Internal Procedure: Handling Inquiries About Deposits Not Arrived in Betting Accounts

Purpose:

The purpose of this document is to outline the standard procedure for Customer Service Advisors when handling customer inquiries about deposits that have not arrived in their betting accounts.

Scope:

This procedure applies to all Customer Service Advisors within the Online Betting Company. It covers the steps to be taken from the initial customer contact about a missing deposit through to the resolution of the issue.

Definitions:

- CSA: Customer Service Advisor
- KYC: Know Your Customer
- AML: Anti-Money Laundering

Responsibility:

It is the responsibility of the CSAs to follow this procedure accurately whenever a customer reports an issue with a deposit not credited to their betting account.

Procedure:

Step 1: Initial Contact
1. Greet the customer professionally, ensuring to maintain a polite and understanding tone throughout the interaction.
2. Gather the customer's account information and verify their identity according to KYC procedures.

Step 2: Inquiry Documentation
1. Document the customer’s complaint in the Customer Relationship Management (CRM) system, including:
- Customer’s name and account ID
- Date and time of the report
- The amount and method of the deposit
- Transaction ID if available
- Any other relevant information provided by the customer

Step 3: Initial Troubleshooting
1. Ask the customer to confirm if they have followed all the correct deposit procedures and to re-check their payment method for any notifications or errors.
2. Request a screenshot or confirmation of the transaction from the customer's payment provider if necessary, to ensure the transaction was completed.

Step 4: Account Review
1. Access the customer's account in the company's system to review recent transactions and deposit history.
2. Check for any system notifications or flags that could explain the delay (e.g., AML hold, system error).

Step 5: Escalation
1. If the deposit is not visible in the customer's account and no immediate issue is identified, escalate the inquiry to the finance team for further investigation.
2. Inform the customer of the escalation and provide a timeframe for resolution according to company policy (e.g., 24-48 hours).

Step 6: Communication
1. Ensure the customer is kept informed of the status of their inquiry at each step of the process.
2. Provide the customer with a reference number for their complaint and the contact details for any follow-up.

Step 7: Resolution
1. Once the finance team has resolved the issue, communicate the outcome to the customer promptly.
2. If the deposit has been located, ensure that it is credited to the customer’s betting account immediately.
3. If the deposit cannot be located, work with the customer and the finance team to identify and rectify the issue.

Step 8: Follow-Up
1. After the issue is resolved, follow up with the customer to ensure they are satisfied with the resolution.
2. Document the resolution in the CRM system, including any steps taken to correct the problem and prevent future occurrences.

Additional Notes:

- Maintain confidentiality and data protection standards at all times during the process.
- Be aware of and comply with all regulatory requirements related to financial transactions and gambling.
- If fraudulent activity is suspected, follow the company’s AML policy and report to the appropriate department immediately.

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This document is intended for internal use only and is subject to change. Customer Service Advisors should always ensure they are working with the most current version of this procedure.