Guardianship, Conservatorship or Power of Attorney Contacts

Article Title

Guardianship, Conservatorship, or Power of Attorney Contacts

Category

Cashout / Documents

General Information

When a third party contacts support regarding a player’s account and references legal authority (such as Guardianship, Conservatorship, or Power of Attorney), agents must follow strict procedures to protect player information and ensure proper documentation is obtained before any assistance is provided.

Purpose / Objective

To ensure that only authorized individuals with valid legal documentation can request or receive information related to a player’s account.

Scenario / Use Case

A third party contacts support claiming to represent a player and states they have authority through:

• Power of Attorney
• Guardianship
• Conservatorship

Step-by-Step Instructions

• Step 1: Collect Contact Information

Gather the following details from the individual:

• Full Name (including title/position, if applicable)
• Organization/Agency name
• Phone number
• Full legal name of the player they are inquiring about

• Step 2: Request Documentation by Mail

Advise the individual to submit the following:

• Copy of legal credentials:

  • Power of Attorney
  • Letter of Guardianship
  • Letter of Conservatorship

• Copy of their government-issued ID

• A formal letter including the following player details:

  • Lottery username (if available)
  • Full legal name
  • Date of birth
  • Full address
  • Last four digits of SSN

• Step 3: Provide Mailing Address

Direct all documentation to:

MSL Processing  P.O. Box 15187  Lansing, MI 48901

• Step 4: Do NOT Provide Account Information

• Do not disclose any account details
• Do not make account changes
• Wait until documents are received and verified by Compliance

Additional Information / Tips

• Always handle these requests with strict confidentiality
• Only Compliance can validate legal authority
• Documentation must be complete and valid before any action
• Never assist based on verbal claims alone
• Ensure all communications remain professional and neutral

Variations / Related Questions Phrased Differently

• “I have power of attorney for this player—can you give me account details?”
• “I’m a legal guardian, how do I access this account?”
• “I’m contacting on behalf of a player under conservatorship”
• “Can I manage someone else’s account with legal authority?”

Common Issues / Troubleshooting

• Issue: Caller refuses to provide documentation

• Advise that assistance cannot be provided without proper verification

• Issue: Incomplete documentation submitted

• Request all required documents again

• Issue: Request for immediate access

• Reinforce that review is required before any action

• Issue: Caller persists for account details

• Repeat policy and direct to submit documents via mail