InDebted Contacts / Bank Fees

Article Title
InDebted Contacts / Bank Fees

Category
Deposit and Bonus / Decline Issue

General Information
InDebted is a collections agency used by Trustly (PayWithMyBank) to recover unpaid or failed bank transactions. If a PayWithMyBank deposit does not successfully clear the player’s bank, the balance may be sent to InDebted for collection.

Purpose / Objective
To guide agents in identifying InDebted-related fees and properly directing players to resolve outstanding balances.

Scenario / Use Case
A player contacts support stating they received communication from InDebted or noticed an unexpected fee tied to a PayWithMyBank (online banking) transaction.

Step-by-Step Instructions

1. Confirm InDebted Involvement

Verify the issue is related to InDebted by checking:

• Player received communication from InDebted Collections
• Player has a fee tied to PayWithMyBank / online banking deposits
• Bank statement description includes “Trustly”

2. Review Player’s Deposit History

• Check recent PayWithMyBank deposits
• Confirm whether any transactions may have:
  • Failed to clear
  • Been returned or unpaid

3. Explain the Situation

• Inform the player:
  • Funds may have been credited to their lottery account
  • However, the bank transaction did not successfully clear
  • This resulted in the balance being referred to InDebted

4. Direct Player to InDebted

Provide full contact details and guide the player to resolve the matter directly:

InDebted Contact Information:

• Phone: 1-888-306-3160
• Email: customersupport-us@indebted.co
• Website: https://www.indebted.co/en-US/contact

Player Guidance (Approved Messaging)

• Use empathy and clarity:
  • Acknowledge frustration
  • Explain that InDebted handles unresolved bank transactions
  • Direct them to appropriate contact channels

Additional Information / Tips

• Handle all interactions with care and empathy
• Do not attempt to resolve or reverse fees internally
• Emphasize that resolution must be handled through InDebted directly
• Avoid speculation—focus on confirmed transaction details

Variations / Related Questions

• “Who is InDebted?”
• “Why am I being contacted about a payment?”
• “Why do I owe money for my deposit?”
• “How do I fix this PayWithMyBank issue?”

Common Issues / Troubleshooting

• Issue: Player unaware of failed transaction

  • Explain difference between crediting account vs clearing bank

• Issue: Player upset about collections contact

  • Use empathetic tone and provide direct resolution path

• Issue: Player requests support to remove fee

  • Clarify InDebted is responsible for collection resolution

Case Logging Requirements

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

Suggested Case Logging Notes

• Player received communication from InDebted → advised using approved scripting and provided contact details
• Player reported fee related to PayWithMyBank → explained failed transaction and directed to InDebted