Mastercard & Visa Withdrawals - Cashout Processing

Article Title

Mastercard & Visa Withdrawals—Cashout Processing

Category
Withdrawals / Card Processing

General Information

Mastercard and Visa withdrawals require identity and card ownership verification before approval. Requirements differ depending on whether the card has been previously used successfully for deposits.

Purpose / Objective

To guide agents in verifying Mastercard/Visa withdrawal eligibility, reviewing documentation, handling declines, and blocking invalid payment methods.

Scenario / Use Case

A player:

• Requests withdrawal to a Mastercard or Visa
• Needs verification of card ownership
• Has a card that may not meet withdrawal requirements

Required Documents

✅ If NO prior successful deposits with the card:

• Valid government-issued ID
• Proof of card ownership

✅ If prior successful deposits exist:

• Only valid ID required

Acceptable Proof of Card Ownership

Must include ALL of the following:

• Cardholder name
• Last 4 digits of card number
• Expiration date

Unacceptable Documentation

❌ Do NOT accept:

• Cards missing player’s name
• Cards in another person’s name
• Expired cards
• Incomplete or unclear card details

Card NOT in Player’s Name

⚠️ Strict Rule:
Players cannot withdraw to a card that is not in their name

Steps to Decline Withdrawal

1. Go to Payments Tab

2. Locate pending withdrawal

3. Click View

4. Select Unique Transaction ID

5. In transaction window:

   • Select Declined
   • Set reason:
     • “Payment Method not in the name of the player”

6. Click Save Changes

Create Decline Case

• Log decline per standard withdrawal decline process

Blocking Card in Another Name

When to Block

• Only block if:
  • Card had a successful deposit

Steps to Block

1. Set Block Period: Permanent

2. Set Blocking Reason: Other (block for current player only)

3. Check:

   • ✅ Not Eligible for Withdrawal

4. Set Document Required: None

5. Save changes

Final Action

• Create declined cashout case

Documents Still Required for Cashout

If documents are missing or incomplete:

Actions

1. Send email requesting documentation:

   • #Compliance Ask For ID
   • #Compliance Card Confirmation
   • #Compliance Payment Method Blocked – Pending Withdrawal

2. Create Compliance case

Key Rules

• Card must be in player’s name for withdrawals
• Ownership proof required if no deposit history
• Expired cards cannot be used
• Always verify details match documentation exactly

Additional Information / Tips

• Check deposit history before requesting documents
• Ensure card details are clearly visible in documents
• Use consistent decline reasoning
• Maintain clear case notes for Compliance

Variations / Related Questions

• “Can I withdraw to someone else’s card?” → ❌ No
• “Why do I need to verify my card?”
• “Why was my withdrawal declined?”
• “What documents do I need for card withdrawal?”

Common Issues / Troubleshooting

• Issue: Card not in player’s name
  → Decline immediately

• Issue: Missing ownership proof
  → Request documents

• Issue: Duplicate/incorrect card info
  → Verify and correct before approval

Case Logging Requirements

Declined Withdrawal

• Owner: Compliance or Support (depending on system)
• Category: Withdrawals
• Subcategory: Decline
• Subject: Withdrawal Declined
• Resolved: Yes

Suggested Case Logging Notes

• Withdrawal declined due to card not in player’s name
• Player advised to use valid payment method
• Card blocked (if applicable) due to ownership mismatch

Example:
“Withdrawal to Mastercard ending XXXX declined due to card not being in player’s name. Payment method blocked and player advised to use an eligible withdrawal option.