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, like an active bonus.

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.