Missing withdrawals queries
Purpose
💲This article explains the procedure regarding a missing withdrawal. 💲
Context
The customer can contact the CS team about his missing withdrawal. It means that funds never reach his chosen payment method in or out of the TAT (turn round time). The procedure, along with TAT is explained below.
Related Topics
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- Withdrawal flow
- Payment methods/TAT and action taken:
- All payment methods
- Bank Transfer
- Credit/Debit Card
- E-wallet
- Crypto
- Escalation via Salesforce
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WITHDRAWAL FLOW
Withdrawals are made according to this flow:
🔹A player chooses a withdrawal method on the website.
🔹A player enters his payment details and clicks on Withdraw.
🔹All withdrawals are first approved by our internal review team, which takes approximately up to 24 hours. It goes from Requested to Authorised:
🔹Once approved, the payment is sent to the customer. The funds should reach the customer depending on the payment method selected. Each payment method has a different TAT (each TAT is included later in the article).
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PAYMENT METHODS/TAT AND ACTION TAKEN
🟢All payment methods:
Failed or could not be completed withdrawal -> Check if the money is back in the account. Escalate to Payments, if not or the reason is not clear. Ideally, we would get information about it via Teams:
Withdrawal requested for more than 24 hours, and not authorised -> Check if any comment was left by the Fraud team (On hold due to doc’s request etc.), for further details on this subject please check out the knowledge article CEE_Pending / On hold withdrawals.
🟢Bank Transfer (BT): 💶
The TAT for the withdrawal via bank transfer is 5 business days. Once the 5 business days period is over -> Request a Bank statement and once received, escalate to Payments via Salesforce for further information.
The Bank statement needs to be sent in PDF format (the only acceptable format by the Payments team) from the day withdrawal was finalised on our side until the day a customer contacts us.
🟢Credit/Debit Card (CC): 💳
The TAT for the withdrawal via Card is 5 business days. Once the 5 business days period is over -> Request a Bank statement and once received, escalate to Payments via Salesforce for further information.
The Bank statement needs to be sent in PDF format (the only acceptable format by the Payments team) from the day withdrawal was finalised on our side until the day a customer contacts us.
🟢E-wallet (Neteller, Skrill, Ecopayz, Jeton etc.): 🪙
The TAT for the withdrawal via E-wallets depends on the exact method chosen, it ranges from instant up to 6 hours.
For the instant methods once the withdrawal settlement entry is generated on the customer Finadmin account -> Request a E-wallet statement and once received, escalate to Payments via Salesforce for further information.
The generated entry is shown below:
For the up to 6 hours method once the 6 hours period is over -> Request a E-wallet statement and once received, escalate to Payments via Salesforce for further information.
The E-wallet statement needs to be sent in PDF format (the only acceptable format by the Payments team) from the day withdrawal was finalised on our side until the day a customer contacts us.
🟢Crypto: 💹
The TAT for the withdrawal via Crypto is mostly instant but in some cases up to 1 hour, as it depends on how busy the network is. Once the 1 hour period is over -> Request a Crypto Wallet statement and once received, escalate to Payments via Salesforce for further information.
The Crypto statement needs to be sent in PDF format (the only acceptable format by the Payments team) from the day withdrawal was finalised on our side until the day a customer contacts us.
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ESCALATION VIA SALESFORCE
1️⃣Check whether creating a new case is required. Only if the customer contacts us via resolved case.
If a customer contacts us on an old case that we've already solved and closed, asking about a Payment subject not related to the previous one, we need to create a new case in order to escalate to Payments and close the reopened case.
So, for example, if the customer contacts us about a missing withdrawal on an old case about a missing deposit, we need to close the reopened case and create a new one for the withdrawal.
❗However, if the customer contacts us about a missing withdrawal reopening a missing withdrawal case that was already solved, we can continue on that case, with no need to create a new one.❗
2️⃣Write a clear comment on Salesforce, and escalated the case to Payments.
Before escalating, we need to create a clear comment on Salesforce with the following details:
💎Which type of issue is: missing withdrawal
💎Amount of the transaction
💎Date of the transaction
💎If there's an attachment: a brief explanation about it, especially if there's any translation needed
💡Ideally, all the relevant details from above should look like this in a post:💡
"Hi Team,
The customer came up with a missing withdrawal of XXX that was finalised from our side on XX.XX.XXXX. The customer provided a Bank Statement/Transaction history from the E-wallet which you can find attached to this case (brief explanation or translation of a statement if needed).
Could you check it, please?
Thanks!"
(Copy and paste the info below from FA) Finance -> Fund -> Transaction History -> Click on the transaction in question
Funding ID:
AccountID:
Transaction History
Time:
Type: Refund settlement
Processor:
Amount:
Status: Ok
Proc. Trans. ID 1:
Proc. Trans. ID 2:
PS Trans ID:
Merchant Reference:
Subtype: