📌Withdrawal Status
Withdrawal (WD) Pending Guidelines
When a player inquires about a pending withdrawal, always check the reason so they receive the correct information. Below are the possible statuses and how to handle them:
📌 WITHDRAWAL PROCESSING A withdrawal is in the processing stage when it has already been forwarded to the third-party provider.
🕹 How to check the status:
✔️ Follow up on the withdrawal in FINANCE GC and check the remark.
✔️ If the remark is "THIRD PARTY IN PROCESS," it means the withdrawal has been submitted to the third-party provider for processing.
🕹 Important Reminders:
✔️ If the remark remains "THIRD PARTY IN PROCESS" for several hours or days, escalate the issue to the finance team to determine the reason for the delay.
✔️ If the player requests to cancel the withdrawal, inform them that cancellation is not possible once it is marked as "THIRD PARTY IN PROCESS" since it is already being processed externally.
📌 WITHDRAWAL APPROVAL
A withdrawal remains pending for approval when it requires further checks before processing. This could be due to compliance, security, or technical reasons.
🕹 Possible reasons for pending approval:
🕹 Bonus Compliance ✔️ Verifying if the player has met the wagering requirements for any claimed bonuses.
🕹 Fraud Prevention ✔️ Reviewing for suspicious activities such as multiple accounts, chargebacks, or unusual betting patterns.
🕹 Sufficient Funds Check ✔️ Ensuring that the requested withdrawal amount is available and not tied to active bets.
🕹 Payment Method Validation ✔️ Confirming that the withdrawal method matches the deposit method, if required by policy.
📌 WITHDRAWAL HOLD (Need Verification) A withdrawal may be placed on hold due to additional verification requirements. Below are common reasons:
🕹 Account Verification Issues ✔️ The player has not completed KYC verification. ✔️Submitted documents are unclear, expired, or do not match the account details.
🕹 Fraud or Security Concerns ✔️ The system flagged unusual account activity (e.g., multiple accounts, high-risk transactions). ✔️ The player's payment method has been reported for fraud or chargebacks. ✔️ A VPN or proxy was detected, which may indicate location spoofing.
🕹 Pending Internal Review
✔️ Large withdrawal amounts may require manual approval. ✔️The finance team is conducting a routine risk assessment. ✔️The player requested a withdrawal using a different payment method than their deposit.
🕹 Technical or Banking Delays
✔️ Payment provider delays or maintenance issues. ✔️ System glitches affecting withdrawal processing.
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