Handling Financial Defense Help Desk entries

The Financial Defense Module temporarily shuts down games and player accounts that exceed certain predefined limits, for example the amount of winnings paid out over a given period. These events are recorded as Help Desk entries, and authorised users automatically receive an email alert to investigate specific issues. A shut down normally results in a player not receiving a payout that he/she would otherwise expect to receive. In the majority of cases, limits are innocently exceeded, so the expected credit can be paid and the limit that caused it either temporarily increased for a period of time or permanently increased if appropriate. However, where a limit is excessively or repeatedly breached, then this could indicate either fraudulent activity or errors in a payment algorithm or table, and appropriate action should then be taken.

This topic describes the procedure to respond to both game and player related Financial Defense Help Desk entries, and is aimed at staff of platform owners and White Label operators who respond to and manage Help Desk entries.

Follow these steps to handle a game related Financial Defense Help Desk entry:

1. Select Help Desk Menu > List Outstanding Entries from the system options to display List Outstanding Entries screen and click the Fiscal Defense Check - Game link in the Title column of the relevant entry, or click the link in the email alert sent to you, to display the associated Update Help Desk Entry screen. (Alternatively, if the entry has already been assigned specifically to you, you can also find it by selecting Help Desk Menu > List Entries Assigned To Me).
2. Read the details of the entry at the bottom of the screen, and use its embedded links to display the View Account Details screen for the associated player and View Game Details screen for the associated game (both opened in a new browser tab), and determine whether the shut down was benign or if further investigation is necessary.
3. If the shut does not raise suspicion, click on the original browser tab to return to the Help Desk entry. The ticket will include two entries in the Help Desk Actions section, one to 'Re-enable Game' and the other to 'Credit Player', both with status 'Available'.
4. In the first entry, enter an increased game shutdown limit and expiry date, and click the Process button (or click the Disable button to disable the function). The action line then reverts to a line of descriptive text.
5. In the second entry, click the Credit Player button. The action line then reverts to a line of descriptive text.

Follow these steps to handle a player related Financial Defense Help Desk entry:

1. Select Help Desk Menu > List Outstanding Entries from the system options to display List Outstanding Entries screen and click the Fiscal Defense Check - Account link in the Title column of the relevant entry, or click the link in the email alert sent to you, to display the associated Update Help Desk Entry screen. (Alternatively, if the entry has already been assigned specifically to you, you can also find it by selecting Help Desk Menu > List Entries Assigned To Me).
2. Read the details of the entry at the bottom of the screen, and use its embedded links to display the View Account Details screen for the associated player and View Game Details screen for the associated game (both opened in a new browser tab), and determine whether the shut down was benign or if further investigation is necessary.
3. If the shut down does not raise suspicion, click on the original browser tab to return to the Help Desk entry. The ticket will include two entries in the Help Desk Actions section, one to 'Unblock Player' and the other to 'Credit Player', both with status 'Available'.
4. In the first entry, enter an increased player account shutdown limit and expiry date, and click the Process button (or click the Disable button to disable the function). The action line then reverts to a line of descriptive text.
5. In the second entry, click the Credit Player button. The action line then reverts to a line of descriptive text.

Note that:

• Clicking the Unblock Player button has the effect of unticking the Admin Bar Flag field on the View Account Details screen for the associated player, and at the same time entering an 'Override' amount and 'Until' date to the Profit Shutdown Amount to temporarily bump up the player's limit.
• Clicking the Re-enable Game button has the effect of (re)ticking the Live Flag field on the View Game Details screen for the associated game, and at the same time entering an 'Override' amount and 'Until' date to the Payout Shutdown Limit to temporarily bump up the game's limit.
• Clicking the Credit Player button has the effect of crediting the ledger of the player account with the amount reported as refused.

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2017 AliQuantum Gaming v3.0.201710130000 - 03/02/2017 - 16:23