Payment Method Name Mismatch

Article Title

Payment Method Name Mismatch (PMNM / CCNM)

Category
Fraud / Payment Verification

General Information

A Payment Method Name Mismatch (PMNM / CCNM) occurs when the name on a payment method does not match the player’s account name. This triggers a Compliance verification review to confirm proper authorization of the payment method.

⚠️ Important Notes:

• Do NOT use the term “name mismatch” with players
• Always refer to this as a verification request from accounting
• This applies to MSL, VAL, and WVL (NCEL & AGLC follow separate processes)

Purpose / Objective

To guide agents in handling payment verification requests, ensuring proper documentation is collected while maintaining clear and compliant communication.

Scenario / Use Case

A player contacts support because:

• Their card/payment method is blocked
• They are asked to submit documents
• They cannot deposit or complete transactions

Step-by-Step Instructions

1. Check Compliance Notes

• Always review account for:
  • Existing Compliance case
  • Document requests

✅ If notes exist → Follow instructions
❗ If no notes exist → Proceed with general guidance and escalate if needed

2. Ask About Notification

• Ask:
  • “Did you receive an email from our accounting department?”

3. Direct Player to Upload Documents

• If email received → follow instructions in email
• If NOT received →
  • Ask them to check spam/junk folder
  • Offer to resend email or escalate request

Required Documents (By Scenario)

✅ Card Belongs to Player

• Valid Photo ID
• Copy of payment method (card)

? Card Belongs to Another Person

• Player’s ID
• Cardholder’s ID
• Copy of card
• Letter of Consent

? Name Change (Player’s Card)

• Player’s ID
• Copy of card
• Name change documentation

? Gift Card Used

• Player’s ID
• Copy of gift card

❌ Card Not Available (Lost/Destroyed)

• Escalate to Compliance for review

? Apple Pay (CCNM)

• Same documentation rules apply
• Must provide underlying card details used in Apple Pay

Important Handling Rules

• DO NOT explain exact mismatch details
• DO NOT give specifics about account comparisons
• Keep explanation general and security-focused
• Emphasize:
  • Verification is standard
  • It protects the player

Player Guidance (Approved Messaging)

• Use neutral phrasing like:
  • “Our accounting team is requesting verification documents”
  • “This is part of our security process”

If Player Is Upset

• Acknowledge frustration
• Reassure:
  • This is for their protection
  • Same process applies to all accounts

If No Compliance Case Exists

• Check if payment method:
  • Used on another account

? If yes:

• Note this in case

? If no:

• Escalate to Compliance for clarification

Escalation Guidelines

Escalate if:

• No Compliance notes exist
• Player cannot provide required documents
• Payment method is unavailable

Additional Information / Tips

• Documents must be uploaded through:
  • My Account > Secure Document Upload
• Must be completed via:
  • Smartphone or tablet browser
• One image per document
• Include description of documents in upload

Variations / Related Questions

• “Why do I need to upload documents?”
• “Why is my card blocked?”
• “What documents do I need?”
• “Can I use someone else’s card?”

Common Issues / Troubleshooting

• Issue: Player didn’t get email

  • Check spam or resend

• Issue: Player refuses documents

  • Offer escalation to Compliance

• Issue: Card used on multiple accounts

  • Document in notes and escalate

Case Logging Guidance

Standard Handling

• Note:
  • Player contacted about verification request
  • Advised per Compliance instructions

Escalation

• Include:
  • Reason for escalation
  • Player’s inability to comply
  • Any relevant details about payment usage

Suggested Case Logging Notes

• Player asked about document request → advised per Compliance notes
• Player did not receive email → offered resend/escalation
• Payment method blocked with no notes → escalated to Compliance

Example:
“Player contacted regarding verification request for card ending XXXX. Advised on required documentation and upload steps. No compliance notes found → escalated for clarification.”

Key Reminders

✅ Always follow Compliance notes first
✅ Keep messaging general and security-focused
❌ Do NOT disclose internal reasoning
❌ Do NOT promise account resolution