Unauthorized Activity

Article Title

Unauthorized Activity

Category
Fraud / Unauthorized Use

General Information

Unauthorized Activity refers to situations where a player claims that:

• A deposit, purchase, or login activity was not performed by them

⚠️ Important distinction:

• Unauthorized Activity → Someone else used the account
• Refund Request → Player wants money back for their own actions
• Missing Deposit → Deposit mismatch or not showing

Purpose / Objective

To guide agents in investigating unauthorized claims, communicating findings, and determining proper next steps while maintaining compliance.

Scenario / Use Case

A player contacts support stating:

• “I didn’t make these deposits”
• “Someone accessed my account”
• “I don’t recognize this activity”

Step-by-Step Instructions

1. Review Reported Activity

• Identify the transactions or logins in question
• Review:
  • Deposits / Withdrawals
  • Bets / Shopping Cart activity
  • Login history

2. Check for Abnormalities

• Compare:
  • Login dates/times
  • Locations (do NOT mention IP addresses)
  • Device patterns

3. Review Account History

• Check for:
  • Multiple or unusual deposits
  • Unusual purchase behavior
  • Related or previous cases

4. Discuss Findings with Player

• Share findings clearly and calmly
• If login location matches prior activity:
  • Advise it appears to be from a recognized location

5. Reinforce Security Measures

• Inform player:
  • CVV is required for all card deposits
• Ask:
  • If they still have their payment method

Player Guidance (Key Messaging)

• Remind player:

  • They are responsible for keeping account details secure

• Recommend:

  • Change password immediately
  • Contact bank
  • Contact local law enforcement if necessary

Handling Outcomes

✅ Player Accepts Findings

• No abnormalities found OR activity matches account history
• Provide education and security guidance

⚠️ Suspicious Activity Detected

• If abnormalities are identified:
  • Inform player the account will be reviewed further

❌ Player Requests Account Closure

1. Disable account (Reason: OTHER)
2. Get Team Lead approval
3. Escalate to Compliance for review

? AGLC Specific

• If player insists on unauthorized claim:
  • Disable account
  • Follow account closure process

Reactivation Process

If account is disabled due to unauthorized activity:

1. Verify if “#System – ID Could Not Be Verified” email was sent

2. If not:

   • Send email from Messages tab

3. Player must:

   • Complete verification form
   • Submit required documents

Important Rules

• Do NOT mention internal terms like IP address
• Do NOT accuse the player
• Do NOT argue
• Always remain neutral and empathetic

Key Terms & Conditions Reminder

• Players are responsible for:
  • Maintaining confidentiality of login details
  • Any activity conducted under their account

Additional Information / Tips

• Fraud claims can be sensitive → use empathy
• Focus on facts, not assumptions
• Always check existing cases before proceeding
• Provide clear next steps

Variations / Related Questions

• “I didn’t make this deposit”
• “Someone hacked my account”
• “Why is there activity I don’t recognize?”
• “Can I get my money back?”

Common Issues / Troubleshooting

• Issue: Player doesn’t recognize transaction

  • Match timestamps and location

• Issue: Player insists fraud occurred

  • Suggest bank + law enforcement

• Issue: Charges but no account exists

  • Direct to bank and law enforcement

Case Logging Requirements

Standard Unauthorized Activity

• Owner: Compliance
• Category: Fraud
• Subcategory: CC Lost/Stolen
• Subject: CC Lost/Stolen
• Resolved: No

Reactivation Case

• Owner: Support
• Category: Fraud
• Subcategory: Unauthorized Credit Card Use/Access
• Subject: Unauthorized Use / Reactivation
• Resolved: Yes

Suggested Scripting

“Thank you for verifying. Every time a card is used, the CVV number must be entered for security. Per our Terms and Conditions, it is the account holder’s responsibility to keep their login details secure. I recommend updating your password and contacting your bank and local law enforcement if needed. I apologize for the inconvenience.”

Suggested Case Logging Notes

• Player reported unauthorized deposits → reviewed account activity and provided findings
• No abnormalities found → advised on security and responsibilities
• Suspicious activity → escalated for Compliance review

Example:
“Player reported unauthorized activity. Reviewed deposits, login activity, and purchase history. No abnormalities found. Advised player on security responsibilities and recommended contacting bank.”