Multiple Accounts

Article Title

Multiple Accounts

Category
Fraud / Multiple Accounts

General Information

Players are allowed to have only one active account per brand, as outlined in the Terms & Conditions.

⚠️ Important:

• Only Compliancecan disable accounts due to:
  • Fraud
  • Multiple account violations

Purpose / Objective

To guide agents in identifying, handling, and escalating cases involving multiple player accounts.

Scenario / Use Case

A player:

• Cannot log into their account
• Is told they have multiple accounts
• Is unsure which account to use
• Has overlapping account details

Identifying Multiple Accounts

Compare the following across suspected accounts:

• First Name (including nicknames)
• Last Name
• Date of Birth
• Last 4 digits of SSN (except AGLC)
• Phone Number
• Address

Handling Scenarios

✅ Multiple Verified / Active Accounts (ALL Brands)

• Inform the player:

  • Only one account is allowed
  • Compliance will determine which account remains active

• Action:

  • Escalate to Compliance

✅ NCEL Only – Player Choice Required

• Inform player:

  • Only one account is allowed

• Ask:

  • Which account they would like to keep

• Action:

  • Escalate to Compliance with player’s preference

⚠️ Multiple Unidentified Accounts (MSL, VAL, WVL)

• Players cannot log into unidentified accounts

Steps:

1. Confirm player’s preferred email (already tied to one account)
2. Guide player to complete account verification
3. Assist with account activation process

? Only escalate if:

• Accounts are fully verified or limited

⚠️ Multiple Verified / Unverified Accounts (AGLC & NCEL)

• Players can still access unverified accounts

Action:

• Compliance decides which account stays active
• Likely outcome:
  • Active/verified account remains open

? Always escalate in these cases

? NCEL Only – Points Reminder

• Advise player:
  • Redeem all loyalty points before account closure
  • Points cannot be transferred

Key Rules

• Only one account per player
• Never disable accounts yourself for fraud reasons
• Always escalate to Compliance when required
• Provide clear expectations

Escalation Instructions

When escalating, include:

• Account to remain active:

  • Player ID

• Accounts to be closed/disabled:

  • Player IDs

? Log each account but:

• Leave one case open for Compliance
• Preferably on the account to remain active

Additional Information / Tips

• Always verify player identity first
• Avoid speculation—stick to facts
• Clearly explain next steps
• Ensure player understands only one account is allowed

Variations / Related Questions

• “Why can’t I log into my account?”
• “Do I have multiple accounts?”
• “Which account should I use?”
• “Why was my account disabled?”

Common Issues / Troubleshooting

• Issue: Player using wrong email

  • Identify correct account

• Issue: Multiple verified accounts

  • Escalate immediately

• Issue: Unverified account access issue

  • Guide through verification process

Case Logging Requirements

• Owner: Compliance
• Category: Fraud
• Subcategory: Multiple Accounts
• Subject: Multiple Accounts
• Resolved: No

Required Case Details Template

Account to be left open Player ID: Account(s) to be disabled Player ID(s):

Suggested Scripting

“Thank you for verifying. I can see another account associated with your information. Players are only allowed to maintain one account, so I will escalate this to our accounting team to review and determine which account will remain active.”

Suggested Case Logging Notes

• Player has multiple accounts → escalated to Compliance
• Player confirmed preferred account → included in escalation
• Player could not log in → identified correct account

Example:
“Player has multiple accounts. Verified preferred account email. Escalating to Compliance to disable duplicate accounts. Player IDs included.”