SOP for handling Local Bank Withdrawal

There are two ways to process a withdrawal:

via Local Withdrawal Banks

via Payment Gateways

Local Bank Withdrawals, also known as manual withdrawals, are processed by the Payments Department. For information on withdrawals via Payment Gateway, click here to learn more.

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Managing Local Bank Withdrawals

To effectively manage Local Bank Withdrawals, staff must be familiar with the following:

➢Google Internal Record Sheet (G.I.R.S.) ➢Navigation of the Back-Office (B.O.) System ➢Bank Transfer Remarks Guidelines

➢INTERNET BANKING GUIDE – FUND TRANSFER ( Techcombank, Sacombank, OCB, VPBank, BIDV ibank, VietinBank); ➢Daily Limits of Local Banks ➢Bank Login Protocol ➢Average Handling Time

➢(S.O.P.) when sending Official Receipt to Customer Service ➢SOP for Disapproving Withdrawals due to bank details not matched/incomplete bank details

➢SOP for Approving Late Processed Withdrawal ➢SOP for Bounced Back Withdrawal ➢Frequently Asked Questions(FAQs)

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Pre-Checklist when doing Manual 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.

✔ Balance Verification Ensure that the Online Bank Balance and the GIRS Bank Balance match. If there is a discrepancy, resolve the error before proceeding with any withdrawals.

✔ Sufficient Funds Confirm that the bank has enough funds to process the withdrawals. If there are insufficient funds, you may request a Top-Up from your leads or reach out to your teammate who manages the local bank deposit.

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Bank Transfer Remarks Guidelines Please refrain from using the B.O transaction ID to avoid triggering scanning issues. Instead, use the following format:TT + (customer's first/last name) + number (without W).

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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 LIPAY (NEW)

OK2PAY Once you click "Search," all verified withdrawals ready for manual processing will be displayed, as shown in the photo below.

Tab 2: Manual Processing Withdrawals

This tab is essential for filtering withdrawals that are currently under processing.

Important Note: Avoid manually processing withdrawals that are not assigned to you. In this example, staff should use the "Approved By" filter to display only the requests they have begun processing.

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How to process a withdrawal via our local bank? (overall process together with using our B.O.)

For illustration, let’s consider Techcombank, identified as W4 - CTTTTTSHIEP

Step 1. Prepare the company phone and, logged into the Internet Banking. On Tab 1, click "Process" under the Action Column.

Step 2. A pop-up window will appear, displaying the details of the withdrawal.

Withdrawal Verification Process Verify if the B.O. Registered Name is same with the B.O. Bank Name. If the names are not the same, we must disapproved the withrawal request and, report to CS. Select Remark "Bank Details not Matched" upon disapproving. Learn more about the SOP for incorrect bank details/bank details not matched. If the withdrawal passed verification, continue to select the Company Bank that will be used for processing the withdrawal. For this example, let's choose Techcombank - W4 - CTTTTTSHIEP. Next, you may skip the remarks section and continue by clicking "Process."

Step 3. Navigate to Tab 2 to view the request that you sent for manual processing. Important: Please ensure that your username is displayed on the withdrawal request to prevent processing a withdrawal request being manually processed already by other staff members which can lead to [overpayment/doublepayment.] Click "Approve" under the Action Column to display all the details necessary to process the withdrawal request.

Step 4. Once you click approved a window will again display all the details necessary to process the withdrawal request such as the Account Name, Account Number, Bank Name and the B.O amount. To get the reference number, we must able to process the withdrawal first via our online bank. Go to step 5.

Step 5: Transferring Fund Via Techcombank Internet Banking Note: The B.O. Registered Name must be the same with the B.O. Bank Name. Furthermore, it must also macthed the Account Name on the Internet banking, to check go to Step 5. Once logged in, select "Transfer" under Transfer & Payments Fill out the required details from the B.O: To: Select "New transfer" Bank: Input Account number: Input Amount: Input (VND Real Amount) Account Name: Verify the Account Name (must matched with the B.O. Registered Name and, the B.O. Bank Name) Description: follow this format: TT + (customer's first/last name) + number (without W). After encoding the necessary details, click "Review" on the bottom right of the page to continue. Any discrepancies may lead to the disapproval of the withdrawal request. You can check this link to [identify common reasons for disapproving a withdrawal request/When to Disapprove a Withdrawal Request?]

Step 8: Review the details from B.O and, Internet Banking. If you find any discrepancies with the details, you may click Edit to return to Step 5. If there is no discrepancy, click submit and approve.

Step 9. After verifying all important details, click submit and approve and complet the OTP code on the company phone.

Step 10:

Once completed, go to the designated area to retrieve the reference number, you may copy and paste this. Remark: Select "Done" Finally, Click approved.

Note: Please screenshot the receiept and post in out respective [O.R. GC.] for easiear tracking together with the B.O. Transaction ID. Step 11. Recording the Approved Withdrawal Request in our G.I.R.S. and, check that the bank balance in our GIRS and, internet banking is the same.

Tip: It is best practice to simultaneously record the details of the withdrawal in our GIRS while processing the request.

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Requesting A Top-Up

Top Up refers to funds transferred from the Payment Gateway to our local banks. Staff members are strongly encouraged to request their ATL top ups for processing manual withdrawals. Utilizing these top-ups allows us to take full advantage of the daily limits set by each local bank, and importantly, it incurs no withdrawal fees.

• Updated Payment Gateway Fees

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INTERNET BANKING USER GUIDE – FUND TRANSFER

Sacombank OCB VP Bank

1. Transfer inside Sacombank

2. Transfer outside Sacombank Transfer inside Sacombank Step 1: Transaction → Transfer → Transfer inside Sacombank

Step 2: Common Details ➢ Frequency Type: ✓ One time ➢ Transaction Date: Current Date ➢ Currency: VND (Application default: VND)

Step 3: Initiator’s Details: User select Account

Step 4: Beneficiary’s Details: select option as below ➢ By Account ➢ Amount: input ➢ Remarks :  follow this format: TT + (customer's first/last name) + number (without W). Click “Continue”

Step 5: Check again, input OTP and click "CONFIRM" to finish

Transfer outside Sacombank Step 1: Transaction → Transfer → Transfer Outside Sacombank

Step 2: Transaction Details ➢ Frequency Type: ✓ One time ➢ Transaction Date: Current Date ➢ Currency: default: VND.

Step 3: Initiator Details : Account: User choose from dropdown list

Step 4: Counterparty Details: select option as below: Account/Card Amount: input Remark: follow this format: TT + (customer's first/last name) + number (without W). Click “Continue”

Step 5: Check again, input OTP and click "CONFIRM" to finish

Withdrawal code will be displayed after the transaction is confirmed successfully

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1. Transfer inside VPBank

2. Transfer outside VPBank Transfer outside VPBank Step 1. Once logged in, Select Account Services

Step 2 Click 👆Initiate on the upper right corner and, select Domestic Fund Transfer

Step 3. Click the magnifying class to select the debit account number. (this is the account you are currently using to transfer fund)

Step 4. Enter the Beneficiary Information Payment Category: Select NAPAS 24/7 transfer Beneficiary Type: Payment to Account Select Beneficiary Type: NEW Beneficiary Account: input Bank Name: input Beneficiary Name: Verify Do you want to add the new beneficiary to the existing list? Select NO.

Step 5. Enter Payment Information Select Payment Amount Select VND as currency and enter the amount you are transferring Payment Date: Date today Charge Type: Our Payment Details: follow the Bank Transfer Remarks Guidelines

Step 6. Enter Document Information Document Submission Date: Select the date today Click "Submit"

Step 7

Step 8. VPBank OTP Login the bank in phone and, go to Smart OTP Page

Once the successful is done screenshot the receipt and send to VP Banks O.R GC

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1. Transfer within VietinBank

2. Interbank transfer Interbank transfer Step 1: Transfer money → Interbank transfer → Account 24/7

Step 2: 1. Enter information Debit account: select the account Beneficiary information Account number: input Bank: Select bank Account holder: will automatically pop up, just confirm the name Transaction amount: input Transaction content: if you are transferring fund from one Fund Out Account to another input"FT to bank name" E.g. FT to KQV SCB if you are transferring fund for Player Click “Continue”

Step 3: 2. Confirm Review the transaction Click “Submit for approval”

Step 4:  Check again, input OTP and click "Submit for approval"

Step 6: Result

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BIDV W3 Transfer Guidelines:

✅ Transfers to Other Banks: Allowed

❌ Transfers to BIDV: Not allowed ( fees apply) Note: An amount of 1M VND is freeze in the BIDV ibank account. Step 1. Once login click Transfer on the navigation bar on the left side.

Step 2. Select Interbank transfer

Step 3. Fill out the details starting from the remitter information.

Select the debit account we are using.

Step 4. Fill out the benificiary infomation. Make sure to select Fast interbank transfer 24/7 Fill out other details such as Bank Name & Account Number. The Account Name will autopopulate make sure you have verified the receiver's name before proceeding.

Step 5. Fill out the Transation Details such as the real amount in VND, remarks. For fee type, even tho there is no charge for this transaction select beneficiary pays. Click "Continue" once done.

Step 6. After reviewing the transaction details. Click "Submit"

Step 6. CLick Transaction confirmation and report on the navigation bar under transfer. Tick the box of the transaction details you just created, and click confirm.

BIDV OTP - Once done login to BIDV W4 Checker Phone to finalize the transaction in order. Note: Always double check the details before proceeding. On 5th step after click the get otp code, it will require you to enter the OTP password.

SOP when sending Official Receipt to Customer Service Purpose: Protect sensitive information.

Guidelines:

Ensure that our bank account details are concealed when distributing official receipts to Customer Service or other departments.

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1. Transfer inside OCB

2. Transfer outside OCB Step 1.

Step 2. Select the Beneficiary Bank

Step 3. Select FastFund BREATH 24/7

Step 4. Enter the recipient information

Enter the Amount, and content.

Double check the bank details.

Step 5. Once done, sign in to the checker phone to approved the transaction.

Step 6. OCB OTP Login to the checker phone and go to approved transaction. Select the transaction you have created and click approved.

Step 7. To view the Reference Number, go to Account history.

Step 8. To download the Official Receipt, go to Online Transaction Document. (OCB Reci Select Debit note to download the receipt.

An example of OCB Receipt will look like the photo below.

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FAQs: NHTMCP BAN VIET = BVBank or Viet Capital Bank

WOO = BVBank Timo - Ngân hàng số Timo (Bản Việt)

Hi team! these banks are 2 different banks. If not found in Timo bank please do not process. Just disapprove and, put remarks wrong bank details. Thanks team! Please take note.

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SOP for Bounced Back Withdrawal Hello team, moving forward for those who will reprocess any bounce back/otp error on our local banks. please do not update the old record.

Any new transaction made on our local bank should be recorded on the current date of our shared sheet. thanks for cooperation