Credit / Debit Card Deposits

Article Title
Credit / Debit Card Deposits

Category
Deposit and Bonus / Payment Methods

General Information
Players can deposit funds using credit or debit cards, depending on brand eligibility. The process is the same for both card types, though not all brands support credit cards.

Purpose / Objective
To guide agents in assisting players with credit/debit card deposits, including steps, requirements, and troubleshooting.

Scenario / Use Case
A player wants to deposit using a card, update card details, or troubleshoot a declined or failed transaction.

Step-by-Step Instructions

Deposit Flow

1. Player selects or enters the deposit amount.

2. Enters card information:

   • Card number
   • Expiration date
   • CVV code

3. Player name:

   • Auto-filled from My Account > Personal Details
   • Can be edited if needed

4. Select Continue.

5. Review transaction details.

6. Click Submit to complete deposit.

Important Notes

• CVV is required for every transaction
• Expiration date can be updated by clicking Edit
• Cards can be removed using the trash icon
• Input fields include helpful prompts/explanations

Accepted Card Types (MSL & Other Brands)

Troubleshooting

Card Declines After Updating CVV or Expiration

• If a player recently updated card details and is experiencing declines:
  • Advise them to:
    • Remove the saved card
    • Re-enter the card as new

General Troubleshooting Tips

• Verify all card details are entered correctly
• Ensure CVV is entered each time
• Confirm expiration date is current
• Suggest trying another payment method if issues persist

Additional Information / Tips

• Players can manage saved cards within their account
• Prepaid cards may not always work depending on the brand
• Some card types may have restrictions based on issuing bank

Variations / Related Questions

• “How do I deposit with my card?”
• “Why is my card not working?”
• “Do I need to enter CVV every time?”
• “Can I update my card info?”
• “Why was my card declined?”

Common Issues / Troubleshooting

• Issue: Card declined after update

  • Remove and re-add card

• Issue: Missing CVV

  • Must be entered every time

• Issue: Unsupported card type

  • Suggest alternative method

• Issue: Incorrect expiration date

  • Update before retrying

Case Logging Requirements

• Log based on deposit issue or inquiry using Deposit and Bonus category