Debit Card Withdrawal Declines

Article Title
Debit Card Withdrawal Declines

Category
Deposit and Bonus / Decline Issue

General Information
Debit card withdrawal requests may sometimes be declined due to compatibility issues or system-related errors. Agents can review the decline reason in the Payments tab and provide appropriate guidance to the player.

Purpose / Objective
To guide agents in identifying why a debit card withdrawal was declined and advising the player on next steps.

Scenario / Use Case
A player contacts support stating their debit card withdrawal was declined or they cannot use their card for withdrawals.

Step-by-Step Instructions

1. Navigate to the Payments tab in NeoSphere.

2. Locate the declined withdrawal request.

3. Review the decline details:

   • Check if it matches reasons listed in Withdrawal Declines
   • Review the error code and comments box

4. Identify common compatibility decline:

   • Error codes: 964 or 180064
   • Comments indicating:
     • “Request type is not permitted on the card”

5. If identified as a compatibility issue:

   • Inform the player the debit card is not compatible for withdrawal

Player Guidance / Scripting

• Card Not Compatible:

  • Inform the player their Visa/Mastercard debit card is not compatible
  • Suggest verifying card details or using another withdrawal method

• Card Not Listed:

  • If the card does not appear during withdrawal
  • Advise the player the card is not currently compatible

Withdrawal Limits (Michigan State Lottery)

Visa Debit:

• Minimum single withdrawal: $10
• Maximum single withdrawal: $2,000
• Maximum daily withdrawal: $10,000
• Maximum weekly withdrawal: $20,000
• Maximum daily count: 5
• Maximum weekly count: 10

Mastercard Debit:

• Minimum single withdrawal: $10
• Maximum single withdrawal: $2,000
• Maximum daily withdrawal: $10,000
• Maximum weekly withdrawal: $20,000
• Maximum daily count: 5
• Maximum weekly count: 10

Important Notes:

• Limits are based on a rolling period
• Only approved withdrawals count toward limits

Additional Information / Tips

• Not all debit cards are compatible for withdrawals
• Error codes and comments are key to identifying the issue
• Recommend alternative withdrawal methods if compatibility fails

Variations / Related Questions Phrased Differently

• “Why was my debit card withdrawal declined?”
• “Why can’t I withdraw to my card?”
• “Why isn’t my card showing up?”
• “What does this error code mean?”
• “Can I fix my declined withdrawal?”

Common Issues / Troubleshooting

• Issue: Error code 964 or 180064

  • Card is not compatible

• Issue: Card not appearing as option

  • Card is not eligible for withdrawals

• Issue: Player unsure why declined

  • Review error code and explain reason

• Issue: Player wants to retry same card

  • Suggest alternate withdrawal method

Case Logging Requirements

• Owner: Support
• Category: Deposit and Bonus
• Subcategory: Decline Issue
• Subject: Decline Issue
• Resolved: Yes