HARD Flashcards
Account Reviews (25 cards)
B4626863 provided round ID 64065435. She bet $10 on a Live Casino Baccarat game on 06/03/25. She won and claims she was paid $19.50 instead of $20. Review and advise the player.
Freshdeck. There were no errors/issues found during this round. Winnings of $19.50 were correctly credited on this round, as the player bet on banker – winning bets on the banker pay 1:1 minus a 5% commission to the House, as per our rules: https://help.betonline.ag/en/articles/185225-baccarat
SB1195830 contacted about wager 860491651, complaining that it showed a loss. Please review the ticket and advise the player of the outcome of the bet and the winnings calculation.
The Horse #1 Placed, so the player was credited $9.50 as a partial risk refund; no other funds are due.
Horse #1 paid $3.80 for every $2, therefore: 3.8/2= 1.9, 1.9*5(risk)= $9.50 winnings; since the winnings were lower than the risked amount ($15) the wager will show as a loss.
SS44717 is requesting a refund, claiming the game crashed during Free Spins in Salsa Poppers, which has a red circle-like logo, on 24/03/25 at 6:05 PM EST. Please review, confirm the game session, and advise.
After review, the game crashed on game session ID 1544958249, however, the player was able to resume gameplay on game session ID 1544999834, and winnings were credited for $26.97; no funds are due.
https://cm.nucleusgaming.com/reports/playerSingleGameInfoDetail/complete?bankId=42&accountId=1088744410&accountName=SS44717&dateFrom=2025-03-21T00:00:00.000&dateTo=2025-03-28T23:59:59.999&playerMode=0&gameId=30383&gameTitle=Salsa%20Poppers
B4626863 contacted on 06/03/25, as she went all in on a Poker Tournament in hand #1451962917, claiming she had the highest card on the table, however, she did not win the hand and wants an explanation. Please review and advise.
The player with the best hand wins. Upon review, the cards on board were [3♥ 4♥ 7♣ 2♠ J♠]
LizzyBetty9: shows [A♠ 6♣] (High card, A)
Adjustar1929: shows [A♣ 5♥] (Straight, 5-A)
In this case, Adjustar1929 won with a Straight.
W300122 contacted on March 7th, stating that he has been playing many rounds of Platinum Chip Roulette and Double Up Blackjack, however, the rollover hasn’t moved. Please review and explain to the player.
Certain games contribute different percentages to the rollover requirements. Live Casino and all games with progressive jackpots are excluded from active bonus play. https://www.wildcasino.ag/promotions/bonus-contribution
B4626863 was playing Live Casino Blackjack on March 6th, around 11:45 pm EST, and wants to know why she did not get her bet amount back in round ID J2163052315 if she and the dealer had the same total.
Both player and dealer had 22. The objective is to get the highest numeric value hand possible without going over 21. All hands over 21 are said to have ‘busted’ and automatically lose.
Blackjack rules on website.
https://www.casinobackoffice.com/cgi-bin/WebObjects/Tico.woa/wo/7.0.8.1.DefaultContainer.7.7.0.1.TIHorizontalTableView.1.1.1.0.8.14.1.0.10.0.0
B4626863 claims she purchased free spins on a slot game called Solar Spins on March 16th, however, was kicked out of the game and now wants a refund. Please review and advise.
On Nucleus, we can see that the game was not finished so the player needs to access the same game for the spins to continue.
https://cm.nucleusgaming.com/reports/playerSingleGameInfoDetail/complete?bankId=38&accountId=1196393589&accountName=B4626863&dateFrom=2025-03-16T00:00:00.000&dateTo=2025-03-16T23:59:59.999&playerMode=0&gameId=30447&gameTitle=Solar%20Spins
B4626863 claims that the last monthly cash boost she received was in August last year, even though the website says she should get weekly and monthly cash boosts. Please review the account to assist her.
Explain to the player that weekly and Monthly cash boosts take into account several criteria, such as VIP rank and wagered amount for the previous week/month. Also, their profit values for the week/month, the games they’re playing and the other rewards received for the period are factored in as well.
https://confluence.itspty.com/display/PSKB/Positive+Scripts#PositiveScripts-VIPRewardsProgram
A player is new to horse racing and has placed the following bet:
Kenilworth - Race #6 $ 5 Pick 3 (3 / 5 / 2)
Please explain the bet to the player so he knows what’s required for it to be a win.
The player placed a $5 bet on race #6, #7 & #8 at Kenilworth Track. The pick 3 bet placed means that the horses he selected needs to win in 3 consecutive races starting from race #6:
Horse #3 to win race #6
Horse #5 to win race #7
Horse #2 to win race #8.
A new player has just started playing poker and claims his screen is saying “check-raise”. He doesn’t know what that means and contacted you for support. Please advise the player.
Explain to the player that there are different actions he can take on his turn. If it says “check-raise” it refers to the action of checking and then raising thereafter. This doesn’t mean he needs to do that but it’s an action he can take.
https://help.betonline.ag/en/articles/185250-poker-terminology
A player is having issues making a CC deposit. You check DF and see “CC Review”. Explain the steps you’ll take to assist the player.
Ask the player to try another card or deposit method. Check DF for the card type. If prepaid, it may lack funds or not be international. Check Mattermost FS Group for help.
https://confluence.itspty.com/pages/viewpage.action?pageId=88614498
A player asks for assistance with placing multiple parlays and wants to know if there’s an easy way to place them at once. What would you suggest to the player?
Inform player that a round robin is a simple way to place multiple parlays at once. When a player placeS a round robin wager, he’s placing individual wagers on every possible parlay combination within the selected wagers. See if player would like to place a round robin instead. https://confluence.itspty.com/display/PSKB/Round+Robins
https://help.betonline.ag/en/articles/185198-bet-types
B4626863 was playing Caishen God of Fortune on March 13th. She claims she won a feature during round ID 49992911313 but the free spins came to an end even though she should’ve received another respin. Please review & further advise.
Betsoft. Upon review, we can see that the player won a hold & win feature. Each time the player gets a gold coin, it will reset the respin trigger to 3. In this round, the player’s last 3 spins did not get any additional gold coins so the feature ended and no funds or spins are due.
A player wants to know why his horse bet was graded as a loss. Race took place on 16/03/25. Please review and explain to the player.
Kenilworth - Race #6 $ 10 Trifecta (3 / 4 / 2)
The player bet $10 on race #6 at Kenilworth Racetrack. His bet was on horses #3 to win, #4 to place and #2 to show in a Trifecta bet meaning all 3 horses has to finish in the predicted order. The outcome of the race was horses #3 won, #1 placed and #4 showed resulting in his bet being a loss.
https://www.betonline.ag/horse-betting
B4626863 would like to know why 853338173 was graded as a loss, wager description below. Please review and explain to the player.
Desktop - BASKETBALL - 644 Florida -245 for GAME
Desktop - BASKETBALL - 647 Wisconsin -170 for GAME
Player placed a $5 parlay bet on Florida & Wisconsin to win in 2 Basketball games. Florida won Tennessee with score 86-77 however Wisconsin lost against Michigan with score 59-53. In a parlay bet, all selections must be correct – one loss and your parlay loses.
https://www.ncaa.com/scoreboard/basketball-men/d1/2025/03/16/all-conf
Website: All about parlays
A new player contacted and has a question about our Roulette board. He noticed that he can place his chip between “13” & “2nd 12”, and wants to know what this type of bet means and covers.
If a player places his chip at the end of any row of numbers. it covers the three numbers in that row. Placing his chip at the end of that row will cover “13”, “14”& “15”. This is also known as a Street Bet.
https://demo.luckystreaklive.com/lobby/gamerules/?language=en-us
B2834785 is asking for assistance to make a CC deposit. Please review and advise player with the following steps and explanations required.
Let the player know their password needs to be reset; explanation: ”Regular password updates are essential to protect and maintain the security of your account. This is a standard security practice.” as per recent comms regarding impacted ATO accounts over the last months.
https://confluence.itspty.com/display/PSKB/Forced+PW+Reset+HRPM
W2579787 contacted on March 5th, claiming that $280 went missing from her balance while she was playing Bigger Cash Win in the Casino. Please review and advise.
The player was using a bonus (Bonus Wallet ID 2099816), a $10 Free Chip the player received. It came with a 10 x RO resulting in $280 of the winnings being confiscated and leaving her with the remaining $100 Max Release Amount.
https://confluence.itspty.com/display/PSKB/Free+chips+bonus+allocation+2025-03-05
B4202674 used promo code STPATRICKS and they are looking for their bonus. Please review and assist.
Promotion code was for a poker freeroll ticket which was added on March 16th and utilized on March 16th by the player.
https://confluence.itspty.com/display/PSKB/Poker+Midweek+St+Patrick%27s+Newsletter+Campaign+WK11
Account review on SM.
Review the horse wager description below and explain the payout and results. Race took place on 24/03/25.
Will Rogers Downs - Race #5 $ 3 Straight (2: X/1/X , 3: 1/X/X , 4: X/X/1)
Bet placed on Track Will Rogers Downs - Race #5; the player risked $1 on horse #2 to Place, $1 on horse #3 to Win, and $1 on horse #4 to Show.
Payoffs are based on a $2 wager; in this case, Horse #2 won his Place payoff was $8, so $8 divided between $2 = $4 * $1 bet = $4 total winnings.
SB1318898 is trying to make a deposit with his credit/debit cards with no success. Review the account and advise the player.
The customer is from Russia and the country is restricted for credit/debit card deposits, offer alt methods to deposit.
https://confluence.itspty.com/display/PSKB/Restricted+Countries+for+CC+Deposits
Player made a $75 deposit using the SS100 promo code, and wants you to explain how the rollover is calculated and to share the link to this promotions T&Cs.
The SS100 is a 100% bonus promo code, with 40x rollover.
So, 75 + 75 = 150. 150 times 40 (rollover) = 6000.
https://www.superslots.ag/promotions/dollar6000-welcome-bonus
A player contacts stating his blackjack hand should’ve been a push, as he had a 6♦, 6♠ and 9♥ (21), and the dealer had an A♣ and a K♥ (21). How can we assist the player?
In blackjack, a 21 (three cards or more totaling 21) will lose to a blackjack (a combination of an Ace and a 10, J, Q, or K). When this occurs, some players might believe their bet was a push. In this case, we can add the risk back as a one-time exception while educating the player for future cases.
Fill in the blanks based on the wager description below:
Australia A - Race #3 $ 6 Straight (3: 2/2/2)
This player wagered on track Australia A and race #3. For the wager to be a win, horse #3 needed to Win, Place, and Show.
https://confluence.itspty.com/display/PSKB/Racebook
