Declines - Cashout Processing

Article Title

Withdrawal Declines

Category
Withdrawals / Decline Processing

General Information

Withdrawal requests may be declined and returned to the player’s balance under certain conditions.

Common Reasons for Decline

• Required documentation not submitted within 7 days
• Incorrect or invalid documentation (e.g., prepaid cards, wrong info)
• Suspicious activity flagged on account
• Incorrect account or routing information
• Player-requested cancellation

Purpose / Objective

To guide agents in identifying, locating, and processing declined withdrawals, and ensuring the proper notifications and case logging are completed.

Scenario / Use Case

A withdrawal request:

• Has been pending beyond allowed timeframe
• Requires manual decline
• Needs review due to missing or invalid documentation

Step-by-Step Instructions

1. Locate Transactions for Review

1. Navigate to:

   • Players Tab → Unique Withdrawal Request Management

2. Set filters:

   • From Date: 1 month prior
   • To Date: Current date minus 7 days

3. Click Show

4. Select the player’s username to open account

2. Decline the Withdrawal

1. Go to the Payments Tab

2. Locate the Pending Withdrawal

3. Click View

4. Select the Unique Transaction ID

5. In transaction window:

   • Select Declined (radio button)
   • Choose Decline Reason:
     • “Documentation not received” (or appropriate reason)

6. Click Save Changes

Email Notification

• ✅ Decline emails are automatically generated by the system

If Email Fails

• Send manually using:
  • #Compliance Withdrawal Declined due to no Documentation sent

Case Logging

• ✅ Cases are typically auto-generated upon decline

If Case Not Created

Manually create case using:

• Owner: Compliance
• Category: Withdrawals / Deposit and Bonus (system dependent)
• Subcategory: Decline / Other
• Subject: Withdrawal Declined
• Resolved: Yes

Key Rules

• Withdrawal requests must be completed within 7 days
• Missing documentation automatically results in decline
• Always verify correct decline reason before saving
• Ensure player is notified (automatic or manual email)

Additional Information / Tips

• Always double-check documentation status before declining
• Use correct filters to efficiently locate transactions
• Confirm communication was sent to player
• Proper notes help prevent repeat contacts

Variations / Related Questions

• “Why was my withdrawal declined?”
• “Where did my money go?”
• “How do I resubmit my withdrawal?”
• “What documents do I need?”

Common Issues / Troubleshooting

• Issue: Missing documentation
  → Decline after 7 days

• Issue: Incorrect bank info
  → Decline and instruct to resubmit correct details

• Issue: No email received
  → Send manual decline notification

Suggested Case Logging Notes

• Withdrawal declined due to missing documentation after 7 days
• Player did not provide required verification → declined and funds returned
• Manual email sent due to system failure

Example:
“Pending withdrawal declined due to no documentation received within required timeframe. Funds returned to player balance. Manual email sent to notify player.”