Missing Cashout - Cashout Processing

Article Title

Missing Cashout - Cashout Processing

Category
Withdrawals / Missing Cashout

General Information

A Missing Cashout occurs when a player reports that their withdrawal has been processed but funds have not been received in their bank account or via their selected payout method.

Purpose / Objective

To guide agents in verifying withdrawal details, determining the status of funds, and identifying when escalation is required.

Scenario / Use Case

A player contacts support stating:

• Their withdrawal was approved but not received
• They cannot locate funds in their bank/card account
• They are unsure what happened to their cashout

Step-by-Step Instructions

1. Verify Withdrawal Details

Confirm all key transaction details in the Payments Tab:

• Request Date
• Approval Date
• Withdrawal Amount
• Status = Approved

? If not approved → follow withdrawal status guidance instead

2. Review by Withdrawal Method

Bank Draft

• Check internal Bank Draft tracking spreadsheet
• Verify:
  • If draft has been issued
  • If it has been cashed/redeemed

ACH Withdrawal

• Verify submitted documentation:

  • Account number
  • Routing number
  • Account type

• Confirm:

  • Details match what was approved in system

3. Request Additional Documentation (If Needed)

If the issue cannot be resolved internally:

• Request a detailed bank statementfrom the player
  • Must include:
    • Player name
    • Transaction history
    • Relevant dates

Returned Cashouts

If funds were returned by the bank or card provider:

• This will appear in:
  • Payments Tab → Cashier Transactions

Outcome:

• Funds are returned to the player’s account balance
• Player can:
  • Submit a new withdrawal
  • Use an alternative withdrawal method

Escalation Guidelines

? Escalate to Compliance Manager if:

• Withdrawal cannot be located or verified
• Player disputes confirmed transaction
• Documentation review is inconclusive
• Issue remains unresolved after all checks

Key Rules

• Always verify Approved status first
• Match all withdrawal details carefully
• Confirm whether funds were returned or processed
• Never assume funds are missing without full review

Additional Information / Tips

• Bank processing times may vary
• Incorrect account details are a common cause of delays
• Returned transactions are often mistaken as “missing”
• Clear documentation helps speed up investigation

Variations / Related Questions

• “Where is my withdrawal?”
• “Why haven’t I received my money?”
• “My cashout says approved but I don’t see it”
• “Did my withdrawal fail?”

Common Issues / Troubleshooting

• Issue: Funds not in bank yet
  → Verify timing and processing window

• Issue: Incorrect banking info
  → Review ACH details

• Issue: Funds returned
  → Direct player to re-withdraw

• Issue: No record found
  → Escalate to Compliance

Suggested Case Logging Notes

• Player reported missing withdrawal → verified approved status and reviewed payment method
• Funds returned to balance → advised player to resubmit withdrawal
• Unable to locate funds → escalated to Compliance Manager

Example:
“Player reported missing cashout. Verified transaction approved. Reviewed ACH details—no discrepancies found. No return visible in Payments tab. Escalated to Compliance Manager for further investigation.”