ACH Withdrawals

Article Title
ACH Withdrawals

Category
Cashout / Documents

General Information
ACH withdrawals allow players to transfer funds directly from their account to a bank account. Players must provide required banking and identification information and may need to complete verification before funds are processed.

Purpose / Objective
To guide agents in assisting players with requesting ACH withdrawals, understanding the process, and reviewing withdrawal statuses.

Scenario / Use Case
A player wants to withdraw funds using ACH, check the status of a withdrawal, or understand why additional steps or documentation may be required.

Step-by-Step Instructions

Requesting an ACH Withdrawal

1. Instruct the player to log in and open My Account.
2. Select Withdraw Funds.
3. Click Withdraw Funds again.

First-Time ACH Withdrawal:
4. Select ACH – Bank Transfer.
5. Enter:

• Withdrawal amount
• Driver’s license number and state
• Bank account number
• Routing number

1. Click Submit.

2. Complete two-factor authentication if prompted.

3. If needed, direct player to the “Where is my Account/Routing Number?” option for assistance.

Returning ACH Withdrawal / Existing Bank Account:
9. Select saved ACH account from dropdown.
10. Enter withdrawal amount.
11. Click Submit.

First Withdrawal to New ACH Account:
12. Player will be prompted to upload verification documentation.

After Submission:

• Confirmation message is displayed
• Funds move to a pending withdrawal status

Withdrawal Status

• Players can check status in:
  • My Account > Withdraw Funds

Statuses in NeoSphere (Payments Tab):

• Pending: Awaiting Compliance approval
• Approved: Approved by Compliance
• Closed (Approved): Withdrawal request completed

Processing Timelines

• Initial processing: 48 business hours

• Additional documentation (if required): requested via email

• After approval: 3–5 business days to reach bank account

• If player does not complete required actions within 7 calendar days:

  • Withdrawal is declined
  • Funds are returned to account balance

Required Documentation (if requested)

For ACH withdrawals:

• Copy of ID
• Voided check OR direct deposit letter

Bank document must include:

• Player’s full name
• Bank name
• Full routing number
• Full account number

Additional Information / Tips

• Two-factor authentication may be required before submitting a withdrawal
• Players should monitor email for updates or document requests
• Bank verification may be required for first-time withdrawals

Variations / Related Questions Phrased Differently

• “How do I withdraw money to my bank?”
• “How do I set up ACH withdrawal?”
• “Why is my withdrawal pending?”
• “How long does it take to get my money?”
• “Why do I need to submit documents?”

Common Issues / Troubleshooting

• Issue: Withdrawal pending

  • Explain review and approval process

• Issue: Player asked for documents

  • Instruct to submit required ID and bank documents

• Issue: Player did not complete request in time

  • Explain 7-day expiration and funds returning to balance

• Issue: Player unsure where to enter bank info

  • Walk through withdrawal steps in My Account

Case Logging Requirements

• Owner: Support
• Category: Cashout / Documents
• Subcategory: Pending Cashout / General Cashout Inquiry
• Subject: Pending Cashout / General Cashout Inquiry
• Resolved: Yes