Frequently asked questions

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- Check if the player received the e-mail today. ( offers are only valid on the same day)

- Check if the player didn't use the spins already

- Check if the spins are under "eligible tab", click CRITERIA TYPE to sort, if yes, advise TS

- If you can't see the spins, add the spins with a note in BO

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• You can find all the rules under the "Casino and bonus rules" link at the bottom of each website​​

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In short: the bonus will be visible

​ and possible to use as real cash once the player wagers it first.

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If it didn't come back to the player's account after 5 working days request: pdf bank statement with all the transactions from the day of the deposit till today + transaction confirmation.

Leave the note in BO and escalate in Zendesk to Payments

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I can't withdraw

- Check if the player has any balance to withdraw

- Check what amount are they trying to WD ( maybe there are no sufficient funds or it is less than a minimum withdrawal)

-Check if we requested some documents from a player

- Make sure player did TS, ask for SS

- If nothing helped, escalate on Teams to payments

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• ​​Check if the PL has any limits

• ​Check if there are any notes ( maybe we requested KYC)

• ​Ask for SS, maybe the PL is doing something wrong and you will be able to notice

• ​TS

• ​nothing helps- escalate in teams RFP escalations