PR/CS/Comms/Validations Related Contacts

Article Title

PR / CS / Communications / Validations Related Contacts

Category

General / Site & Game Information

General Information

Player Support Center (PSC) / Online Support is responsible for iLottery-related support only. Certain inquiries fall outside this scope and must be transferred or escalated to Player Relations (PR) or other departments.

Purpose / Objective

To determine whether a contact falls within PSC support scope and properly direct or transfer inquiries that must be handled by Player Relations or other departments.

Scenario / Use Case

A player contacts support with a question or issue, and the agent must determine whether the request:

• Can be handled by PSC
• Needs to be transferred or escalated

Step-by-Step Instructions

1. Identify the Type of Inquiry

• Determine if the request falls under PSC-supported topics or not

✅ What PSC / Online Support Handles

• iLottery Games
• Online Instants
• Online Draw Games
• Bonuses and promotions
• Giveaway entries from online gameplay
• Account-related issues:

• Registration
• Login
• Deposits
• Withdrawals
• Documents
  • Responsible Gaming
  • Mobile App support
  • Technical troubleshooting
  • Loyalty Program (including ticket entry assistance)
  • Second Chance entries and inquiries
  • Entry winners and prize claim guidance
  • Spin to Win
  • Website-related issues

❌ What PSC / Online Support Does NOT Handle

• Retailer-related inquiries
• Affiliate Program inquiries
• Sports betting / casino-related questions
• Certain prize validations or Player Relations matters

2. Handle Supported Contacts

• If within scope:

• Assist the player using the appropriate process
• Log the case based on the specific issue handled

3. Transfer Unsupported Contacts

• If outside scope:

• Inform the player the matter is handled by Player Relations
• Offer to transfer the call

4. If Player Declines Transfer

• Advise:

• Their inquiry can be escalated
• Player Relations will follow up by the next business day

• Send internal email via Freshdesk to PR

5. Affiliate Program Inquiries

• Direct player to:

• affiliates@michiganlottery.com

Additional Information / Tips

• Always explain transfers clearly to avoid frustration
• Use empathetic language when redirecting
• Ensure proper documentation when escalating
• When in doubt, confirm scope before transferring

Variations / Related Questions Phrased Differently

• “Can you help me with a retailer issue?”
• “I received a promotion in the mail—who do I contact?”
• “I have a question about a store purchase”
• “Can you help with my affiliate promotion code?”
• “Who handles retail ticket problems?”

Common Issues / Troubleshooting

• Issue: Player upset about being transferred

• Apologize and explain correct department handles the issue

• Issue: Player refuses transfer

• Offer escalation and PR follow-up

• Issue: Agent unsure if supported

• Review supported topics list or consult leadership

• Issue: Affiliate-related request

• Provide affiliate program contact email