Bonus Seeker

Article Title
Bonus Seeker in NeoSphere

Category
Deposit and Bonus / Bonus Abuser

General Information
The Bonus Seeker indicator is a system-controlled setting within NeoSphere. It is used internally and is not intended for agent interaction or manual updates.

Purpose / Objective
To guide agents on how to handle inquiries related to bonuses when a player may be impacted by system-controlled bonus eligibility settings.

Scenario / Use Case
A player contacts support asking why they are not receiving bonuses or promotions.

Step-by-Step Instructions

1. Navigate to the player’s account in NeoSphere.

2. Locate the Bonus Seeker field:

   • Found under the Account section on the General tab

3. Do not make any changes:

   • This setting is for system use only
   • Agents should never edit or interact with this field

Responding to Player Inquiries

If a player asks why they are not receiving bonuses:

• Inform them:
  • Bonuses are distributed based on various factors
  • Not all players receive the same promotions
  • Any available bonuses will appear in their account

Approved Messaging

• Advise the player:
  • Bonuses are sent to a unique group of players based on multiple factors
  • They should monitor:
    • Emails
    • In-app notifications or pop-ups for available promotions

Additional Information / Tips

• Do not reference the Bonus Seeker flag directly to the player
• Avoid implying any restriction tied to internal system settings
• Keep messaging general and focused on promotion eligibility

Variations / Related Questions Phrased Differently

• “Why am I not getting bonuses?”
• “How do I qualify for promotions?”
• “Why did I stop receiving offers?”
• “Am I blocked from bonuses?”

Common Issues / Troubleshooting

• Issue: Player not receiving bonuses

  • Explain promotions are targeted and vary per player

• Issue: Player believes they are excluded from offers

  • Reassure them bonuses are based on multiple factors

• Issue: Player requests manual addition of bonuses

  • Inform bonuses cannot be manually assigned

Case Logging Requirements

• Owner: Support
• Category: Deposit and Bonus
• Subcategory: Bonus Abuser
• Subject: Bonus Abuser
• Resolved: Yes