Error Code 923

Article Title
Error Code 923

Category
Deposit and Bonus / Decline Issue

General Information
Error Code 923 indicates that a payment method (card or account) has been blocked on the player’s account. This block is usually due to security, compliance, or account-related concerns.

Purpose / Objective
To guide agents in identifying why a payment method is blocked under Error Code 923 and determining the correct resolution or escalation process.

Scenario / Use Case
A player attempts to deposit and receives Error Code 923, indicating their card or payment method is blocked.

Step-by-Step Instructions

1. Navigate to the Payments tab and locate the rejected deposit.

2. Click View to review transaction details.

3. Perform a full account review, including:

   • Case notes
   • Compliance requests
   • Fraud indicators

4. Identify the reason the payment method is blocked.

Common Reasons for Error Code 923

• Player requested the card be blocked
• Payment Method Name Mismatch
• Fraud suspect / Compliance review
• Payment method used on another account (sharing)
• Blocked by Accounting/Compliance review

Resolution

If Reason is Known

• Inform the player of the specific reason
• Provide next steps:
  • Upload requested documents (if applicable)
  • Follow Compliance instructions
  • Use alternative payment methods in the meantime

If No Reason is Found

• Create a case to Compliance requesting clarification
• Inform the player:
  • Their payment method is under review
  • They may use other payment options while waiting

NCEL-Specific Note

• Payment Method Name Mismatch may not show notes
• Follow the designated NCEL process for those cases

Player Guidance (Approved Messaging)

• Inform the player:
  • Their payment method has been blocked for security reasons
  • If documents are required, they must be submitted
  • They may continue using other payment methods

Additional Information / Tips

• Always perform a full account review first
• Do not speculate if no reason is listed—escalate instead
• Avoid sharing detailed fraud reasoning
• Encourage alternate payment methods to avoid delays

Variations / Related Questions

• “Why is my card blocked?”
• “What does error 923 mean?”
• “How do I unblock my payment method?”
• “Why can’t I deposit with my card?”

Common Issues / Troubleshooting

• Issue: No notes in account

  • Escalate to Compliance

• Issue: Documents requested

  • Guide player to upload required documents

• Issue: Player insists no issue with card

  • Explain block is system/security-driven

Case Logging Requirements

Escalation to Compliance

• Owner: Compliance
• Category: Deposit and Bonus
• Subcategory: Decline Issue
• Subject: Blocked Payment Method
• Resolved: No

Suggested Case Logging Notes

• Player inquired about card decline with no visible reason → escalated to Compliance
• Player advised of document request and alternative payment methods