Threat of Legal Action

Article Title

Threat of Legal Action

Category

Manager Escalation / Fraud

General Information

When a player indicates they intend to pursue legal action against the Lottery, the interaction must be handled with care, professionalism, and proper escalation.

⚠️ Important:

• Do not argue or attempt to debate the player
• Do not provide legal advice
• Immediately follow escalation procedures once intent is confirmed

Purpose / Objective

To ensure proper handling of legal threats by de-escalating the situation when possible and escalating to the appropriate internal team.

Scenario / Use Case

A player states or implies:

• They plan to sue or take legal action
• They will involve an attorney or court
• They are escalating outside the company legally

Step-by-Step Instructions

1. Attempt De-escalation First

• Apologize for the player’s frustration

• Show empathy and actively listen

• Clarify the issue:

• Repeat their concern or ask for clarification

• Offer assistance:

• Ask how you can help resolve the issue

• If unsure how to proceed:

• Consult a Team Lead (TL) for guidance

2. If Player Continues to Threaten Legal Action

• Inform the player that their concern will be forwarded to the appropriate department

3. Collect Required Information

Gather the following details:

• Player ID
• First and last name
• Phone number

4. Escalate Internally

Send an email to:
Lansingteamleads@neopollard.com

Include:

• Subject: Player ID / Brand – Threat of Legal Action
• Player details collected above
• Full description of interaction:
  • Phone → detailed summary
  • Chat → detailed summary
  • Email → copy/paste message

5. End Contact Appropriately

• Close the interaction politely
• Do not continue discussion about legal matters

6. Log the Case

• Document all details of the interaction:

• Summary of conversation
• Player statements
• Actions taken

Additional Information / Tips

• Always remain calm and professional
• Use empathetic language and avoid confrontation
• Never speculate or make promises
• Escalate quickly once legal intent is clearly stated
• Maintain detailed documentation

Variations / Related Questions Phrased Differently

• “I’m going to sue”
• “I’ll be contacting my lawyer”
• “This is going to court”
• “I’m taking legal action against you”

Common Issues / Troubleshooting

• Issue: Player is upset but not clearly threatening legal action

• Continue de-escalation efforts

• Issue: Player directly threatens legal escalation

• Move immediately to escalation process

• Issue: Agent unsure how serious the claim is

• Consult Team Lead before proceeding

• Issue: Player requests legal contact details

• Advise their concern will be escalated internally