ACH Withdrawals - Cashout Processing

Article Title

ACH Withdrawals - Cashout Processing

Category
Withdrawals / ACH Processing

General Information

ACH withdrawals require verified banking documentation before funds can be released. Agents must ensure that all submitted documents are valid, accurate, and properly aligned with the payment method in NeoSphere.

Purpose / Objective

To guide agents in:

• Reviewing ACH withdrawal documentation
• Correcting account/routing errors
• Approving ACH payment methods
• Escalating when documentation is missing or incomplete

Scenario / Use Case

A player:

• Requests an ACH withdrawal
• Submits bank documentation
• Encounters issues with account/routing verification

Acceptable ACH Documentation

✅ Must be a single typed document containing:

• Full player name
• Bank name (with logo or stamp)
• Full account number

Unacceptable Documents

❌ Do NOT accept:

• Deposit slips
• Documents not in the player’s name
• Documents missing the player’s name
• Credit union statements with Member ID instead of account number
• Handwritten documents
• Incomplete or altered documents

Handling Incorrect Account / Routing Numbers

Steps to Correct:

1. Go to Cashier Transactions
2. Locate the Pending Cashout Request
3. Click View
4. Select the Unique Transaction ID
5. Update:
   • Account number
   • Routing number

? Common issue:

• Numbers reversed (routing ↔ account)

1. Click Save Changes

Verify Payment Method in Payment Tab

After correction:

• Confirm account number matches documentation
• Note:
  • Leading zeros → not required
  • Trailing zeros → do not require changes

⚠️ Important

• If updated → system creates a new payment method
• Ensure:
  • No duplicate ACH methods exist

✅ Example of duplicates to fix:

• ACH 000012340000
• ACH 12340000

? Action:

• Block incorrect method
• Remove requirement status

ACH Not Listed in Payments Tab

If ACH was never added:

• Cannot approve directly in Payment tab

Instead:

1. Approve document in Documents Tab
2. Add note in description:
   • “ACH XXXX”
3. Add note in General Tab comments:
   • “ACH XXXX pending in Documents upload”

Multiple ACH Scenarios

• If player submits new ACH detailsafter request:
  • Update pending withdrawal with correct details
  • Follow correction steps above

Account Ready for Cashout

Before proceeding, confirm:

✅ Documents Tab → Approved
✅ General Tab → ID Approved (if required)
✅ Payments Tab → ACH Approved

? If ALL complete:

• Proceed with cashout
• ✅ No case required

Documents Still Required for Cashout

If documentation is incomplete:

Actions

1. Send email request:

   • #Compliance ACH account confirmation
   • #Compliance ID and ACH account confirmation
   • #Compliance Payment Method Blocked – Pending Withdrawal

2. Create Compliance case

Case Logging Requirements (Pending Docs)

• Owner: Compliance
• Category: Withdrawals / Deposit & Bonus
• Subcategory: Other (description required)
• Subject: Pending Withdrawal (ACH Verification)
• Resolved: No

Key Rules

• ACH must match verified documentation exactly
• No duplicates allowed
• Documentation must be typed and complete
• Never process withdrawal without:
  • Verified ID (if applicable)
  • Approved payment method

Additional Information / Tips

• Always double-check account/routing before approval
• Most common error: reversed numbers
• Ensure all verification steps are completed before escalation
• Clear notes help prevent delays

Variations / Related Questions

• “Why can’t I withdraw to my bank?”
• “What documents do I need for ACH withdrawal?”
• “Why was my bank info rejected?”
• “How do I fix my account number?”

Common Issues / Troubleshooting

• Issue: Invalid bank document

  • Request correct typed document

• Issue: ACH not appearing

  • Check if ever added → use Documents tab workaround

• Issue: Duplicate ACH methods

  • Block incorrect version

• Issue: Routing/account mismatch

  • Correct via pending withdrawal

Suggested Case Logging Notes

• Player submitted ACH document → reviewed and approved → ready for cashout
• Player provided incorrect account number → updated and verified
• Missing documents → requested and escalated

Example:
“Player submitted ACH documentation. Reviewed and corrected account number mismatch. Verified payment method and approved for withdrawal processing.