Frequently asked questions

Frequently asked questions

Here is what to do

1. I did not get my free spins ( without the deposit)

Missing spins (no deposit)

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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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Multiple Choice

What would you do first if the player claims he didn't get free spins?

• Check his withdrawals

• Add the spins

• Check when the player received the e-mail

2. I did not get my free spins ( after a deposit)

Multiple Choice

Can a player deposit 2 days after the e-mail to get free spins offered in the e-mail?

• no

• yes

3. What are the wagering rules, maximum bet, games excluded as part of wagering requirements etc. ?

Casino and bonus rules

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

4. Where is my NEON bonus? I didn't get my NEON bonus, I don't see it, I cannot use bonus money!

There is a macro: NEON you can use to explain how the bonus work

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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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5. A player wants to re-open their account

If the account was closed dr forever it is not possible to re-open

Multiple Choice

Can you decide to re-open a Pl's account on your own?

• yes

• no

6. My deposit is missing

If it failed or is pending for a while, it will come back to the players bank account within 5 banking days.

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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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Multiple Choice

Player's deposit is missing for 4 working days, can you escalate the issue?

• yes

• no

7. I can't withdraw the money

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

​8. I can't deposit

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I can't deposit​

• ​​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

9. Missing withdrawal

Fill in the Blanks

How long do we wait before escalating a missing withdrawal?