🔹 How to know if funds are stuck?
1. Go to Report > Transfer under the player’s username.
2. Find a First Fail transaction → change status from Fail to Pending.
3. Once set to Pending, funds return automatically after maintenance.
4. If funds are confirmed stuck, copy the username + screenshot and submit via Google Form or send in MCW CS - PHP | MYR group (format: Username | Stuck Funds).
🔹 Important Notes:
5. If there are NO Pending transfers, it means the transfer went through and funds are in the game provider’s wallet.
• Reply to the player using the predefined message:
“Stuck Funds Due to Maintenance.”
6. If there are NO Stuck Funds and NO Balance, check the Adjustment tab to see if Risk & Fraud has already refunded the funds.
🔹 HANDLING ADJUSTMENTS & FINAL CHECK
1. If you see a recent Adjustment, reply to the player’s email using the predefined message:
Fraud Forfeit Winnings.
2. If there are NO Pending Transfers, NO Stuck Funds, and NO Adjustments, it means the player lost.
3. Confirm by checking the Cash Flow:
• The total money the player Transferred to the games should match the total Win/Loss from Today’s Bet or Bet History.
4. Sample: Player Transferred MYR 152.21 to the game.
🔹 FINAL CONFIRMATION
But lost all of it as seen in the Bet History.
🔹 Once this is completed
Just reply to the email using the predefined message:
Stuck Funds Reversed.
You can check more details here:
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