>>: Procedures > Player accounts > Crediting a player with a missing win

Crediting a player with a missing win

Occasionally a player will contact the Help Desk and report that he/she was not correctly credited with a win from a game. Such claims must be backed up with basic information such as what game was being played and at what time the 'win' was awarded, and preferably also with a screenshot providing proof.

This topic is aimed at Help Desk staff of platform owners and White Label operators who need to respond to player queries.

Before starting this procedure, get the following information from the player reporting the missing win:

Also, ask the GEP back office whether they agree that the claim is legitimate.

Follow these steps to credit a player with a missing win:

  1. Select Main Menu > List Accounts from the system options to display the List Accounts (Web View) screen.
  2. Find and click the required player entry in the ID, Login or Email column to display the View Account Details screen.
  3. Click the Games link in the grid at the top of the screen to display the View Account Games screen.
  4. Click the game the player was playing in the Game column to display the List Game Actions screen, and examine the game actions at the reported time for evidence of the incident.
  5. Click the browser Back button to return to the View Account Games screen, and click the Adjust Game Stats link above the column headers to display the Adjust Game Stats screen.
  6. Enter a description such as 'Manual credit for Ezugi' and the amount. Tick the Stats Only checkbox if you want the adjustment to be included in statistics but not as a transaction in the ledger. Enter the time of the incident from the player's screenshot or description (that is, not the time you made the adjustment).

After completing the procedure, inform the player that the win has been credited.

Note that:

  
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v3.0.201710130000 - 03/02/2017 - 16:22