Deposit Limits

Article Title
Deposit Limits

Category
Responsible Gaming / Deposit Limits

General Information
Deposit limits are a Responsible Gaming tool that allows players to control how much money they can deposit over specific time periods. In addition to player-set limits, there are fixed brand deposit limits set by the lottery that cannot be changed or overridden. All limits operate on a rolling basis.

Purpose / Objective
To guide agents in assisting players with understanding, setting, and managing deposit limits, including brand limits and Responsible Gaming limits.

Scenario / Use Case
A player wants to understand why they cannot deposit, how deposit limits work, or how to change their current deposit limits.

Step-by-Step Instructions

Brand Deposit Limits (Fixed)

Players cannot change or override these limits:

• $4,000 per single deposit
• $10,000 daily
• $35,000 weekly
• $75,000 monthly

Player-Set Deposit Limits

1. Instruct the player to log into their account.
2. Click their name/arrow and select My Account.
3. Navigate to Responsible Gaming > Deposit Limits.
4. Select:
   • Limit period (None, Daily, Weekly, Monthly)
   • Deposit amount

Minimum Limits:

• Daily/Weekly minimum: $10

Important Behavior:

• Selecting “None” means only brand limits apply

Applying Changes

• Decreasing Limits:

  • Takes effect immediately
  • Player must confirm via pop-up

• Increasing Limits:

  • Takes effect after 48 hours
  • Existing limit remains active until then

Rolling Limit Explanation

• Limits are based on a rolling time period:
  • Daily = last 24 hours
  • Weekly = last 7 days
  • Monthly = last 31 days
• Example:
  • A deposit made Tuesday at 2:33 PM becomes available again the following Tuesday at 2:33 PM

Viewing Limits in NeoSphere

Agents can review limits under the Responsible Gaming tab:

Actual Values:

• Type (daily/weekly/monthly)
• Value (limit amount)
• Remaining (available deposit balance)

Pending Values:

• New limit amount
• Due date (when change takes effect)

Special Case – Online Game Cards

• Weekly limit: $500
• Monthly limit: $2,000

Additional Information / Tips

• Default deposit limit: $505 weekly
• Brand limits always apply regardless of player-set limits
• Rolling limits do not reset at a fixed time—they depend on past deposit activity
• Increasing limits always includes a delay for Responsible Gaming protection

Variations / Related Questions Phrased Differently

• “Why can’t I deposit more money?”
• “How do I change my deposit limit?”
• “What is my deposit limit?”
• “Why do I have a limit on my account?”
• “How do weekly deposit limits work?”

Common Issues / Troubleshooting

• Issue: Player reached deposit limit

  • Explain limit type (daily/weekly/monthly) and next available deposit time

• Issue: Player wants to increase limit immediately

  • Explain 48-hour delay for increases

• Issue: Player confused about rolling limits

  • Provide example of rolling time window based on deposit timing

• Issue: Player cannot set a lower limit

  • Ensure it meets the minimum requirement ($10)

• Issue: Player unsure why limits exist

  • Explain Responsible Gaming purpose and default settings