# Game Provider

## **FOR BALANCE MISSING/STUCK IN GAMES** <a href="#for-balance-missing-stuck-in-games" id="for-balance-missing-stuck-in-games"></a>

### Check their sub-wallets

{% tabs %}
{% tab title="1st Step" %}

<figure><img src="https://2326181262-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fc1GBgotpQ8ZG7Fix83YW%2Fuploads%2FOEj7knfeaLmnq6uq8PvU%2Fimage.png?alt=media&#x26;token=53f38a70-70aa-4fa0-b734-464f1eb4444c" alt=""><figcaption></figcaption></figure>

1. Open your Back Office
   {% endtab %}

{% tab title="2nd Step" %}

<figure><img src="https://2326181262-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fc1GBgotpQ8ZG7Fix83YW%2Fuploads%2FZveGJ8JO1oFDBjJhFCk7%2Fimage.png?alt=media&#x26;token=6245cec5-78e7-4de8-a3bd-19c12f9ce089" alt=""><figcaption></figcaption></figure>

1. Click Account Management
2. Click Member Management
3. Search for the username under members account no.
   {% endtab %}

{% tab title="3rd Step" %}

<figure><img src="https://2326181262-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fc1GBgotpQ8ZG7Fix83YW%2Fuploads%2Fft31tnfu38TlmDECnmVI%2Fimage.png?alt=media&#x26;token=5730836c-1acb-40c8-828a-34658fa222b8" alt=""><figcaption></figcaption></figure>

1. Click the players username to show more details of the players account
2. Click this icon to show the the players balance in the sub wallet
   {% endtab %}

{% tab title="4th Step" %}

<figure><img src="https://2326181262-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fc1GBgotpQ8ZG7Fix83YW%2Fuploads%2FhSfPNAkvRPQiVLrb7csp%2Fimage.png?alt=media&#x26;token=59c054b0-2b69-475e-b9da-4b49d2d232fb" alt=""><figcaption></figcaption></figure>

then we check which game provider the balance was stock .
{% endtab %}

{% tab title="5th Step" %}

<figure><img src="https://2326181262-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fc1GBgotpQ8ZG7Fix83YW%2Fuploads%2FwZOOnlcxE4G7v4LHcj57%2Fimage.png?alt=media&#x26;token=2b5218fd-a9e3-4c95-b7aa-fb5b194b1f47" alt=""><figcaption></figcaption></figure>

1. Click the Cash Management
2. Click Balance Conversion
3. Search for the username under member account

You can see that there was a failed to transfer balance to the main wallet. One of the possible reasons was that there was a maintenance being experienced.
{% endtab %}
{% endtabs %}

Mostly the concern of stuck balance is Game maintenance. Once player inquires about it, you can ask your TL's or STL's if there is a game maintenance.

## 2. Go to Skype/TG to check if there are any announcements <a href="#id-2.-go-to-skype-tg-to-check-if-there-are-any-announcements" id="id-2.-go-to-skype-tg-to-check-if-there-are-any-announcements"></a>

<figure><img src="https://2326181262-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fc1GBgotpQ8ZG7Fix83YW%2Fuploads%2FFIlTkkQrtPwdk6jleWDb%2Fimage.png?alt=media&#x26;token=14b73e26-d0f3-417c-a1f3-12dfa666fb67" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
If none, ask the group if there is any maintenance because players have been reported some missing balances from their accounts.
{% endhint %}

## 3. Once got a reply or notice let CS know and post it to Leads GC.

<figure><img src="https://2326181262-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Fc1GBgotpQ8ZG7Fix83YW%2Fuploads%2FZXqypbvnX9AfpoUee2xD%2Fimage.png?alt=media&#x26;token=13dc7dc0-1852-4fd3-a175-0233b59e513a" alt="" width="375"><figcaption></figcaption></figure>
