🔹 Bet Disputes – Procedure
When a player disputes a bet, they usually claim that money is missing or that they won but the prize was not credited to their account.
👉 In 99% of cases, the issue comes from the player not fully understanding the game rules.
🔹 Case 1: Wrong Settlement
❓ Ask the player how much they believe is missing.
📊 Check in BO > Report > Bet.
🖼️ Request a screenshot of the betting history from the game itself.
📖 Compare the bet details against the official game rules.
🗣️ Explain to the player why their bet lost.
➡️ If you cannot find the explanation in the rules, escalate to the group and inform the player they will be updated by phone or email once the result is confirmed.
🔹 Case 2: Winnings Not Credited
❓ Ask the player what game they played and how much they won.
📊 Check in BO > Report > Bet.
🖼️ Request a screenshot of the winnings (if possible) and the betting history from the game itself.
📖 Verify the bet details against the official game rules.
🗣️ Advise the player to check their Betting Records.
🔍 If the case involves a Bonus Round, check all related bets.
📌 Note: Bonus round bets may show as “0” — count all “0” bets and explain this to the player.
You can check more details here:
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