Error Code 964

Article Title
Error Code 964

Category
Deposit and Bonus / Decline Issue

General Information
Error Code 964 indicates that a deposit was declined by the player’s bank due to insufficient funds. This means the payment method does not currently have enough available balance to complete the transaction.

Purpose / Objective
To guide agents in identifying Error Code 964 and properly advising players when a deposit is declined due to insufficient funds.

Scenario / Use Case
A player attempts a deposit and receives Error Code 964, often accompanied by a message indicating insufficient funds.

Step-by-Step Instructions

1. Navigate to the Payments tab in NeoSphere.
2. Locate the declined deposit.
3. Click View and review the details.
4. Confirm the decline reason shows insufficient funds.

Resolution

• Inform the player:

  • The deposit was declined by their bank due to insufficient funds

• Advise the player to:

  • Ensure sufficient funds are available
  • Try the deposit again later
  • OR use an alternative payment method

• If the player believes this is incorrect:

  • Recommend contacting their bank for clarification

Player Guidance (Approved Messaging)

• Clearly communicate:
  • The decline is coming from the bank, not the lottery system
  • They may retry after confirming account balance
  • Alternative methods are available

Rebuttal Guidance

• If the player requests more details or challenges the result:
  • Reinforce that only a general decline reason is visible
  • Suggest contacting their bank for more detailed information

Additional Information / Tips

• Avoid suggesting repeated attempts without resolving the balance issue
• Encourage checking available funds before retrying
• Alternative payment methods may resolve the issue faster

Variations / Related Questions

• “Why was my deposit declined?”
• “What does error 964 mean?”
• “Why isn’t my payment going through?”
• “I have money—why is it declining?”

Common Issues / Troubleshooting

• Issue: Player insists funds are available

  • Advise contacting the bank for clarification

• Issue: Repeated declines

  • Recommend verifying balance or switching payment method

Case Logging Requirements

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

Suggested Case Logging Notes

• Player received error code 964 when attempting deposit
• Advised decline due to insufficient funds
• Recommended contacting bank or using another payment method