Submitting Documents for Account Verification

Article Title
Submitting Documents for Account Verification

Category
Documents / Submission Process

General Information
Players may be required to submit documents for verification or account updates. Documents must meet specific quality and formatting standards and can be submitted through secure online upload, by mail, or at a Lottery office location.

Purpose / Objective
To guide agents in assisting players with submitting required documents securely and correctly, ensuring faster processing and fewer rejections.

Scenario / Use Case
A player needs to submit verification or account-related documents and wants to know how to upload, mail, or deliver them in person.

Step-by-Step Instructions

Option 1: Secure Document Upload (Preferred Method)

1. Ask the player if they would like assistance with uploading documents.
2. Instruct the player to log into their account.
3. Navigate to:
   • My Account > Tools > Secure Document Upload
4. Upload documents:
   • On desktop: Drag and drop files or click “Add New Upload”
   • On mobile: Take or upload a picture of the documents
5. Add a description of the documents.
6. Include their iLottery username.
7. Click Submit.

Option 2: Mailing Documents

Provide mailing address:

• MSL Processing
• P.O. Box 15187
• Lansing, MI 48901

Option 3: In-Person Submission

1. Player must schedule an appointment.
2. Call 844-917-6325.
3. Visit a Michigan Lottery Office to submit documents.

Step 4: If Player Cannot Upload Documents

• Offer alternative submission methods (mail or in-person).
• Provide instructions and contact details based on player preference.

Case Logging Requirements:

• Owner: Customer Support
• Category: Cashout Documents
• Subcategory: Documents Enquiry
• Subject: Documents Enquiry
• Resolved: Yes

Additional Information / Tips

• All document copies must be clear and in color.
• Verification documents (affidavits, consent forms, direct deposit forms) must be typed—not handwritten.
• Handwritten documents are only allowed for account changes (e.g., email/address/name updates).
• All required information must appear on the same document.
• Email submission is not accepted due to security concerns.
• Secure Document Upload uses encryption (SSL) to protect sensitive information.

Variations / Related Questions Phrased Differently

• “How do I upload my documents?”
• “Where do I send my verification documents?”
• “Can I email my documents?”
• “How do I submit documents from my phone?”
• “What are my options to send documents?”
• “Can I mail in my documents instead?”

Common Issues / Troubleshooting

• Issue: Documents rejected due to poor quality

  • Ensure documents are clear, readable, and properly lit.

• Issue: Player tries to submit documents via email

  • Inform them email is not secure and not accepted; direct to approved methods.

• Issue: Player cannot access Secure Document Upload

  • Offer mailing or in-person submission options.

• Issue: Missing information on documents

  • Confirm all required details are included on a single document before submission.

• Issue: Player uploading handwritten verification documents

  • Advise that verification documents must be typed and resubmit accordingly.