Winning Game Dispute

Article Title
Winning Game Dispute

Category
General / Fair Play Inquiry

General Information
Players may contact support to dispute the outcome or prize of a game or ticket. Agents must review the game details, guide the player to their account history, and explain how the result was determined. Winning numbers should never be provided directly; players must be directed to view results on the site.

Purpose / Objective
To guide agents in properly handling player disputes regarding game outcomes and ensuring consistent, accurate resolution or escalation when necessary.

Scenario / Use Case
A player believes they were underpaid or that their ticket/game result is incorrect and requests review.

Step-by-Step Instructions

Initial Review

1. Gather key information from the player:

   • Game name
   • Date and time of purchase
   • Expected prize amount

2. Locate the game/ticket in NeoSphere.

3. Review the game details and verify the correct prize amount.

4. Guide the player to their game history:

   • Direct them to view results within their account

5. Explain:

   • How the game is played
   • How the prize amount was calculated

6. If the player accepts the explanation:

   • Resolve and close the interaction

Continued Dispute

If the player remains dissatisfied:

1. Acknowledge concerns with empathy and treat as a heightened interaction.

2. Direct the player to the Terms and Conditions:

   • https://www.michiganlottery.com/buy-online-terms-and-conditions

3. If escalation is required during the interaction:

   • Confirm the player’s contact information
   • Advise that a supervisor will follow up
   • Create a CS Manager Escalation case with detailed notes

Email Disputes

• If a dispute includes a screenshot via email:
  • Escalate using the Supervisor scenario for review

Important Notes

• Never provide or type out winning numbers from the system or site
• Always direct players to view results themselves within their account
• Ensure detailed documentation for any escalated disputes

Additional Information / Tips

• Maintain a calm, empathetic tone during disputes
• Clearly explain game mechanics to avoid confusion
• Ensure all findings are based on system records in NeoSphere

Variations / Related Questions Phrased Differently

• “I should have won more money”
• “My ticket didn’t pay correctly”
• “The game result is wrong”
• “I didn’t get the right payout”
• “Can you check my ticket result?”

Common Issues / Troubleshooting

• Issue: Player misunderstood game rules

  • Explain gameplay mechanics and payout structure

• Issue: Player cannot find game results

  • Guide them to My Account > History > Previously Played Games

• Issue: Player continues to dispute outcome

  • Escalate to CS Manager with full details

• Issue: Player provides no evidence

  • Review system records and explain findings clearly

Case Logging Requirements

Resolved Case:

• Owner: Customer Support / Support
• Category: General
• Subcategory: Fair Play Inquiry
• Subject: Ticket Dispute
• Resolved: Yes

Escalated Case (if needed):

• Owner: CS Manager / CS
• Escalation: Manager Escalation
• Category: General
• Subcategory: Fair Play Inquiry
• Subject: Ticket Dispute
• Resolved: No

Include details:

• Time & date of ticket
• Game name
• Bet amount
• Claimed winnings
• Sequence ID / Serial number