Bank Draft Withdrawals - Cashout Processing

Article Title

Bank Draft Withdrawals - Cashout Processing

Category
Withdrawals / Bank Draft Processing

General Information

Bank Draft withdrawals require identity verification and address validation before processing.

⚠️ Important Notes:

• All cashouts require a valid government-issued ID
• Proof of residency may be required if address does not match
• Any suspicious or fraudulent activity must be escalated to Compliance
• Address on ID must match the account for Bank Draft withdrawals

Purpose / Objective

To guide agents in verifying Bank Draft withdrawal requirements, approving documentation, and ensuring the account is ready for cashout.

Scenario / Use Case

A player:

• Requests a Bank Draft withdrawal
• Submits ID or residency documents
• Has an address mismatch or verification issue

Acceptable Bank Draft Documentation

✅ Required:

• Valid government-issued ID
• ID must include a mailing address matching the lottery account

Approving ID in NeoSphere

Steps:

1. Go to General Tab
2. Set:
   • ID Verification = Required
3. Set:
   • Reason = Cashout
4. Click Save Changes
5. Select ✅ Approve ID

Verify Payment Method (If Applicable)

• Navigate to Payments Tab
• Ensure:
  • Payment method details align with account
  • (Example: if applicable, verify name consistency)

When Proof of Residency is Required

Trigger:

• Address on ID does not match account

Steps:

1. Go to General Tab
2. Set:
   • Address Verification = Required
   • Reason = Cashout
3. Click Save Changes

Next Actions:

• Create a Compliance case
• Send email:
  • #NC System Contact Us
• Inform player to contact support for document submission

Proof of Residency Requirements

• Once documents are submitted:
  • Click ✅ Approve AV (Address Verification)
  • Set dropdown to: Doc

Account Ready for Cashout

Before proceeding, confirm:

✅ Documents Tab

• All required documents received and approved

✅ General Tab

• ID verified
• Address verification approved (if required)

✅ When Complete:

• Proceed with cashout process
• ❗ No case needed

Documents Still Required for Cashout

If requirements are not met:

Actions:

1. Send email requesting documents
2. Create Compliance case

Alternative Case Notes

Use as needed:

• “Received unacceptable ID. We still need a valid ID.”
• “Received illegible or blurry ID. We still need a valid ID.”
• “Received ID. We still need proof of residency. Sent request to obtain documents.”

Key Rules

• Address must match exactly unless residency proof provided
• ID must be valid and readable
• Do not proceed without full verification
• Escalate suspicious cases immediately

Additional Information / Tips

• Always double-check address consistency
• Ensure all required verification toggles are correctly set
• Keep clear notes for Compliance review
• Incomplete documentation delays withdrawals

Variations / Related Questions

• “Why can’t I receive my bank draft?”
• “What documents do I need for withdrawal?”
• “Why does my address need verification?”
• “How do I complete my cashout?”

Common Issues / Troubleshooting

• Issue: Address mismatch
  → Require proof of residency

• Issue: Invalid or blurry ID
  → Request resubmission

• Issue: Missing documentation
  → Send request and escalate

Suggested Case Logging Notes

• Player submitted ID → verified and approved → ready for cashout
• Address mismatch → requested proof of residency and escalated
• Invalid ID received → requested updated documentation

Example:
“Player submitted ID with mismatched address. Requested proof of residency and escalated to Compliance. Awaiting documents.”