Enable Account Request

Article Title
Enable Account Request (Reactivating a Disabled Account)

Category
Account Changes / Account Reactivation

General Information
Players who have previously disabled accounts must contact Customer Support to request reactivation. Accounts are reviewed on a case-by-case basis, and not all accounts are eligible for re-enablement depending on the reason for closure.

Purpose / Objective
To guide agents in reviewing and processing requests to re-enable player accounts while ensuring compliance with Responsible Gaming, Fraud, and security policies.

Scenario / Use Case
A player contacts support requesting to reactivate a previously disabled account.

Step-by-Step Instructions

1. Locate the player’s account in the system.

2. Review the account thoroughly before taking action:

   • Check notes in the General tab
   • Review Responsible Gaming (RG) page for self-exclusion markers
   • Review lifetime case notes

3. Identify the reason the account was disabled.

If Disabled for Responsible Gaming (RG)

1. Do NOT re-enable the account.
2. Inform the player their request must be reviewed.
3. Escalate the case to the appropriate team (Responsible Gaming / Compliance).
4. Do NOT provide a timeframe.

Suggested Script:
“I’d be happy to help! Your account will need to be sent to our team for review. You will receive an update via phone or email once they have completed their review.”

Case Logging:

• Owner: CS / CS Manager
• Category: Responsible Gaming
• Subcategory: Reopen Account After Gambling Problems
• Subject: Reopen Account After Gambling Problems
• Resolved: No

If Disabled for Fraud or Security Reasons

Common reasons include:

• Chargebacks
• Closure by Security, Compliance, or Management
• Other fraud-related concerns

Steps:

1. Check case notes for any instructions.
2. If instructions exist:
   • Follow and communicate those directions to the player. (Do not mention to the player, their account was closed for fraud or security reasons.)
3. If no instructions exist:
   • Inform the player the request must be reviewed.
   • Escalate to Fraud/Accounting for review.
   • Do NOT provide a timeframe.

Suggested Script:
“I'll need to send a case to our accounting department for review before your account can be re-enabled. You'll receive an update via phone or email after the review has been completed.”

Case Logging:

• Owner: Compliance
• Category: Account Changes
• Subcategory: Reopen Account Request
• Subject: Reopen Account Request
• Resolved: No

If Eligible for Re-Enablement

Agents may re-enable the account only if all criteria are met:

• Account was closed at the player’s request (non-RG reason)
• Case notes indicate reactivation is allowed
• An MSL player who has a listed state of residency other than Michigan had previously had their accountclosed for being a non-Michigan resident.

If applicable:

1. Confirm eligibility through notes and verification.
2. Proceed with re-enabling the account.
3. Confirm success with the player.

If Reason for Closure is Unknown

1. Do NOT re-enable the account.
2. Ask a Team Lead for assistance in real time OR
3. Escalate to Customer Support Management for review.

DO NOT Re-Enable the Account If:

• Notes indicate closure by another department (non-support) without reactivation approval
• Responsible Gaming or self-exclusion is present
• Closure reason involves management or compliance restriction
• Closure reason cannot be determined

Additional Information / Tips

• Always verify the reason for account closure before taking action.
• Never bypass Responsible Gaming or Fraud review processes.
• Do not provide timelines for escalated reviews.
• Ensure clear documentation when escalating cases.

Variations / Related Questions Phrased Differently

• “Can you reopen my account?”
• “Why is my account disabled?”
• “How do I reactivate my account?”
• “My account was closed—can I use it again?”
• “I want access to my account again.”

Common Issues / Troubleshooting

• Issue: Player insists on immediate reactivation

  • Explain that review is required and timelines are not available.

• Issue: No clear reason for closure found

  • Escalate or consult Team Lead before proceeding.

• Issue: Player upset about denial due to RG restrictions

  • Reinforce policy and route to Responsible Gaming team.

• Issue: Conflicting notes in account

  • Do not proceed; escalate for clarification.