VOC: 

  • How to withdraw money from the app?

  • How to withdraw?

  • I am not able to see the withdrawal option? How to withdraw?


Action Steps:

  1. Ensure strict adherence to due diligence in order to avoid disclosing any details that would violate the authentication policy.

  2. Review the Help Center transaction fields in Freshdesk (such as HC Txn ID, HC Txn Amount, and HC Txn Created Date) and the KYC Status on the CRM / HelpCenter. Validate the same with the user in the beginning of the call.

  3. To withdraw funds, please follow these steps:

    1. Go to the "My Wallet" section of the app and click on the "Withdraw" button.

    2. Enter the amount you wish to withdraw.

    3. Select your preferred mode of withdrawal—either UPI or bank account 

    4. Note* Users can place a request to withdraw a minimum of  ₹100 per transaction and a maximum of INR 1,00,000 (Indian Rupees One Lakh only), per transaction.

      1. RC, RT, PS, RCP - Rs 100 per transaction

      2. RP - Rs 25 per transaction

  4. Additional points to keep in mind:

    1. Withdrawals can only be processed if the users’ KYC is verified.

    2. Users are allowed to place a withdrawal request once every 24 hours, unless otherwise permitted under applicable internal policies.

      1. For certain Rummy brands (RC, RT, RCP), the 24-hour withdrawal window resets at 12:00 AM

      2. For Rummy brand RP, the 24-hour period is calculated from the time of the last withdrawal placed on the app.


Agent Response:


This is <Agent Name>, and you’ve placed a call-back request for your withdrawal inquiry. To successfully withdraw funds from the app, your KYC verification completion is mandatory, <we can see that your KYC has been completed> . Now, you can follow these steps to withdraw funds:

  1. Open the app and navigate to the "My Wallet" section.

  2. Click on the "Withdraw" button.

  3. Enter the amount you wish to withdraw, keeping in mind that the minimum withdrawal amount is ₹100 [Rs 100 - RC, RT, PS, RCP & Rs 24 for RP]

  4. Select your preferred withdrawal method: either UPI or your bank account.

Please note that you can only make one withdrawal in 24 hours. If you’re unable to see the withdrawal option, it may be due to your KYC not being completed.

If you have any further questions or need assistance, please don’t hesitate to reach out. Your satisfaction is our priority, and I’m here to help!

*This response is indicative, the response is subject to change based on the actual issue identified!


MTRC:

L1: Withdrawal

L2: How to place withdrawal