SOP for Payment Gateway & Staff Errors (for Any Amount)

Note: Applicable to all players (Affiliate, Direct etc.) 1. If you encounter any payment errors where the player don't have enough balance for deduction, notify the Risk Team immediately to place a hold on all future withdrawals for a maximum of 2 hours and, closely monitor the player's account for any potential deductions within the two-hour timeframe. Once the player has a balance within the two hour time frame, please consult with Team Leader (TL) first before proceeding with any deductions.

Format when Notifying Risk Team about a Payment Error:

username transaction ID  Hi team! Kindly hold the future withdrawal of this player for 2 hours due to double payments. We need to deduct (insert amount) Also, please disable auto verify withdrawal. Thanks!

**Please ensure that all hold for risk are properly logged in the BJ88|E2BET - OVER/DOUBLE CREDIT - OVER/DOUBLE PAYMENT Sheet -> click this link

2. If after 2 hours player did not contact or don't have enough balance: A. Payment Staff Error Inform CS about the issue, but do not mention that it was an error. Instead, advise them to communicate it as a bonus. Then, advise Risk to treat the account as normal and, update the Google Sheet accordingly.

Format when Notifying CS Team about a Payment Error:

username transaction ID  Hi team, Kindly help to inform this player that the extra (insert amount) he received is a bonus from our website. Thanks team!

B. For PG Error, inform the PG that we are unable to contact the player and therefore cannot proceed with any deduction. Once acknowledged by PG, advise Risk to treat the account as normal and update the Google Sheet accordingly. Then, Inform CS about the issue, but do not mention that it was an error. Instead, advise them to communicate it as a bonus.

Important: Please verify in PG BO, that the PG overpaid|creditted amount has been added back from our merchant balance.

Format when Notifying PG about a Payment Error we are not able to deduct:

transaction ID (PG ID)

Amount

Hi team, please be advised that we are no longer in contact with the player; therefore, we are unable to proceed with any deductions. Thank you.

B. Staff Errors (Any amount|Adjusted included)

» In cases where the error is caused by staff, strict accountability applies.

» A staff member who makes such a mistake will face termination upon the second occurrence.