SOP for Overcredit/Doublecredit

Over/Double Credit - This occurs when a player's deposit has been approved despite not passing verification.

---

If the over/doublecredit occurred at the present moment.

---

Check the Player's Account Balance  (expand for details)

Click the username of the player in our B.O to view the member's profile

Transfer fund from Game wallet to Main wallet >> Note: Main Wallet: Refers to the funds in the player's account that are not currently being used for gameplay. Other Wallet (aka Game Wallet): Refers to the funds that are actively being used by the player for gaming. (expand for details)

Scroll Down to the Balance Section > 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.

Suspend the Account to avoid the player using the main wallet's fund (expand for details)

Scroll to the the top page and find the Status. Edit Status

A pop-up window will appear. Select Suspend, then Save.

The status should now display as Suspend. Finally, enter the reason for suspension in the User Remark under general edit at the very top to keep the relevant departments informed. e.g. Possible overcredit/double credit

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. (expand for format)

Format when Informing Risk:

username

Hi team, Kindly hold the withdrawal of this player due to overcredit/doublecredit from [DXXXXXXXX]. Need to deduct [###.00].

Thank you!

---

If the over/doublecredit occurred in the past:

---

A. If the member has a full balance in their main wallet:

Suspend the account.

Advise CS to reach an agreement with the player regarding the deduction. (expand for format)

Format when Informing CS:

username

Hi team,

We have suspended the account due to an overcredit/doublecredit from transaction ID: [DXXXXXXXX]. The player currently has funds in their account. Please inform the player that we need to deduct [###.00] Let me know if the player agrees.

Thank you!

Once the player agrees, deduct the full amount

After making an adjustment, activate the account of the player and, inform CS.(expand for format)

Format when Informing CS:

username:

Hi Team,

Done adjustment. No further issue with the player.

Thank you!

---

B. If the member has no balance (half/lose all):

No need to suspend the account.

Inform Risk Team to hold the withdrawal of the player. (expand for format)

Format when Informing Risk: username: DXXXXXXXX (Affected TXN ID)

Hi Team,

Hi team, Kindly hold any future WD from this player, We need to deduct [###.00] VND due to overcredit/doublecredit. Also, Disable Auto Verify Withdrawal.

Thank you!

Deduct the amount during the next deposit or withdrawal.

---

C. If a member's withdrawal is currently on hold due to overcredit/doublecredit and, he is trying to withdraw the full overcredit/doublecredit amount:

Suspend the member's account.

Advise CS to reach an agreement with the player for the deduction. (expand for format)

Format when Informing CS:

username:

Hi Team,

We have suspended the account due to an overcredit/doublecredit from transaction ID: [DXXXXXXXX]. The player currently has funds in their account. Please inform the player that we need to deduct [###.00]. 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.

Format when Informing Risk:

Username:

Hi team, please reject this WD [WXXXXXXXX]. Player has agreed to deduct.

Thank you!

After making an adjustment, activate the account of the player and inform CS and, risk.(expand for format)

Format when Informing CS:

username:

Hi Team,

Done adjustment. No further issue with the player.

Thank you! Format when Informing Risk:

username:

Hi Team,

Done adjustment. Please release hold WD and, treat player as normal.

Thank you

---

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.*