SOP for Suspected Players with Multiple Accounts

If you suspect that a player is using multiple accounts, you may proceed to suspend the accounts, and verify the player's account with the Risk Department.

Remark when supending due to multiple accounts: suspected multiple accounts

If the Risk Department verified it's the same person, inform Customer Support (CS) and ask which account the player intends to use. Important: If the player is attempting to claim a deposit, do not credit any funds until they confirm which account will be used, and keep the account suspended. Format when informing CS: Username 1

Username 2

Hi team! Our risk department found out that these accounts are owned by same person. To maintain the integrity of our company we do not allow players to have multiple accounts. Please help us to ask player which account he will use permanently so that we can suspend the other account he will not use. Thanks team!

Once the player verifies their preferred account, notify the Risk Department to deactivate the other account. You may then proceed to credit the confirmed account, if applicable. Format when informing Risk: Hi team, the player has confirmed to use username 1 over username 2. Please take the necessary action needed. Thanks!