Over/Double Credit: This occurs when a player's deposit has been approved despite not passing verification.
To effectively manage overcredit or double credit situations, please complete the following pre-tasks in the specified order promptly to prevent the player from using the funds and potentially losing them:
Example Scenario: A staff member has made an overcredit of 500,000 VND.
Step 1. Check the Player's Account Balance Click the username of the player in our B.O to view the member's profile
Step 2. Scroll Down to the Balance Section
Main Wallet: Refers to the funds in the player's account that are not currently being used for gameplay.
Other Wallet/Game Wallet: Refers to the funds that are actively being used by the player for gaming.
Step 3. Transfer the fund from Game Wallet to Main Wallet Click Transfer, for the Take Back Funds window to appear.
The options are preselected, with "To Main" selected in the transaction type, indicating the Main Wallet, and "All" selected for the amount, representing the entire balance. Proceed by clicking Save.
The gaming funds should already be reflected in the Main Wallet.
Step 4. Suspend A Player's Account
Scroll to the the top page and find the Status.
A pop-up window will appear. Select Suspend, then click Save.
The status should now display as Suspend. Finally, enter the reason for suspension in the User Remark field to keep the relevant departments informed. To deduct the amount, click here [SOP for Payment Adjustment] If a member has no balance(either half or all lost), there is no need to suspend the account. Instead, inform the Risk Team to hold the player’s withdrawal and deduct it from the next deposit or withdrawal.
Responsibility of the staff who made Over/Double credit? Staff who did mistakes such a over/double credit need to payback with deduction their salary ,if as following below example : -
member deposit 200 , and staff did over credit 200 . then member submit wd 100 , so staff need payback to company 100 . - member deposit 200 , and staff did over credit 400. then member submit wd 5000, so staff need payback to company 5000. - member deposit 200 , and staff did over credit 400, then member lose all , so staff need payback to company 400. - if over/double credit ald done by adjustment no need payback Within 30 days still can't deduct from player's next dep/wd, or player no come back anymore.* Overpayment/Doublepayment Procedure
If the overpayment occurred in the present moment or in the past:
1. If the member has a full balance in their main wallet:
Advise CS to reach an agreement with the player regarding the deduction. Format when Informing CS:
username
Hi team,
We have suspended the account due to an overpayment/double payment from the following transaction IDs: [Affected Transaction ID/s]. The player currently has funds in their account. Please inform the player that we need to deduct [Amount to be Deducted]. Let me know if the player agrees.
Thank you!
Once the player agrees, deduct the full amount.
B. If the member has no balance (half/lose all):
No need to suspend the account.
Inform the Risk Team to hold the withdrawal.
Format when Informing Risk: |
username Hi team, Kindly hold the withdrawal of this player due to overpayment/doublepayment from [Affected Transaction ID/s]. Thanks! |
3. Deduct the amount during the next deposit or withdrawal.
C. If a member's withdrawal is currenlty on hold due to overpayment/doublepayment and, he is trying to withdraw the full overpaid amount:
Advise CS to reach an agreement with the player regarding the deduction.
Format when Informing CS: |
username Hi team, the player's withdrawal is currently on hold due to an overpayment/double payment from the following transaction IDs [Affected Transaction ID/s]. Please inform the player that we need to deduct [Insert Amount to be Deducted]. Let me know if the player agrees. Thank you! |
Once the player agrees to the deduction, notify the Risk Department to reject the on hold withdrawal and, proceed to deduct the full amount.
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