Error Code 963

Article Title
Error Code 963

Category
Deposit and Bonus / Decline Issue

General Information
Error Code 963 indicates that the player’s card issuer (bank) has declined the transaction. This decline originates from the financial institution, not the lottery system.

Purpose / Objective
To guide agents in identifying Error Code 963 and advising players on the correct steps to resolve the issue.

Scenario / Use Case
A player attempts a deposit using a credit/debit card and receives Error Code 963.

Step-by-Step Instructions

1. Navigate to the Payments tab and locate the declined transaction.
2. Click View to review details.
3. Determine whether the player has successfully used this card before.

Handling Based on Card History

Player HAS deposited with the card before

• Advise the player:

  • Their bank is now declining the transaction
  • Recommend contacting their card issuer and inform them:
    • The card has worked successfully in the past

• Suggest:

  • Asking the bank why transactions are now being blocked
  • Trying another payment method if needed

Player has NOT deposited with the card before

• Advise the player:

  • Their card issuer declined the transaction

• Recommend:

  • Contacting their bank for more information
  • Trying a different payment method

If Player Requests More Detail

• Inform the player:
  • Support can only see that the bank declined the transaction
  • The card issuer is best suited to explain the reason

Key Guidance

• This is a bank-level decline, not a system issue
• Repeated attempts may continue to fail unless the bank allows the transaction
• The fastest resolution is contacting the card provider directly

Additional Information / Tips

• Encourage players to clearly state to their bank they are attempting a lottery transaction
• Some banks block gambling-related transactions by default
• Alternative methods (ACH, PayPal, etc.) may avoid delays

Variations / Related Questions

• “Why was my card declined?”
• “What does error 963 mean?”
• “Why did my card stop working?”
• “How do I fix this payment issue?”

Common Issues / Troubleshooting

• Issue: Card worked before but now declined

  • Direct player to contact bank and mention prior successful transactions

• Issue: First-time card attempt declined

  • Advise bank contact for approval or use different method

• Issue: Player insists nothing is wrong with card

  • Reinforce that the decline is coming from the bank

Case Logging Requirements

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

Suggested Case Logging Notes

• Player receiving error code 963 when depositing
• Advised to contact card issuer for further information
• Suggested alternative payment methods