SOP for Null/System Error Withdrawal (for ATLs)

Guidelines for Handling Null Withdrawals by Aven Lee

Issues with Null Withdrawals

Follow the original SOP, disapproved the Null wd tickets, resubmit a new wd order and approved it without any real fund transfer. (make sure PG already transfer successfully)

1. Customer Still Playing

• Resolution:

a. Check the customer’s betting history and review their latest bet.

b. If the customer is still actively playing, hold the withdrawal and wait. It’s unlikely they will play continuously for 24/7. Null withdrawals can be resolved anytime (You may also assign an ATL in night or GY shift to handle these cases instead)

2. High Volume of Null Withdrawals

• Establish the count of null withdrawals handled the day before making any significant changes to the SOP.

• Assign one ATL (Assistant Team Lead) to handle these cases and train all ATLs on managing null withdrawals effectively.

Know when you can make an adjustment

• If issues arise due to Melon BO requiring technical assistance and would take a long time to check. That's when the time can make an adjustment. But by doing so, the following must be done.

1. Ensure the manager and team leader (TL) have reviewed and handled the account to arrive at a resolution.

2. Once confirmed, involve the TL/Manager for adjustments. (approved by)

3. Inform the auditor of the issue and include detailed remarks for documentation.

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Original SOP: A null withdrawal happens when a withdrawal sent to PG for processing encountered a system error and, has been stucked to manual processing. Step 1. Determine if the withdrawal succeeded to a PG. You may use the transaction ID to check in our P.G. B.O. Step 2. Once you determined to which PG the withdrawal succeeded, we need to reject the null withdrawal and, create a new withdrawal to approve in our local bank. Make sure to use the PG Approved WD ID as reference no. when creating a request and to report all NULL withdrawals in VND WD: Null/System Error GC. • If issues arise due to Melon BO requiring technical assistance and would take a long time to check. That's when the time can make an adjustment. But by doing so, the following must be done. 1. Ensure the manager and team leader (TL) have reviewed and handled the account to arrive at a resolution.

2. Once confirmed, involve the TL/Manager for adjustments. (approved by)

3. Inform the auditor of the issue and include detailed remarks for documentation. Note: It is important at this point to monitor the withdrawal and, inform your whole team not to process it since this is already approved in a certain PG. Step 3. Once you have created the withdrawal request. Inform the risk team to verify the withdrawal. Example format when informing Risk: Username- transaction ID Hi team, kindly verify. already successful in ASIAPAY under W605899202. Null withdrawal (system issue). Thanks Step 4. Once verified, process the withdrawal to any of our local bank in our B.O. and approved the transaction id. Make sure to input the following remark when approving. Example Remark: Done in Asiapay P05101788959334504996864 W441939079 null withdrawal/system error P05101788959334504996864 (ID in PG)