Major Prize Claim Basics

Article Title
Major Prize Claim Basics

Category
Cashout / Documents

General Information
A Major Prize is any net win greater than $600. These prizes are placed into a pending prize bucket until the claim process is completed. Funds will only become available after the claim is successfully processed or will expire after 365 days if unclaimed.

Purpose / Objective
To guide agents in assisting players with claiming major prizes, understanding claim requirements, and explaining review processes based on prize amount.

Scenario / Use Case
A player has won a prize over $600 and needs assistance with claiming it or understanding why their funds are pending.

Step-by-Step Instructions

Major Prize Overview

• Any net prize over $600 requires a claim

• Net prize = total prize minus wager

• Prize remains pending until claimed or expired

• Players can view their prizes in:

  • My Account > History > Tax Reported Prizes

Claim Requirements by Amount

• $600.01 – $999.99

  • Claim completed online
  • No review required

• $1,000 – $5,000

  • Claim completed online
  • Subject to PA-11 review

• $5,000.01 – $99,999.99

  • Claim completed online
  • Subject to:
    • PA-11 review
    • Federal Tax review
    • State Tax review

• $100,000 and greater

  • Must schedule appointment with Player Relations Division
  • Required documents:
    • Government-issued ID
    • Social Security Card

• Appointment Details:

  • Phone: 1-844-917-6325 (Option 2)
  • Hours: Monday–Friday, 7:45 AM – 4:45 PM (EST)
  • Address: 101 E. Hillsdale Street, Lansing, MI 48933

How to Claim a Prize

1. Player navigates to:

   • My Account > History > Tax Reported Prizes

2. Select Submit Claim for the desired prize

3. Enter full Social Security Number (SSN)

   • Required for first claim

4. SSN Verification Outcomes:

   • Verified: Claim proceeds
   • Not Verified: Player can retry (up to 4 attempts)

5. If SSN fails after 4 attempts:

   • Status becomes Manual Verification Pending
   • Requires further review/assistance

6. After verification:

   • Claim proceeds to applicable review stage

7. Once approved:

   • Prize (minus deductions) is credited to player’s account

Important Notes

• Prize funds cannot be used until claim is completed
• Claim must be submitted within 365 days
• Taxes and deductions may apply depending on amount

Player Unable to Login

• If player cannot access account (e.g., self-exclusion):
  • Consult a Team Lead for next steps

Additional Information / Tips

• Encourage players to complete claims promptly
• Clearly explain SSN verification requirements
• Set expectations for review timelines

Variations / Related Questions Phrased Differently

• “How do I claim my prize over $600?”
• “Why is my prize pending?”
• “What do I need to claim my winnings?”
• “Why do I need to enter my SSN?”
• “How long does a prize claim take?”

Common Issues / Troubleshooting

• Issue: SSN not verifying

  • Allow up to 4 attempts
  • Escalate for manual verification if needed

• Issue: Player confused about pending prize

  • Explain claim requirement and review process

• Issue: Large prize requires appointment

  • Provide contact details and instructions

• Issue: Player expects immediate payout

  • Clarify review and processing requirements

Case Logging Requirements

• Owner: Support
• Category: Cashout / Documents
• Subcategory: Large Amounts Winners
• Subject: Large Amounts Winners
• Resolved: Yes