Online Game Card (OGC) Deposit Declines

Article Title

Online Game Card (OGC) Deposit Declines

Category
Deposit and Bonus / Alternative Deposit Methods

General Information

Online Game Card (OGC) deposit declines occur when a card cannot be successfully redeemed. Each decline includes a specific error code that determines how the issue should be handled.

Purpose / Objective

To guide agents in identifying OGC decline reasons, troubleshooting issues, and advising players on the correct next steps.

Scenario / Use Case

A player attempts to redeem an Online Game Card and receives an error or cannot complete the deposit.

Step-by-Step Instructions

1. Navigate to the Payments tab in NeoSphere
2. Click View on the failed transaction
3. Review:
   • General Error Code
   • Error Description
4. Follow the appropriate resolution below

Common OGC Error Codes & Handling

Geolocation Issues

• Player cannot use OGC due to location restrictions

Action:

• Perform geolocation troubleshooting
• If unresolved:
  • Advise player to file a claim (mail or claim center)
  • Send claim instructions via email

Weekly Limit Reached (Error 9360)

• Limit: $500 per rolling 7 days

Action:

• Review deposit history
• Inform the player:
  • When they will be eligible to deposit again

Invalid Code (Errors 9362, 9363, 9366)

• Code entered is incorrect or unreadable

Action:

• Confirm:

  • Code has 18 digits
  • Characters entered correctly
    • Example: W vs VV
    • O vs 0

• If player insists code is correct:

  • Advise filing a claim

Expired Code (Error 9364)

• Card has expired

Action:

• Verify expiration date on card
• If player disputes expiration:
  • Advise filing a claim

Already Used Code (Error 9365)

• Code has already been redeemed

Action:

• Check Payments tab for usage

• Confirm last 4 digits

• If player insists card is unused:

  • Advise filing a claim

Player Purchased OGC by Mistake

• If player did not intend to purchase OGC:

Options:

• Explain what can be purchased online

• Assist with account setup (if needed)

• If player wants a refund:

  • Advise filing a claim

Troubleshooting Checklist

• Verify transaction appears in Payments tab
• Confirm error code
• Check:
  • OGC limits exceeded
  • Code format (18 digits)
  • Character input errors
  • Previous use
  • Geolocation status

When to File a Claim

Advise player to file a claim if:

• Code is invalid but entered correctly
• Code shows as used incorrectly
• Code shows expired incorrectly
• Geolocation prevents usage

Additional Information / Tips

• Claims must be submitted via:
  • Mail OR
  • Lottery claim centers
• Always provide claim instructions
• Ensure all troubleshooting steps are completed first

Variations / Related Questions

• “Why won’t my game card work?”
• “What does error 9365 mean?”
• “Why is my code invalid?”
• “Can I get a refund for my card?”

Common Issues / Troubleshooting

• Issue: Invalid code entered

  • Check character accuracy

• Issue: Limit reached

  • Calculate next eligible deposit time

• Issue: Code already used

  • Verify in Payments tab

• Issue: Player cannot play due to location

  • Perform geolocation troubleshooting

Case Logging Requirements

• Owner: Support
• Category: Deposit and Bonus
• Subcategory: Alternative Deposit Methods
• Subject: Alternative Deposit Methods
• Resolved: Yes

Suggested Scripting

Card Not Working

“I apologize for these difficulties. It appears that this card is not working. You will need to file a claim by mail or visit a Lottery claim center. I will email you the necessary instructions.”

OGC Limit Reached

“It appears you have reached the Online Game Card limit of $500 per week. You will be eligible to deposit again on [date/time].”

Suggested Case Logging Notes

• Player over OGC limit → advised next eligible date
• Player received invalid/expired/already used error → advised troubleshooting and claim process
• Player unable to use OGC due to geolocation → provided claim instructions