Prize Claim Status in NeoSphere

Article Title
Prize Claim Status in NeoSphere

Category
Cashout / Documents

General Information
Agents can track and review the status of major prize claims through the Pending Prizes tab in NeoSphere. Each claim will display a status indicating where it is in the claim process. Agents must use approved scripting and avoid disclosing internal system messaging.

Purpose / Objective
To guide agents in reviewing prize claim statuses in NeoSphere and properly communicating updates to players.

Scenario / Use Case
A player contacts support to check the status of a major prize claim or needs assistance understanding what their claim status means.

Step-by-Step Instructions

Viewing a Prize in NeoSphere

1. Navigate to the Pending Prizes tab.
2. Use default filters to view all claims within the selected date range.
3. Review the list of pending prize claims and identify the status.
4. Select View to see detailed information about the claim.
5. Provide the player with an update using the appropriate status guidance below.

Prize Claim Status Definitions & Actions

Not Started

• Player has not begun the claim process
• Direct player to begin claim (see claim instructions in their account)

Completed

• Net prize amount has been deposited into the player’s account

Expired

• Prize is no longer eligible to be claimed

Accounting – Pending First Approval / Second Approval

• Claim is in progress
• Advise:
  • Processing may take up to 2 business days from claim submission
  • Player will receive an email when complete
  • Funds will be available after completion

Security Hold

• Claim is under review
• Action:
  • Inform the player their claim is being reviewed
  • Escalate to Compliance (Manager Escalation)

SSN Manual Verification Pending

Scenario 1:

• Player skipped SSN entry
• Player can still enter SSN via their account

Scenario 2:

• Player failed SSN verification 4 times
• Action:
  • Inform player verification must be completed manually
  • Advise they will receive an email requesting documentation
  • Documents must be submitted within 7 days
  • Escalate to Compliance

Visit Claim Center – Pending Approval

• Player must complete claim in person
• Provide Lottery Headquarters details:
  • Phone: 844-917-6325 (Mon–Fri, 7:45 AM–4:45 PM EST)
  • Address: 101 E. Hillsdale Street, Lansing, MI

System Approval

• Indicates system error
• Action:
  • Notify Team Lead immediately
  • Further escalation (Jira) likely required

Important Notes

• Do not share internal red status messages with players
• Always use approved scripting when explaining statuses
• Email notifications are sent to the player when updates occur

Additional Information / Tips

• Always verify claim status before responding
• Use clear timelines to manage expectations
• Escalate appropriately based on status

Variations / Related Questions Phrased Differently

• “What’s happening with my prize claim?”
• “Why is my prize still pending?”
• “How long does a claim take?”
• “Why do I need to verify my SSN?”
• “What does this claim status mean?”

Common Issues / Troubleshooting

• Issue: Claim still pending

  • Advise normal 2 business day processing

• Issue: SSN verification failed

  • Escalate for manual verification

• Issue: Security hold

  • Escalate to Compliance

• Issue: Player needs to visit claim center

  • Provide contact details and instructions

• Issue: System error status

  • Notify Team Lead immediately

Case Logging Requirements

General Inquiry:

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

SSN Manual Verification:

• Owner: Compliance
• Category: Technical Issues
• Subcategory: Other
• Subject: Major Prize Claim SSN Failure
• Resolved: Yes

Security Hold Escalation:

• Owner: Compliance
• Escalation: Manager Escalation
• Category: Cashout / Documents
• Subcategory: Large Amount Winners
• Subject: Security Hold
• Resolved: No