clients receive any notification regarding their withdrawal?

• Yes, they receive an email when it has been processed by the PointsBet Payments team
  • It informs them it has been processed and the timeline they can expect funds in their account based on the method

200

Finalized Approved Withdrawal Status

What does it mean.

The withdrawal has been released and should be on the clients PB Card.

300

Cash Withdrawal

deleted or lost the SMS message containing the code 

What to do?

• Contact Steve or Megan to have withdrawal canceled
• Once canceled, the client will have to re-request the withdrawal and wait to receive the code again.

400

How to find what account client has withdrawn funds to for Online Banking & ACH

Step 1: Visit the clients ‘Withdrawals’ page on PBAdmin. You can access this by clicking ‘Withdrawal Requests’ through SPOTS

Step 2: Scroll to the withdrawal in question and click the ‘View Data’ button on the right-hand side

500

ACH Withdrawal Failed.

What must be check on clients end?

• Make sure the client has checked all details and they are correct
  • Account Number, Routing Number & Drivers License Number
• If correct, Please have clients call Global Payments directly at 800-500-1973 to resolve the issue