PayWithMyBank Withdrawals

Article Title
PayWithMyBank Withdrawals

Category
Cashout / Documents

General Information
PayWithMyBank is a payment method that allows players to withdraw funds directly to their bank account using their online banking credentials. The service does not require creating a separate account and does not store banking login information.

Purpose / Objective
To guide agents in assisting players with requesting withdrawals using PayWithMyBank and understanding requirements, limits, and processing.

Scenario / Use Case
A player wants to withdraw funds using PayWithMyBank or needs help understanding the process and requirements.

Step-by-Step Instructions

Eligibility

1. Confirm the player has a checking or savings account with a financial institution.

Requesting a PayWithMyBank Withdrawal

1. Instruct the player to log into their account.

2. Navigate to:

   • Withdraw Funds

3. Select Withdraw Funds again.

4. If it is the player’s first withdrawal:

   • They will see:
     • ACH Bank Transfer
     • Online Banking

5. Select Online Banking.

6. A PayWithMyBank window will open displaying available banks.

7. Player selects their bank:

   • If their bank is not listed → they cannot withdraw using this method

8. Player logs into their bank using their credentials:

   • If login fails → verify credentials and retry

9. Player selects the bank account for withdrawal:

   • If they close the window or time out → they must restart the process
   • Login credentials are not stored

10. Click Continue to confirm the bank account.

11. Enter withdrawal amount and select Submit.

12. Complete Two-Factor Withdrawal Authentication if prompted.

13. If successful:

• Confirmation message appears
• Funds move to a pending withdrawal status

Withdrawal Status

Players can view their withdrawal status in:

• My Account > Withdraw Funds

Agents can view status in NeoSphere > Payments tab:

• Pending: Awaiting approval
• Approved: Processed into bank account
• Closed (Approved): Request completed
• Sending to Processor: Sent to bank (can remain 7–10 business days)

Processing Timelines

• Initial processing: 48 business hours

• If documents are required: requested via email

• After approval:

  • Funds typically arrive within 1–3 business days

• If required actions are not completed within 7 calendar days:

  • Withdrawal is declined
  • Funds are returned to account balance

Required Documents (if requested)

• Copy of ID

Withdrawal Limits (Michigan State Lottery)**

• Maximum single amount: $5,000
• Maximum daily amount: $10,000
• Maximum weekly amount: $15,000
• Maximum daily count: 3
• Maximum weekly count: 14

Additional Information / Tips

• Player must select a bank from the available list
• Session timeouts require restarting the process
• Bank login credentials are never stored

Variations / Related Questions Phrased Differently

• “How do I withdraw using online banking?”
• “What is PayWithMyBank?”
• “Why can’t I find my bank?”
• “How long does PayWithMyBank withdrawal take?”
• “Do I need to create an account to use this?”

Common Issues / Troubleshooting

• Issue: Bank not listed

  • Inform player the method is not available for their bank

• Issue: Login fails

  • Verify online banking credentials

• Issue: Session timeout

  • Restart withdrawal process

• Issue: Withdrawal pending

  • Explain processing timeline

• Issue: Documents requested

  • Instruct player to submit ID

Case Logging Requirements

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