Have Funds Been Played On (Refund Request)

Article Title

Have Funds Been Played On (Refund Request)

Category
Deposit and Bonus / Refund Eligibility

General Information

Before processing or escalating a refund request, agents must determine whether the deposit funds have been used (“played on”).

⚠️ Key Rule:

• If funds (or any associated bonus) have been used → Player is NOT eligible for a refund

Purpose / Objective

To guide agents through verifying whether a deposit is eligible for a refund by checking account activity across multiple tabs.

Scenario / Use Case

A player requests a refund for a deposit. The agent must verify:

• Whether any bets, purchases, or bonuses were used after the deposit

Step-by-Step Instructions

1. Check the Payments Tab

• Locate the deposit in question
• Note:
  • Transaction date and time

? This timestamp is critical for all further checks

2. Check the Bets Tab

• Review all bets placed on the account
• Compare timestamps:

✅ If all bets occurred BEFORE the deposit → Eligible
❌ If any bets occurred AFTER the deposit → Not eligible

3. Check the Shopping Carts Tab

• Adjust date range to include deposit timeframe (e.g., Today)
• Look for purchases such as:
  • Draw-based game tickets
  • Other purchases

✅ If purchases occurred before deposit → Eligible
❌ If purchases occurred after deposit → Not eligible

4. Check the Bonuses Tab

• Determine if the deposit had bonus funds or bonus games attached

Evaluate Bonus Usage:

• ✅ Bonus attached but NOT played on → Eligible

  • Inform player: bonus will be lost if refund is processed

• ❌ Bonus attached AND played on → Not eligible

Eligibility Summary

Final Determination Rule

✅ Player IS eligible if ALL conditions are met:

• No bets after deposit
• No purchases after deposit
• No bonuses used

❌ Player is NOT eligible if ANY of the following occur:

• Bets placed after deposit
• Purchases made after deposit
• Bonus funds/games used

Player Guidance

• Clearly explain:
  • Refund eligibility depends on account activity
• If eligible:
  • Proceed with refund escalation process
• If not eligible:
  • Explain funds have already been used

Additional Information / Tips

• Always verify timestamps carefully
• Be thorough—check all tabs (Payments, Bets, Shopping Cart, Bonuses)
• Do not skip bonus verification
• Document findings in case notes

Variations / Related Questions

• “Can I get my deposit refunded?”
• “I didn’t use my money—can I get it back?”
• “Why was my refund denied?”

Common Issues / Troubleshooting

• Issue: Player insists they didn’t play

  • Double-check timestamps and activity

• Issue: Bonus involved

  • Confirm whether bonus was used

• Issue: Recent activity unclear

  • Expand time range and verify all transactions

Suggested Case Logging Notes

• Verified deposit timestamp and checked all activity tabs
• Confirmed no bets/purchases/bonus usage → eligible
• OR
• Confirmed activity after deposit → not eligible

Example:
“Reviewed deposit at [time/date]. No bets, purchases, or bonus usage after deposit. Player eligible for refund escalation.”