Recent Articles
Problematic Gambling - signs to look for
Identify: a) amount and frequency of time and deposits, large losses. b) cancelled withdrawals, failed deposits, multiple payment methods. c) changing deposit limits, trying to reverse withdrawals, previous self-exclusions d) information or hints ...
Communication procedures between Customer Support and Fraud & Payments - How to check common questions
Missing deposit - Account, TX Id, date and time, amount, method. Always check in the account if a similar transaction was not meanwhile credited. Check if a similar transaction exists in a pending or other temporary status. Check with user that on ...
Communication procedures between Customer Support and Fraud & Payments - What questions should be sent by ticket
Any question that is not urgent and is related to either fraud and payments. Missing withdrawals - indicate user account, and processed withdrawal transaction ID and method. Missing deposits that were not possible to credit directly on chat. Please ...
Communication procedures between Customer Support and Fraud & Payments - OK questions on Slack
Week days from 8am to 11 pm and weekends and public holidays from 9am to 6pm (Malta time): Payment failed (from the same day/hour of contact) - if user is on chat or telephone; amount is above or equal to 100 EUR/ 1000 SEK/NOK; if it fails repeatedly ...
Communication procedures between Customer Support and Fraud & Payments - Documents
Customers with active /open accounts should be redirected to the upload function on their player account and customers with closed accounts, that cannot access the player account, should be redirected to the email verifications@themil.io All ...
Popular Articles
Can the player set a deposit limit?
Yes. Under our Responsible Gambling Policy, customers may set maximum limits for the deposit amount. They can set daily, weekly and/or monthly limits. To set these limits, visit profile in account. As an SGA customer, it is mandatory that the ...
Will the deposits/ withdrawals have a fee?
Fees on Deposits or Withdrawals will depend on the Brand, if they would like to enforce it or not. You must defer to your Payment matrix to check limits and fees from your Brand. However, we recommend that the customer checks with his bank or ...
What is an IBAN and a SWIFT code?
The IBAN (International Bank Account Number) is the identifier, in an international context, of a bank account number, authenticating the country, the Bank and the beneficiary’s account. The IBAN is usually 25 characters, the first two being letters ...
Has the player met the requirements for a Bonus and/or Promotion?
Most bonuses or promotions have Wagering Requirements that need to be met before customers are able to proceed with the withdrawal of bonus winnings. Player can check the progress on the active Bonus or Promotion by going on the profile and ...
How can I cancel a bonus?
To cancel a bonus either active or available, please go to Account > Activity > Bonuses and click on the Cancel button for the bonus you want to cancel.