Intro to Withdrawals

Article Title
Introduction to Withdrawals

Category
Cashout / Documents

General Information
Players can withdraw available winnings from their account by submitting a withdrawal request. Withdrawals are processed to a payment method registered in the player’s name and may be cancelled while still pending.

Purpose / Objective
To provide agents with an overview of withdrawal options, requirements, and basic rules for assisting players with withdrawals.

Scenario / Use Case
A player wants to understand how withdrawals work, available methods, limits, or why they cannot withdraw certain funds.

Step-by-Step Instructions

Requesting a Withdrawal

1. Player logs into their account.
2. Navigates to My Account > Withdraw Funds.
3. Selects a preferred withdrawal method.
4. Enters the withdrawal amount.
5. Submits the request.

Cancelling a Withdrawal

• Players can cancel any pending withdrawal:
  • Go to My Account > Withdraw
  • Select Cancel next to the request
• Funds are immediately returned to the player’s balance

Available Withdrawal Methods

Players may withdraw using:

• ACH Direct Deposit
• PayPal
• Withdraw at Retail (voucher)
• Debit Card
• Bank draft/check
• PayWithMyBank / Trustly
• Venmo

Important:

• Withdrawal method must be in the player’s name

Withdrawal Amounts

• Minimum withdrawal: $10
• Maximum withdrawal: $100,000

Key Rules:

• Players must have made at least one successful deposit
• Only winnings can be withdrawn

Viewing Available Winnings

• Players can see available withdrawal funds:
  • Displayed above and below the withdrawal input field
• Agents can view available winnings:
  • NeoSphere > General tab > Cashier section

Additional Information / Tips

• Deposits are considered purchases of game credits
• Unused deposits cannot be withdrawn unless converted to winnings
• Withdrawal limits and eligibility depend on the selected method

Variations / Related Questions Phrased Differently

• “How do I withdraw money?”
• “What methods can I use to cash out?”
• “Why can’t I withdraw my balance?”
• “What is the minimum withdrawal?”
• “Can I cancel my withdrawal?”

Common Issues / Troubleshooting

• Issue: Player trying to withdraw deposited funds

  • Explain only winnings can be withdrawn

• Issue: Player cannot see full balance available

  • Clarify difference between deposits and winnings

• Issue: Player wants to cancel withdrawal

  • Direct them to cancel if still pending

Case Logging Requirements

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