Prepaid Card Deposits

Article Title
Prepaid Gift Card Deposits

Category
Deposit and Bonus / Payment Methods

General Information
Prepaid gift cards can be used as a deposit method on supported brands. However, AGLC and NCEL do NOT allow prepaid gift card deposits.

Purpose / Objective
To guide agents in assisting players using prepaid gift cards and handling potential issues such as name mismatches or verification concerns.

Scenario / Use Case
A player attempts to deposit using a prepaid gift card and needs help entering details correctly or understanding why the deposit may not work.

Key Guidelines

Card Entry Requirements

• Players must enter card details exactly as they appear on the card
• This includes:
  • Cardholder name
  • Card number
  • Expiration date
  • CVV

Important:

• The name may not be a person’s name
  • Example: “A Gift For You”
• The system requires an exact match to what is printed

Brand Restrictions

• Not Supported:

  • AGLC
  • NCEL

• Supported (where applicable):

  • MSL
  • VAL
  • WVL

Handling Common Scenarios

Successful Use

• In most cases:
  • The system will recognize the card as prepaid
  • Deposit can proceed normally

Name Mismatch Issues

• Some prepaid cards may trigger a:

  • Credit Card Name Mismatch (CCNM) scenario

• Action:

  • Follow Compliance notes if available
  • Request documents if required

When to Escalate

• If deposit fails and no clear reason is available
• If Compliance has left notes requesting documents
• If the situation does not match known patterns

? In these cases:

• Consult with a Team Lead before proceeding

Player Guidance

• Inform players:
  • They must enter card details exactly as shown
  • Prepaid cards may not always be accepted
  • Some deposits may require additional verification

Additional Information / Tips

• Always review Compliance notes first before advising
• Do not assume name entry format—always verify card text
• Encourage alternate payment methods if issues persist

Variations / Related Questions

• “Why is my prepaid card not working?”
• “What name should I enter for my gift card?”
• “Can I use a Visa gift card?”
• “Why does it say name mismatch?”

Common Issues / Troubleshooting

• Issue: Incorrect name entered

  • Ensure exact match with card

• Issue: Card not accepted

  • Confirm brand supports prepaid cards

• Issue: Name mismatch error

  • Follow CCNM process and Compliance notes

Case Logging Requirements

• Log based on deposit issue or payment method concern

Suggested Case Logging Notes

• Player attempted prepaid card deposit → advised to enter details exactly as printed
• Player experiencing card issues → reviewed compatibility and suggested alternatives