Introduction:
- If a player would like to enable their previously disabled account, they will need to contact Customer Support. Agents can review their account and make a determination whether to enable the account on a case-by-case basis.
Review Process (RG):
- Before enabling an account, review the following:
- Notes on bottom of general page
- Self-exclusion marker on responsible gaming page
- Lifetime case notes
- If the account was disable for Responsible Gaming reasons, we will not enable the account right away
- Advise the player their request will be reviewed and send to appropriate party for review (R&F/RG/Compliance?)
- Do not give a timeline for the review process
- Scripting: ‘I’d be happyt to help! Your account will need to be sent to our responsible gaming team for review. You will receive an update via phone or email once they have completed their review.”
Case Logging:
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