Standard Operating Procedure (SOP) for Bank Complaints

Purpose

To provide a clear process for handling bank complaints related to refund requests.

Procedure

1. Receive Complaint

   • If the Payment Gateway (PG) receives a bank complaint linked to an order number, initiate the following steps.

2. Check Player's Account

   • Verify if the player has remaining funds in their account.

     • If funds are available:

       • Transfer the funds to the main wallet.

       • Suspend the player's account.

       • Inform Customer Support (CS) of the suspension reason.

       • Request documentation (SOA) from CS and/or ask the player to void the complaint.

       • Ask the player to void the bank complaint.

       • Keep the account suspended until the complaint is resolved.

     • If no funds are available:

       • Hold the player’s withdrawal due to the bank complaint.

       • Inform CS about the situation.

       • Request documentation (SOA) from CS and/or ask the player to void the complaint.

       • Follow up with the PG regarding the status of the bank complaint.

       • Hold the withdrawal until the issue is resolved.

3. Communication

   • Advise CS to refrain from escalating complaints to the bank that may lead to account blocking.

4. Follow-Up

   • Regularly check with the PG for updates on whether the bank complaint has been voided.

   • Ensure the player’s withdrawal remains on hold until the issue is fully addressed.

Conclusion

This SOP aims to ensure that bank complaints are handled efficiently while protecting both the company and the player’s interests.