Withdrawal at Retail

Article Title
Withdraw at Retail

Category
Cashout / Documents

General Information
Withdraw at Retail allows players to cash out funds by generating a voucher that can be printed and redeemed at an authorized retailer. A working printer is required, as some retailers cannot scan vouchers directly from mobile devices.

Purpose / Objective
To guide agents in assisting players with requesting, printing, and redeeming retail withdrawal vouchers.

Scenario / Use Case
A player wants to withdraw funds using a retail voucher or needs help understanding how the voucher process works.

Step-by-Step Instructions

Requesting a Retail Withdrawal

1. Instruct the player to log into their account.

2. Navigate to:

   • My Account > Withdraw Funds

3. Select Withdraw Funds again.

4. Choose Withdraw at Retail(er) from the dropdown menu.

5. Enter withdrawal amount:

   • Whole dollar amount (no symbols or decimals)

Limits (Michigan State Lottery):

• Minimum: $10
• Maximum: $200 per transaction
• Daily limit: $2,000

1. Click Submit.

2. Processing details:

   • Takes 48 business hours
   • Additional documents (if required) will be requested via email

3. After documents are submitted:

   • Allow up to 48 business hours for processing

After Submission

• Withdrawal status appears in My Account > Withdraw Funds

Statuses:

• Pending: Under review
• Ready to Cash: Voucher approved and available to print
• Expired: Voucher not redeemed within 30 days
• Cancelled: Withdraw canceled by player
• Approved: Voucher redeemed

Printing and Redeeming the Voucher

1. Locate withdrawal marked Ready to Cash
2. Select View
3. Print the voucher using browser print option
4. Take printed voucher to a retailer for redemption

Important:

• Voucher must be physically printed
• Valid for 30 days from approval date

Cancellation

• Only Pending vouchers can be cancelled

• Cancel via My Account > Withdraw Funds

• Expired or canceled vouchers:

  • Funds return to player’s balance

NeoSphere Status Reference

• Pending / In Process → Not Ready
• Sending to Processor → Ready to Cash
• Approved → Redeemed
• Declined → Declined
• Cancelled → Cancelled
• Expired → Expired

Disabled Accounts

• Printed vouchers remain valid and redeemable
• To cancel a voucher on a disabled account:
  • Submit a Compliance case

Required Documentation

• Copy of ID (if requested)

Additional Information / Tips

• Always verify the player has access to a printer
• Suggest alternatives (library, print shop, friend/family) if needed
• Players receive email when voucher is ready

Variations / Related Questions Phrased Differently

• “How do I withdraw at a store?”
• “What is a voucher withdrawal?”
• “Do I need to print my voucher?”
• “Why can’t I scan it on my phone?”
• “What happens if my voucher expires?”

Common Issues / Troubleshooting

• Issue: Player has no printer

  • Suggest using a library, print center, or assistance from others

• Issue: Voucher expired

  • Funds return to account balance

• Issue: Voucher cancelled

  • Funds return to account balance

• Issue: Voucher shows redeemed/cancelled incorrectly

  • Advise filing a claim (mail or claim center)

• Issue: Player lost voucher email

  • Direct them to My Account → Withdraw Funds → View → Print

Case Logging Requirements

General Inquiry:

• Owner: Support
• Category: Cashout / Documents
• Subcategory: General Cashout Inquiry / Cashout Policy
• Subject: General Cashout Inquiry / Cashout Policy
• Resolved: No

Voucher Cancellation (if applicable):

• Owner: Compliance
• Category: Cashout / Documents
• Subcategory: Other
• Subject: Cancel Retail Voucher
• Resolved: No