PayPal Deposits

Article Title
PayPal Deposits

Category
Deposit and Bonus / Payment Methods

General Information
PayPal is a secure and commonly used deposit method that allows players to fund their account through a linked PayPal account. Players must meet specific requirements depending on the brand.

Purpose / Objective
To guide agents in assisting players with PayPal deposits, including setup, usage, troubleshooting, and escalation scenarios.

Scenario / Use Case
A player wants to deposit using PayPal, is having trouble completing a PayPal transaction, or is experiencing a decline or error.

Step-by-Step Instructions

PayPal Requirements

• Player must have a PayPal account

NCEL Only

• PayPal must be linked to an ACH bank account (routing + account number)

MSL / VAL / AGLC

• PayPal can be linked to:
  • ACH bank account OR
  • Debit/credit card

How to Make a PayPal Deposit

1. Enter deposit amount
2. Click Submit / Continue to PayPal
3. Player is redirected to PayPal login page
4. Player logs into PayPal and confirms payment
5. Player is redirected back to site
6. Funds are credited to account

Important Notes

• A separate PayPal window will open during the process
• The transaction will not complete until all PayPal steps are finished
• Player should not close the PayPal window prematurely

PayPal Account Rules

• Only one PayPal account per lottery account

• A PayPal account can only be linked to one player account at a time

• To change PayPal account:

  • Must escalate to Compliance to remove existing PayPal

Common PayPal Errors & Resolutions

Error 925

• Payment could not be processed
• Action: Try another payment method

Error 970

• Timeout during processing
• Action: Retry deposit

Error 9701

• Player canceled transaction or closed window
• Action: Retry and complete full process

Error 9330

• Declined by PayPal
• Action: Contact PayPal

Error 9331

• Incorrect login/details
• Action: Verify PayPal credentials

Error 9333

• PayPal limits exceeded
• Action: Contact PayPal or lower deposit

Error 9335

• PayPal account mismatch
• Action:
  • Only one PayPal allowed
  • Escalate to remove existing PayPal

Error 9334

• PayPal account already used on another account
• Action:
  • Use different PayPal account
  • Contact PayPal if unsure

Pending PayPal Deposits

• Pending transactions will eventually timeout and decline
• Advise player to:
  • Try again later
  • Ensure all steps are completed
  • Verify PayPal account is properly linked

Player Guidance (Key Points)

• PayPal must be properly linked (bank or card depending on brand)
• Only one PayPal account allowed per lottery account
• Many PayPal errors require contacting PayPal directly

PayPal Support Contact

• Website: www.paypal.com
• Phone: 1-888-221-1161

Additional Information / Tips

• Ensure player completes PayPal flow fully
• Check error codes before advising
• Suggest alternate payment methods if repeated failures occur
• Escalate for PayPal removal only when requested

Variations / Related Questions

• “How do I deposit with PayPal?”
• “Why is my PayPal not working?”
• “Why was my PayPal declined?”
• “Can I use a different PayPal account?”

Common Issues / Troubleshooting

• Issue: PayPal window closed early

  • Retry and complete process

• Issue: PayPal account mismatch

  • Escalate to remove existing

• Issue: PayPal declined

  • Contact PayPal

• Issue: Pending transaction

  • Wait or retry later

Case Logging Requirements

Remove PayPal (Escalation)

• Owner: Compliance
• Category: Deposit and Bonus
• Subcategory: Other
• Subject: Block PayPal
• Resolved: No

General PayPal Inquiry

• Owner: Customer Support / Support
• Category: General
• Subcategory: Site & Games Information
• Subject: Site & Games Information
• Resolved: Yes

PayPal Decline / Timeout / Cancelled

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

Suggested Case Logging Notes

• Player asked how PayPal works → provided instructions
• Player PayPal declined → advised contacting PayPal
• Player error (9331) → advised to verify login details
• Player requested PayPal change → escalated to Compliance
• Player PayPal pending → advised retry and complete process