VOC:

  • I am not able to withdraw the full winning amount. Pls let me know what the issue is.

  • Before when I was withdrawing money there was no issue. But now I am getting issues pls help me to withdraw my full winning money.

  • I am facing a withdrawal page loading issue. Please help me to withdraw my amount.

  • I can't withdraw my winning amount.


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. 

  3. The agent should ask the user for the time of the withdrawal, the mode of withdrawal, and the banking partner used, especially if multiple accounts are visible in the CRM.

  4. After receiving the user's response, the agent should consult with the floor supervisors to check if there is any ongoing downtime.

    1. If Yes: Ask the user for the error code which the user is getting or to share the screenshot.

      1. After reviewing the error or the screenshot provided by the user, if the issue is related to downtime, inform the user to try placing the withdrawal again later or to use a different withdrawal method.

      2. If the screenshot indicates some technical error on the application, notify floor supervisor and raise a JIRA ticket for the issue.

    2. If No: Help the user with the steps to place a withdrawal.


Agent Response:

Hi, this is [Name]. You requested a call-back regarding your withdrawal inquiry. I see you have mentioned that you are unable to place a withdrawal request. Can you confirm if that’s the issue? <Wait for the user to respond>

We are sorry that you are unable to place a withdrawal request. Let me quickly check the reason for it.<Check if there is any server issue going on? Check with the payments team via hangouts or the available floor supervisors> If there is an issue going on follow the above steps in the SOP.

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


MTRC:

L1: Withdrawal Related

L2: Unable to Withdraw

L3: PG/Bank Server Downtimes