SOP for E2 BDT

Shane Kim
Jul 28
6 min read

Updated: Sep 19

PG/Wallet Availability - please monitor for unplanned maintenance

SmartSolution	24/7 available (Bkash, Nagad, Upay) 2 AM to 8 AM (GMT+8)- daily (Rocket DP -daily maintenance) **Rocket WD - not supported	Min. DP Amount - 200 BDT/Min. WD Amount - 500 BDT
Autopay	24/7 available (Bkash, Nagad)	Min. DP Amount - 200 BDT/Min. WD Amount - 500 BDT
HTPAY Cypto	24/7 available	Min. DP Amount - 1,000 BDT/Min. WD Amount - Not Available

Under Min. DP Amount/Split Amount

Autopay usually will do a refund; if SLPAY approved min. amount please remind them of our Min. DP Amount

Send the successful refund receipt to player - and inform the player of the 200 minimum amount for deposit to avoid delay and disapproval in their request.

FORMAT:

Attach Proof of Refund

Dear Team,

The fund has been successfully refunded. Please notify the player that the minimum deposit amount is 200.00 Please avoid depositing below this amount or splitting the total to avoid any delays or disapproval of their request.

Thank you!

Update CS regarding Channel/Wallet Availability (start/every time there is maintenance/end of shift)

Format when informing CS about Deposit wallets available

Hi team, Please be informed of the available wallets for deposit.

Bkash

Autopay✅

Smartsolution✅

Nagad

Autopay✅

Smartsolution✅

Rocket ✅

SmartSolution✅

UPAY ✅

Smartsolution✅

Thank you!

Format when informing CS about Withdrawal wallets available

Hi team, Please be informed of the available wallets for withdrawal.

Bkash ✅

Nagad ✅

Thank you!

When no available PG for WD

Hi Team,

Please be informed that all withdrawal services are currently unavailable due to ongoing maintenance. ❌

We sincerely apologize for the inconvenience and appreciate your understanding. We’ll notify you immediately once services are back to normal.

Thank you for your patience.

Web Test (Hourly)

BDT Web Test Format

✅Done testing all E28 BDT PG deposit from our website

Bkash:

Cashout-SLPay - NO ISSUE FOUND✅

Cashout-AutoPay - NO ISSUE FOUND✅

Nagad:

Cashout-SLPay - NO ISSUE FOUND✅

Cashout-AutoPay -NO ISSUE FOUND✅ Rocket:

Cashout-SLPay - NO ISSUE FOUND✅ Upay: Cashout-SLPay - NO ISSUE FOUND✅

TRC20:

BTC: BTC - NO ISSUE FOUND✅

ETH: ETH - NO ISSUE FOUND✅

PG LIMIT

AUTOPAY TARGET LIMIT IS 1M - please reached before prioritizing SLPAY due to quota. SLPAY (no quota can exceed more than 1M; preferred due to low DP & WD fees)

Things to remember when handling CS/Risk Inquiries

-acknowledge CS inquiry within 2 minutes; follow up with PG if no response after 5 mins -follow up pending WDs to risk if not yet verified after 8 mins

-understand the CS Inquiry, it's highly advisable to use your own words while still following the SOP (do not just copy and, paste the CS and, PG responses)

-verify successful deposit transaction in PG backend, including the amount before doing check-order or resubmission. -do not provide the cash out number provided by PG to CS ; if the cash out number is not registered in player's account request to add back to merchant balance - (link) AUTOPAY 3rd party deposit)

SOP for BDT CS Deposit Inquiry

Once the inquiry is received, take the DP ID and, determine which PG the player deposited

After determining which PG the player requested his deposited, forward the following details to the corresponding PG GC: 1.Receipt 2.PG ID -without prefix "D" 3.Cash out number - must match with the Cash out number registered in the player's accounts (for AUTOPAY) 4.Reference no.

SLPAY allows 3rd party while Auto does not; (sometimes they approved third party - if already approved you may credit the fund to the player) — SLPAY allows 3rd party while Auto does not; (**sometimes they approved third party - if already approved you may credit the fund to the player**)

Wait for PG response

A code that starts with MAN followed by numerical numbers means Autopay received the fund but, instead of making a call back to the transaction ID player provided, they added it back to our Merchant Balance. (for Added Back to MC Balance) > we need to do resubmission. Please make sure to verify all the transaction details in PG Backend before doing resubmission. (Status: Transaction Success, Reference no must match with the Added back MC code (MANXXXXXXXXXX) & the amount, must matched with receipt.

Check-order/Resubmission (for resubmitted order please record it in the Resubmit file)

Add in remarks: Added back to MC code (if added back to MC)

Inform CS - follow format

Quote and, reply to the initial CS deposit inquiry, (Copy all the CS format and, input below the final status) e.g. Status: Approved to this transaction ID Dxxxxxxxx

SOP for Missing Deposit Inquiry

similar when handling CS deposit inquiry Important: ask PG if they need bank statement or video proof for further checking the deposit SOP for CS Withdrawal Inquiry

similar when handling CS deposit inquiry

If WD is on hold or rejected by risk (follow up with Risk team);

PG Processing for too long or getting disapproved multiple times check with PG

Common WD Disapproval Reason - WD Limit Reached (PG doesn't disclose the WD Limit of player); Wallet/PG Maintenance; Incorrect Account

AUTOPAY 3rd party deposit

If the Cash Out number asked by AUTOPAY does not match with the Cash Out number shown from our BO, we no longer need to ask AUTOPAY to process it for REFUND. If we encounter this please follow this instructions: 1. Confirm from AUTOPAY if the fund was received.

2. Once the fund is confirmed received, ask AUTOPAY to return the fund to our Merchant wallet.

PG Spill:

PG: “our agent receive with this number

0198XXXX255 please check register in your system or not ?and provide full cash out number thank.”

PMT REPLY: “The number you provided IS NOT registered from the Player's account. Please confirm if you received the fund first, if you received it, please return the fund back to our Merchant wallet and we will proceed this request from our end.”

3. Once the fund was already return to our merchant wallet. We can now resubmit the original transaction ID. DO NOT FORGET to input in the remarks the MAN CART ID (MANXXXXXXXXX) provided by AUTOPAY for returning the fund to our merchant wallet.

BDT PG BO NAVIGATION

SMARTSOLUTION - SLPAY