ACH - Declined Deposit Codes

Article Title
ACH Deposit Declines

Category
Deposit and Bonus / Decline Issue

General Information
ACH deposit requests may be declined for a variety of reasons related to technical errors, bank responses, account limits, or verification issues. Each decline includes an error code and message that helps identify the cause and determine the appropriate resolution.

Purpose / Objective
To guide agents in identifying ACH deposit decline reasons using error codes and advising players on the correct next steps.

Scenario / Use Case
A player contacts support stating their ACH deposit was declined or asks why their payment did not go through.

Step-by-Step Instructions

1. Navigate to the player’s deposit attempt details.
2. Identify the error code associated with the decline.
3. Match the code with the decline reason and recommended solution.
4. Advise the player accordingly.

Common ACH Decline Codes & Resolutions

Technical Failure / Timeout

• Error Codes: 925, 180
• Message: Billing system unable to accept deposit
• Resolution:
  • Advise player to try a different payment method

Bank Decline

• Error Code: 9700
• Message: See Decline Notice
• Resolution:
  • Provide Decline Notice details
  • Suggest trying another payment method

General Decline

• Error Code: 920
• Message: See Decline Notice
• Resolution:
  • Follow Decline Notice instructions
  • Suggest alternate payment method

Player Identification Issue

• Error Codes: 150042, 9259
• Message: Issue with personal or bank details
• Resolution:
  • Ensure all required information is entered
  • Advise entering Driver’s License if missing
  • Direct to:
    • Phone: 1-800-500-1973
    • Website: www.vippreferred.com/en/contact-us
  • Suggest alternate payment method if needed

Consumer Reporting Agency Decline

• Error Code: 9258
• Message: Based on consumer reporting agency data
• Resolution:
  • Advise player to try another method
  • Direct to Decline Notice details

Limit Reject

• Error Code: 901
• Message: Deposit exceeds allowed limits
• Resolution:
  • Reduce deposit amount OR
  • Contact Pavilion Payments:
    • Website: www.vippreferred.com/en/facta-report
    • Phone: 1-800-638-4600 (Ext. 410)

Decline Notice Explanation

If a player receives a Decline Notice:

• Decision made based on consumer reporting agency information
• Player rights include:
  • Requesting a copy of their report (within 60 days)
  • Disputing inaccurate information

Contact Information:

• Pavilion Payments Gaming Services
• Website: www.vippreferred.com/en/facta-report
• Phone: 1-800-638-4600 (Ext. 410)
• Address: P.O. Box 59371, Chicago, IL 60659

Additional Information / Tips

• Always match error code to correct resolution before advising
• Provide external contact details when required
• Encourage alternate payment methods if issue persists
• Do not attempt to override system declines

Variations / Related Questions

• “Why is my bank deposit failing?”
• “What does this error code mean?”
• “Why was my ACH declined?”
• “How do I fix this payment issue?”
• “Who do I contact about my deposit?”

Common Issues / Troubleshooting

• Issue: Technical/timeout errors

  • Advise different payment method

• Issue: Incorrect personal info

  • Update and re-enter details

• Issue: Bank/consumer report decline

  • Provide Decline Notice instructions

• Issue: Limit exceeded

  • Adjust deposit amount or contact Pavilion

Case Logging Requirements

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

Suggested Case Logging Notes

• Player’s ACH declined (Code 925/180) → advised alternate payment method
• Player’s ACH declined (Code 9700/920) → provided Decline Notice guidance
• Player’s ACH declined (Code 150042) → advised to complete identification steps
• Player’s ACH declined (Code 901) → advised to adjust amount or contact Pavilion