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 - in other situations please guide the user on how to make a deposit, advise alternative payment methods or escalate by email.
- Users have reported an issue with the cashier either on deposits or withdrawals.
- 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.
- 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 not - to escalate by email.
- 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.
- 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.
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