Withdrawal at Retail Voucher Inquiries

Article Title
Withdraw at Retail Voucher Inquiries

Category
Cashout / Documents

General Information
Players may contact support with questions or issues related to retail withdrawal vouchers. Agents should always perform a full account review before responding to ensure accurate guidance.

Purpose / Objective
To guide agents in addressing common inquiries related to retail vouchers, including printing issues, redemption concerns, and locating vouchers.

Scenario / Use Case
A player has trouble printing their voucher, believes a voucher was redeemed or cancelled incorrectly, or cannot locate their voucher.

Step-by-Step Instructions

Player Does Not Have Access to a Printer

• Inform the player that:

  • A physical printed voucher is required for redemption at a retailer

• Provide alternatives:

  • Local libraries
  • Office supply stores
  • Assistance from a friend or family member

• If printing is not possible:

  • Advise the player they can cancel the withdrawal (if still pending)
  • Offer assistance with selecting another withdrawal method

Player Reports Voucher Shows Redeemed or Cancelled

1. Review the transaction details to confirm:

   • Date and time of redemption or cancellation

2. Advise the player:

   • They will need to file a claim

3. Provide next steps:

   • Submit claim via mail OR
   • Visit a Lottery claim center

4. Send the appropriate communication:

   • Use Email Player function
   • Send: Online Game Card – Filing a Claim

Player Lost Voucher Email

1. Instruct the player to log into their account.
2. Navigate to:
   • My Account > Withdraw Funds
3. Locate voucher with status Ready to Cash
4. Select View
5. Use browser Print option to print voucher

Additional Information / Tips

• Always verify voucher status before providing guidance
• Ensure players understand the requirement for printed vouchers
• Use empathy when handling redemption or claim-related issues

Variations / Related Questions Phrased Differently

• “I can’t print my voucher—what do I do?”
• “My voucher says redeemed but I didn’t use it”
• “I lost my voucher email—how do I find it?”
• “Why does my voucher say cancelled?”
• “How do I get my voucher again?”

Common Issues / Troubleshooting

• Issue: No printer available

  • Suggest alternative printing options

• Issue: Voucher appears redeemed/cancelled unexpectedly

  • Direct player to file a claim

• Issue: Player lost voucher email

  • Guide them to retrieve it via account

Case Logging Requirements

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