Compliance Withdrawal Request

Article Title
Compliance Withdrawal Request

Category
Cashout / Documents

General Information
A Compliance Withdrawal Request allows withdrawals to be processed on behalf of a player when they cannot complete the request themselves. This process is only available under specific conditions and must follow strict method and documentation requirements.

Purpose / Objective
To guide agents in initiating a Compliance Withdrawal Request, ensuring proper eligibility, approval, and documentation.

Scenario / Use Case
A player cannot complete a withdrawal due to account restrictions or technical issues and requests assistance.

Step-by-Step Instructions

1. Confirm the player meets one of the valid scenarios:

   • Account disabled
   • Self-exclusion
   • Technical/connection issues preventing withdrawal (e.g., invalid method error)

2. Obtain Team Lead approval using the Breaks and Questions Template.

3. Confirm the player has made at least one successful deposit.

4. Confirm withdrawal method eligibility:

   • PayWithMyBank and PayPal require a successful deposit using that method within the last 6 months

5. Check documentation:

   • If not already on file, instruct the player to submit required documents

Available Withdrawal Methods (Michigan State Lottery)

• ACH Bank Transfer

  • Required: ID + ACH verification
  • (Voided check or Direct Deposit form)

• PayWithMyBank

  • Required: ID

• Bank Draft (Paper Check)

  • Required:
    • ID
    • Proof of residency (if address is incorrect on ID or account)

Important Notes

• Only the listed methods can be used
• VISA cards are not eligible for Compliance Withdrawal Requests
• Requests using unsupported methods will cause delays

Player Guidance

• Advise the player:

  • Do not play the funds during processing
  • Playing funds will prevent the withdrawal from being processed

• Inform the player:

  • They will receive updates via email regarding their withdrawal

Case Creation

Create a case for Compliance and include the following details:

Details of Withdrawal

• Amount of Withdrawal
• Withdrawal Method & last 4 digits of account number
• Team Lead approval by

Additional Information / Tips

• Always confirm approval before proceeding
• Ensure all required documentation is clearly communicated
• Double-check withdrawal method eligibility to prevent delays

Variations / Related Questions Phrased Differently

• “Can you withdraw my money for me?”
• “I can’t access my account—how do I cash out?”
• “Why can’t I withdraw using my method?”
• “Can support process my withdrawal?”

Common Issues / Troubleshooting

• Issue: Player has not deposited before

  • Inform them a deposit is required before withdrawal

• Issue: Unsupported withdrawal method requested

  • Advise only approved methods are allowed

• Issue: Missing documents

  • Direct player to submit required documentation

• Issue: Player continues to play funds

  • Inform them this prevents withdrawal processing

Case Logging Requirements

• Owner: Compliance
• Category: Cashout / Documents
• Subcategory: Same Day Cashout Request
• Subject: Initiate Cashout Request
• Resolved: No