Search by Player ID using email: in Back office tool : https://backoffice.playsqor.com/account/8221

 



We see  - https://vetnos.atlassian.net/browse/PLAT-14




Fraud Process:


  1. To track customer accounts with multiple card addition and credits.

  2. To block the accounts.

  3. Cancel all cards/bets in the account which is not settled.

  4. Add a note in Admin with the reason for block. 

  5. CS to escalate ticket to Supervisor/leader to review

  6. Supervisor/Leader to review in CS slack channel for potential fraud.

  7. Yash/Ashok’s team to take lead to refund the amount back to the original cards/PayPal in the event of fraudulent accounts.


Ways to Track Fraudulent Activity.


Fraud Examples


If the customer has many cards added to their account but no orders (Admin) then it is fraud.  Other things to check

  • Has the customer never made a purchase? (No deposits or any in game activity)

  • Number of verifications by Email or Device greater than 6 in last 90 days

Fraud

Does the customer have many failed deposits with various cards

  • does the customer have more than 2 cards

  • Does our clearing source or IT team see multiple failed deposit attempts

Fraud




Low Risk

Medium Risk

High Risk

CLEAR FRAUD SIGNS

 

 

 

How many failed deposits attempts are there on the account. 

1 or 2

3-5

6 or more

How many cards are there on the account?

1 or 2

3-5

6 or more

How many in game purchases are there on the account?

 

 

0 (and many cards)

Any Chargebacks on the device or email on our Clearing bank accounts or have we received email from card holder reporting unauthorized charges?

 

 

Yes

OTHER POTENTIAL INDICATORS 

 

 

 

When was account created?

 

 

Fairly new

Last 3 months

When was account created v cards being added

> 3 Month

< 3 Month

< 24 hours

How quickly were the cards added to the account

 

 

Within minutes of each other

From which location was the account created from

 

 


Is the email fake looking?

 

 

Yes

Cardholder name and email address are very different (Example Carlos Smith vsxxyse@gmail.com )

 

 

Yes

Were there only deposits and no in game purchases



Yes

Value of withdrawal

$20 or more

$5-20

Less than $5

What is the Risk Level of the IP (check here https://scamalytics.com/ip) 

Low

Medium 

High (not provided)

Check if customer has reached our support on Freshdesk.  If yes 

Low

 

 


Internal Process


We need reports generated to review the player’s account.


  1. Multiple deposits made in the same account with different cards – No in game activity for the last 24hrs to several days.

  2. Withdrawal request - Track customer accounts having different payment methods to add cash and requesting withdrawal to a different source.

  3. Temporarily block the customer account with activity where there are multiple cards and deposit made with in 24hrs – We can Proactively email the user account requesting for additional information to verify – in most cases, the players will contact the support center when they cannot login to their account.S

  4. Block the IP address – If we see many new accounts created from the same IP address. G

    1. Validate if these are genuine players based on the above table

    2. Check the activity/In game transactions log.

    3. Check payment portal to see if there is a fraudulent activity from specific bank or IP address.

    4. Block the Player’s account - add a note in Admin to escalate when the players contact our customer service team.

  5. Chargeback – We should constantly review the chargebacks on bank accounts and a task ticket should be created to review the accounts associated with the transaction ID. This is extremely important to identify if there are fraudulent activity. Most of the players can add cash and withdraw to their bank account. Chargebacks are filed when the card holder is unaware of the transaction/charge made with specific merchant.  

    1. Temporarily block the account so that the amount added to the account is not withdrawn or used to play

    2. We can proactively reach the players with the email created with our app – Requesting for the reason for chargeback. If the account is temporarily blocked, the players will reach the customer support team.

    3. We can offer suggestions or resolve the issue they have with the gaming app.


Withdrawal Process – Leaders & Supervisor tasks.


  1. Login to Backoffice tool: https://backoffice.playsqor.com/transaction

  2. Tap on Withdrawals

  3. Locate account with “Requested” status

  4. Open the player’s account by tapping on the account name

  5. Tap on Transactions and review the Cash Transactions activity


  • The CS team will review the player’s withdrawal request and justify whether it is a legit/not-legit withdrawal

  • Legit withdrawal - If a player makes the deposit and requests fund withdrawal by participating in the game

  • Non-legit withdrawal - There is no record of any deposit or any participation in the game and request for a fund withdrawal


If Legit request, follow the below:  





Generate csv data

Account Name

Email

Company

Amount

Withdrawal Mode

Account No

Name

Routing No

Type

Requested date



  • Once these details are collected, the CS team will update the withdrawal status to “Processed”

  • The CS team will send the proactive email to the customer that includes the amount processed, the withdrawal method, and the estimated time/day for the fund to be credited into the player's account

  • Then, the CS team notifies Alan/Dan to process the credit to the user


If not Legit, follow the below:

Flag the issue on the client's slack

Follow the clients' guidelines