Missing/Pending Withdrawals

Article Title
Missing / Pending Withdrawal

Category
Cashout / Documents

General Information
Players may contact support if they have not received their withdrawal or if the status remains pending. Agents must review the withdrawal status, confirm timelines, and determine whether escalation or additional documentation is required.

Purpose / Objective
To guide agents in investigating missing or pending withdrawals and determining the correct resolution or escalation path.

Scenario / Use Case
A player reports that a withdrawal has not been received or is delayed.

Step-by-Step Instructions

Step 1: Identify Withdrawal Status

1. Confirm the player requested a withdrawal.
2. Check if the withdrawal has been approved.

If Withdrawal is APPROVED

1. Determine if the normal delivery timeframe has passed.

• Within Timeframe:

  • Advise the player of expected delivery time based on payment method

• Past Timeframe:

  • Inform the player the delay requires investigation
  • Request a bank statement covering the expected timeframe
  • Initiate an inquiry after proof is provided

If Withdrawal is NOT APPROVED

1. Check if documents are required:

• Review Messages tab for requests
• Check:
  • General tab (ID required)
  • Payments tab (bank/card verification required)

If Documents ARE Requested

1. Check if the player submitted documents:

• Documents Submitted:

  • Within processing time → Advise up to 2 business days
  • Outside processing time → Escalate to accounting

• Documents NOT Submitted:

  • Instruct player to upload/send required documents

If Documents are NOT Requested

1. Check processing time since withdrawal request:

• Within processing time:

  • Advise it may take up to 2 business days

• Past processing time:

  • Escalate withdrawal to accounting

Escalation Requirements

• Must have proof uploaded (bank statement) before escalation for missing funds
• Include detailed case notes and contact summary

Additional Information / Tips

• Always verify key dates: request date and approval date
• Escalations require complete documentation
• Use correct terminology (internally referred to as “cashout” only in notes)

Variations / Related Questions Phrased Differently

• “Where is my withdrawal?”
• “Why haven’t I received my money?”
• “My withdrawal is still pending—what’s happening?”
• “How long does it take to receive funds?”
• “Why is my withdrawal delayed?”

Common Issues / Troubleshooting

• Issue: Withdrawal approved but not received

  • Check timeframe and request bank statement if expired

• Issue: Withdrawal still pending

  • Check for document requests or processing time

• Issue: Player has not submitted documents

  • Direct them to upload required documents

• Issue: No activity from accounting

  • Escalate if past processing time

Case Logging Requirements

Approved – Within Timeframe

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

Approved – Past Timeframe (Missing Cashout)

• Owner: Compliance
• Category: Cashout / Documents
• Subcategory: Missing Cashout
• Subject: Missing Cashout
• Resolved: No

Not Approved – Documents Within Processing

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

Not Approved – Delayed (Escalation Required)

• Owner: Compliance
• Category: Cashout / Documents
• Subcategory: Pending Cashout
• Subject: Delayed Pending Cashout
• Resolved: No