SOP's

Question 1

1. 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 1

c. C (Denied)

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

Question 2

2. 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 2

b. Account Closures

https://confluence.itspty.com/display/PSKB/Account+Verification+Process

Question 3

3. 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 3

d. All of the above

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

Question 4

4. 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 4

d. A & C are correct

https://confluence.itspty.com/display/PSKB/SOP%3A+Handling+Excessive+Contacts

Question 5

5. What is the time frame for overcharge fee claims?
   a. 15 Days
   b. 90 Days
   c. 30 Days
   d. None of the above

Answer 5

c. 30 Days

https://confluence.itspty.com/display/PSKB/How+To+Add+Overcharged+Fees

Question 6

6. Credit casino claims under __ immediately unless OPCRM states otherwise.
   a. $25
   b. $50
   c. $100
   d. $75

Answer 6

b. $50

https://confluence.itspty.com/display/PSKB/How+to+Review+a+Casino+Claim

Question 7

7. Which of the following queries is a reason to transfer to Fraud (Financial Services)?
   a. Request to update email or phone number.
   b. Wager queries
   c. Delay with deposit instructions.
   d. Non-Posted Bitcoin.

Answer 7

a. Request to update email or phone number.

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