SOP's

Question 1

1. Before removing a credit card from file. What do you need to confirm from the player?
   a. Last 4 digits of the card(s) to remove.
   b. Let the player know it cannot be used or added again.
   c. A & B are correct
   d. Ask the player if this is a temporary or permanent removal

Answer 1

c. A & B are correct

https://confluence.itspty.com/display/PSKB/AR+By+Supervisor

Question 2

2. Which of the following queries is a reason to transfer to fraud?
   a. Request to update email or phone number.
   b. Wager queries
   c. Delay with deposit instructions.
   d. Non-Posted Bitcoin.

Answer 2

a. Request to update email or phone number.

https://confluence.itspty.com/display/PSKB/Fraud+Escalations

Question 3

3. When checking if a player is unable to log in for IOVATION (IO) Results, what results must the player fall under for the account to be restricted?
   a. A (Allowed)
   b. B (Review)
   c. C (Denied)
   d. B & C are correct

Answer 3

c. C (Denied)

https://confluence.itspty.com/display/PSKB/Iovation+Evidence+in+OPCRM

Question 4

4. Which of the following is not a reason to complete the account verification process.
   a. Payouts
   b. Account Closures
   c. Profile updates or account information
   d. Dormant Poker account process.

Answer 4

b. Account Closures

If the team selects d, please give the point due to recent update:
https://confluence.itspty.com/display/PSKB/Account+Verification+Process
https://confluence.itspty.com/display/PSKB/SOP%3A+Dormant+Accounts+Process

Question 5

5. When a player contacts you regarding his PayDay casino account. What should you do to assist?
   a. Inform the player PayDay casino has shut down.
   b. Inform the player to create a superslots.ag account.
   c. Escalate through AR so Floor Support can transfer the funds.
   d. All of the above.

Answer 5

d. All of the above.

https://confluence.itspty.com/display/PSKB/Transfer+Funds+from+PayDay+Casino+to+Super+Slots

Question 6

6. What should you check if a player requests a wager deletion?
   a. If the request for a cash wager or a free play wager
   b. Amount of wagers the player had deleted recently
   c. If there are any account notes prohibiting wager deletions
   d. All of the above

Answer 6

d. All of the above

https://confluence.itspty.com/display/PSKB/Wager+Deletion+Requests

Question 7

7. When assisting an abusive player, what should you never do?
   a. Advise the customer of our abusive language policy
   b. Always be polite and professional
   c. Inform the chat/call will be terminated
   d. A & C are correct

Answer 7

d. A & C are correct

https://confluence.itspty.com/display/PSKB/Abusive+Customers+Process