SOP for handling Withdrawals via Payment Gateways

Important Note:If you are responsible for handling withdrawals, ensure that the Risk + Payment GC is open. This will allow you to review withdrawal requests that need to be manually processed or directed to a specific payment gateway for completion. Moreover please take note of the Average Handling Time and, SOP for Approving Late Processed Withdrawals.

Back-Office Withdrawal Setup

Tab 1: Verified Withdrawals

Important: Created Time Range must be filtered from the the first day of the month to the current day. This will help us to ensure that we don't miss any withdrawals that were made earlier but, were only risk-verified currenlty. Please follow first-in-first-out (FIFO) processing by using the correct time range filters. Once you click "Search," all verified withdrawals ready for manual processing will be displayed, as shown in the photo below. Do not select VND in currency type either ALL especially for payout using USDT TRC20 this is also our task to process thru IPAY only. Please note the following payment gateways (PGs) that do not incur a withdrawal (WD) fee:

FAFA

MTPAY

IPAY

HIPAY

JOKPAY

SPAY (may experience slight delays)

DAYANGPAY LELIPAY (NEW)

OK2PAY IUPAY

For processing requests of 100M, we prioritize using our local WD bank with high daily limit, to avoid incurring high withdrawal fees. Whenever possible, request 100M top-ups from VIPPAY and, ASIAPAY. Ensure that funds are used immediately to prevent bank closure.

It's worth noting that even with no fees, we still prioritize using VIPPAY and ASIAPAY due to their higher exchange rates compared to FAFA and MTPAY. VIPPAY and ASIAPAY: used for 2M above

FAFAPAY and MTPAY: used for 2M below

---

Payment Gateways that requires confirmation when processing huge amount: 1. DAYANGPAY 50M & above - follow the fomat bellow when confirming PG WD Transaction ID - confirmed WD. Thanks! Note: No need to wait for them to ask you to confirm.

2. VIPPAY 20M & above As soon as you send the WD to VIPPAY, they will received the wd request. Click [Xac nhan] to confirm.

3. ASIAPAY 50M & above PG WD Transaction ID - confirmed WD. Thanks!

4. LELIPAY (NEW) 50M & above PG WD Transaction ID - confirmed WD. Thanks!

FAQ: What if the withdrawal is PG Processing for long time without definite time of approval? If the withdrawal transaction is processing in PG and, unable to determine the time of approval. Request PG to approved it first then, after 24 hours follow up the status. If successful no problem. If still not successful request PG to add back to MC and, ask player whether they want to add the fund to their main wallet or reprocessed if their is an available local bank for manual.

---

If you encounter a NULL error after attempting to send a withdrawal to the payment gateway (PG). Please check the name of the player if there's any special characters (see photo for example).

If so, you may disapproved the withdrawal request and input remarks: "Bank Details not matched" and, inform the CS regarding the disapproval for the player to change their name to English. If Vietnamese characters with accents are used (e.g., the letter ‘Đ’), the order will not be processed by our system