Communication procedures between Customer Support and Fraud & Payments:

IMPORTANT:

Documents received by email or any other way other than a direct upload on the user account or a direct upload through a link provided by FP (to be defined) are to be DELETED in case they are received.

No documents can come through any other way that is not a direct upload.

Customers with active /open accounts should be redirected to their upload function on their Player Account and customer with closed accounts that cannot access the Player account should be redirected to the email verifications@themil.io. 

What questions are OK to send to FP on Slack:

1. 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 - in other situations please guide the user on how to make a deposit, advise alternative payment methods or escalate by email.

2. Users have reported an issue with the cashier either on deposits or withdrawals.

3. Missing deposits - where the user informed that the debit was made on their side but not credited on their account. Preferably to be reported by email indicating amount, method, amount, time. Report by chat if for the same method or other methods it happens at the same time to other players.

4. Pending withdrawals -  that are in state pending for more than the agreed SLA - unless it is a big amount or from a VIP account escalate by ticket. Otherwise FP should check. THIS SHOULD BE AVOIDED: the withdrawal is probably pending because additional checks are being performed, so always check if there are pending documents requests on the account; if no - to escalate by email.

5. In the cases where the player contacts CS asking questions the user should know, like bank account, card number or other personal information as it might indicate an account takeover or other fraudulent activity. Can be reported by ticket also.

6. User informs the account has been hacked, or any other unauthorised access to the account or use of payment method. This should be escalated both by Slack, as to take urgent measures as deemed necessary and also through a ticket, as in some cases it might take some time to investigate.

What questions should be sent by ticket to FP:

1. Every question that is not urgent and is related to either fraud and payments.

2. Missing withdrawals - indicate user account, and processed withdrawal transaction ID and method.

3. Missing deposits that were not possible to credit directly on chat. Please indicate user account, transaction ID, amount and method.

4. Questions the player has sent by email, unless it is from a VIP customer or the issue is deemed urgent.

5. Questions about unchecked documents the user has already uploaded and the SLA has passed. QUESTIONS ABOUT DOCUMENTS OR ANY OTHER CHECKS THAT MIGHT TAKE SOME TIME SHOULD BE AVOIDED ON CHAT.

Procedures:

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 their side the account/method was debited. 

Check for account blocks or flags that might have prevented the deposit from coming in.

Check for notes and remarks. 

FOR CERTAIN FLAGS OR REMARKS CONTACT FP AND DO NOT PASS THE INFORMATION TO THE USER.

Contact FP by Slack if and only if, in the case of this happening at the same time to several users, like simultaneous missing deposits from the same methods.

In the case of VIP players or missing large amounts the contact can be done by Slack. Also contact by chat in the case of a deposit that is in a failed or pending state that the user indicates tat was debit from their account. 

Missing withdrawal - Check withdrawal status first to confirm that it was really processed and is not in a pending or other status (if in pending status proceed as indicated above). These are preferably to be escalated through a ticket as they might require some investigation. Always indicate user account, date and time, method and amount. 

Check the time frame for the method used for the withdrawal, if the withdrawal falls within the limits or no. 

In the case of missing withdrawals, if several users are contacting informing that withdrawals processed on a certain date from a particular method were not yet received.

User not able to withdraw -  Check account status or flags if there is anything there that would prevent the withdrawal from being created.

Check if there is no other transaction already of the same amount already requested on the account. 

Check that the account has enough balance for the withdrawal to be requested. 

Check that the method has been used for deposit or a compatible withdrawal/deposit method is being used (in case of forced withdrawals method).

Check for any pending documents request. 

Pending withdrawal beyond SLA - Check for additional documents requests or notes on the account first. Check also for flags that might prevent withdrawal from being processed.

In case of doubt about what information that justifies the pending withdrawal can be passed to the user CONTACT FP BY CHAT IF POSSIBLE. Don’t ever give out sensible information.

If there is nothing that justifies the withdrawal being pending escalate by email, unless it is a VIP player or there are notes on the account that might justify a contact through Slack.

Documents pending approval - If there are no notes in the account that might justify a delay in the documents verification contact send a ticket, so the documents can be checked, unless they are from a VIP player, in which case it is ok to contact on Slack.

But remember: QUESTIONS ABOUT DOCUMENTS OR ANY OTHER CHECKS THAT MIGHT TAKE SOME TIME SHOULD BE AVOIDED ON CHAT.

If there are notes that might justify a delay, because there needs to be extra checks done, or a decision is still to be taken, then contact FP by email. In case the player gave some extra information that might be relevant to the verification process, also send a ticket.

Player unable to deposit  - Check for transaction history. Has the user ever been able to deposit with that method before, or it has continuously failed in other occasions? If it has failed before, an alternative payment method should be suggested. Also inform the user to contact the payment provider.

Check for other contacts from other players regarding the same method. If there are several contacts at the same time affecting that same method, then please contact FP on Slack.

Also contact FP on Slack if there are simultaneous contacts regarding several payment methods from different players, as it most likely indicates a more serious general issue. 

For larger amounts (100 EUR / 1000 SEK/NOK) or contacts from VIP players then please contact FP on Slack.

ANY OTHER ISSUES - Use your discretion and common sense. ☺  The rule should be: if the issue is urgent, from a VIP player, seems to be affecting more than one user at the same time, then it is ok to contact by Slack.

If it is not, or it is something that to be solved will take some time to check or investigate, a ticket is preferred.

Signs of Problematic Gambling

Problematic Gambling

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 from customers, frequent complaints, requests for bonuses following losses, or signs of distress ( suicidal threats, physical threats to himself or others). 

e) chasing losses, erratic betting patterns and product choice.

f) high staking following a win

g) Changes in players’ gaming habits

Through:

a) Reporting (wagering, deposits, cancelled withdrawals, multiple methods reports, etc.)

b) Customer service feedback, monitor chats, review emails.

According to the legislation, persistent and recurrent problematic gambling behaviour leading to clinically significant impairment or distress, as indicated by the individual exhibiting four (or more) of the following in a 12-month period:

1.Needs to gamble with increasing amounts of money in order to achieve the desired excitement.

2.Is restless or irritable when attempting to cut down or stop gambling.

3.Has made repeated unsuccessful efforts to control, cut back, or stop gambling.

4.Is often preoccupied with gambling (e.g., having persistent thoughts of reliving past gambling experiences, handicapping or planning the next venture, thinking of ways to get money with which to gamble).

5.Often gambles when feeling distressed (e.g., helpless, guilty, anxious, depressed).

After losing money gambling, often returns another day to get even (“chasing” one’s losses).

6.Lies to conceal the extent of involvement with gambling.

7.Has jeopardized or lost a significant relationship, job, or educational or career opportunity because of gambling.