Missing Deposits

Article Title

Missing Deposit

Category
Deposit and Bonus / Missing Deposit

General Information

A Missing Deposit occurs when a player believes they made a deposit that is not reflected in their lottery account balance, or when there is a mismatch between their bank statement and account transactions.

Purpose / Objective

To guide agents in identifying missing deposit issues, verifying transaction details, and determining when escalation to Compliance is required.

Scenario / Use Case

A player contacts support stating:

• A deposit appears on their bank statement but not in their lottery account
• Deposit amounts or dates do not match between bank and lottery account

Key Definitions

• Unauthorized Activity:
  Activity performed by someone other than the player

• Refund Request:
  Player requesting money back for a deposit they made

• Missing Deposit:
  A deposit is not showing in the player’s account or does not match bank records

Step-by-Step Instructions

1. Verify the Player’s Claim

• Confirm the player sees a charge on their bank statement
• Ask them to locate the matching transaction in their lottery account history

2. Instruct Player to Compare Transactions

• Have the player compare:
  • Dates
  • Amounts
  • Payment methods

Important:

• Explain that bank processing delays may cause date differences

3. Identify the Scenario

A. Date Mismatch Only

• Explain:
  • Lottery processes transactions immediately
  • Banks may show the transaction on a different date

B. Transaction is Pending in Bank

• Advise:
  • Deposit may show as declined on the lottery side
  • Bank may still be processing
  • Funds typically return to the player’s account

C. Transaction Approved by Bank but Missing

• This requires further review
• Proceed to investigation steps

Escalation Requirements

Before escalating, the player must provide documentation

Required Information

• Bank statement (or verification letter for AGLC)

AGLC Only:

• Acceptable documentation includes:
  • Bank letter confirming transaction
  • Must include:
    • Bank name
    • Player name
    • Account number
    • Transaction date

Missing Deposit Investigation Form

Include the following details when escalating:

• Date of Transaction
• Date on Bank Statement
• Payment Method Used
• Transaction Amount

When to Escalate

Escalate to Compliance ONLY if:

• Transaction is approved by bank
• Deposit is not reflected in player’s account
• Player has provided required documentation

Additional Information / Tips

• Always confirm transaction status before escalating
• Many issues resolve due to bank processing delays
• Carefully review transaction history before proceeding
• Ensure players understand the difference between pending vs posted transactions

Variations / Related Questions

• “My deposit isn’t showing up”
• “Why was I charged but didn’t get funds?”
• “Where did my deposit go?”
• “Why don’t my bank and lottery amounts match?”

Common Issues / Troubleshooting

• Issue: Player cannot find transaction

  • Direct them to review My Account > Transaction History

• Issue: Date mismatch

  • Explain bank processing delays

• Issue: Pending transaction

  • Advise waiting for bank to finalize

• Issue: Confirmed charge but no funds

  • Proceed with Compliance escalation

Case Logging Requirements

Player Researching

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

Escalation to Compliance

• Owner: Compliance
• Category: Deposit and Bonus
• Subcategory: Missing Deposit
• Subject: Missing Deposit
• Resolved: No

Suggested Case Logging Notes

• Player reported missing deposit → advised to compare bank and account transactions
• Player confirmed transaction approved but not received → escalated with completed form
• Player reviewed history and located deposit → resolved
• Player deposit used for purchase → clarified transaction details

Suggested Scripting

Date Difference

“I understand your concern. Lottery transactions are processed immediately, but your bank may display the transaction on a different date due to processing times.”

Pending Transaction

“Thank you for checking. It appears your bank is still processing the transaction. If it does not complete, the funds will typically be returned to your account.”

Confirmed Missing Deposit

“Thank you for verifying that. I will escalate this to our accounting department for review. Please provide the transaction details so we can investigate further.”