VOCs:

  • Why have I not received the full withdrawal money

  • You are intentionally deducting the money from my winning amount

  • You are charging GST, TDS and now again there has been some deductions which has happened


Action Steps:

  1. Ensure to follow due diligence on not disclosing details violating authentication policy

  2. If the verification fails, request the user to check the details and answer the verification questions

  3. Check the CRM>>withdrawal tab, to understand if there was any withdrawal fees deducted



  1. If there is a withdrawal fee, inform the user he can skip the fees by opting for SB i.e., Saver, Super saver. 

  2. Also, check the ProScore, if it is low/medium, inform  the user to SB more and increase his ProScore so that he can skip the withdrawal fees.


Agent Response:


Hi, this is [Name]. You requested a call-back regarding queries related to withdrawal Fees. Please be informed you have received less withdrawal amount because of withdrawal fees. In case you do not want to incur withdrawal fees kindly super boost at the time of game settlement and at the time of withdrawals so that your ProScore increases and you will not incur withdrawal fees.

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

MTRC: 


L1: Withdrawal Related

L2: Less Amount Credited to bank 

L3:Withdrawal Fee Deducted