Refund Request

Article Title

Refund Request

Category
Deposit and Bonus / Refund Request

General Information

A Refund Request occurs when a player asks to have a deposit returned that they made themselves.

⚠️ It is important to distinguish between:

• Unauthorized Activity → Follow separate protocol
• Missing Deposit → Investigate transaction
• Refund Request → Player wants money returned voluntarily

Purpose / Objective

To guide agents in evaluating refund eligibility, handling player expectations, and escalating requests when appropriate.

Scenario / Use Case

A player contacts support requesting:

• Refund of a deposit they made
• Refund due to mistake (wrong amount, etc.)
• Refund due to frustration or usability issues

Step-by-Step Instructions

1. Perform Full Account Review

• Check:
  • Recent deposits
  • Active cases / Compliance notes
  • Transaction history

2. Verify If Funds Were Used

• Confirm if funds were:
  • Played on (games or purchases)
  • Used with bonuses

3. Determine Eligibility

✅ Eligible for Review (Possible Refund)

• Funds NOT played on
• Valid reason (see below)

❌ NOT Eligible

• Funds have been played on
• Bonus funds attached and used

When Refunds May Be Considered

• Repeated geolocation issues (multiple contacts)
• Incorrect deposit amount (e.g., $200 instead of $20)
• Escalated/heightened situations
• Special cases:
  • Self-exclusion
  • Player permanently moved out of state
  • Account being disabled
  • Multiple unresolved technical issues

Persuasion Step (Before Escalation)

? Always attempt to retain funds first:

• Inform player:
  • Funds remain valid for 3 years
  • Can be used later

Key Rule: Funds Played On

If funds were used:

• ❌ Refund is NOT allowed

Player Guidance (Approved Messaging)

Funds Played On

• Inform player:
  • Refund cannot be processed
  • All sales are final per Terms & Conditions

Encourage Keeping Funds

• Explain:
  • Funds can remain in account for future use
  • Valid for extended period

Brand Terms Reminder

• All brands include:
  • “All Sales Are Final” clause

Refund Escalation Process

1. Get Approval

• Consult Team Lead before escalation

2. Inform Player

• Explain:
  • Request will be reviewed by Accounting
  • Temporary restrictions will be applied

3. Restrict Account

• Apply Bet Restriction (Bets option)
  OR
• Disable account (if restriction not available)

4. Create Case → Compliance

Include the following details:

DATE of refund request: DATE of deposit: AMOUNT: DEPOSIT METHOD & last 4 digits: Transaction ID: Funds played? (Yes/No): Reason for refund: Bet restriction applied?: Team Lead approval:

Case Logging Requirements

Refund Escalation

• Owner: Compliance
• Category: Fraud
• Subcategory: Refund Request
• Subject: Refund Request
• Resolved: No

Refund Denied (Funds Played On)

• Owner: Support
• Category: Deposit & Bonus
• Subcategory: Other
• Subject: Refund Request Denied
• Resolved: Yes

Player Keeps Funds

• Owner: Support
• Category: Deposit & Bonus
• Subcategory: Other
• Subject: No Refund
• Resolved: Yes

Additional Information / Tips

• Always lead with empathy
• Never argue with the player
• Set realistic expectations (no guarantees)
• Clearly explain rules and policies

Variations / Related Questions

• “Can I get my deposit back?”
• “I deposited the wrong amount”
• “I didn’t mean to deposit”
• “Why can’t I get a refund?”

Common Issues / Troubleshooting

• Issue: Player made a mistake on deposit

  • Evaluate eligibility

• Issue: Funds already used

  • Refund not allowed

• Issue: Repeated technical issues

  • Consider escalation

Suggested Case Logging Notes

• Player requested refund → reviewed account → advised eligibility
• Player used funds → refund denied per policy
• Player agreed to keep funds → no escalation

Example:
“Player requested refund of $200 deposit made in error. Funds not played on. Advised refund process and escalated with approval.”

Suggested Scripting

Encourage Keeping Funds

“I’d like to let you know that if you keep the funds in your account, they will remain available for up to three years for future use.”

Timeline Question

“All refund requests are reviewed in the order received. Once completed, you will be notified via email.”

Refund Denied (Played Funds)

“I understand your concern. It appears the funds have already been used on the account, and per our terms and conditions, all sales are final. I apologize for any inconvenience.”