AGENDA
Casino
DFS
Sportsbook
STATES
ReSOURCES
training agenda
Launching dates
Popular acronyms
Timezones Tools
Accounts we can NOT work on
Useful Queries
Day 1 CX Team customer Profile
Where is DK legal?
Day 2 CX Team Mission & Values
Zendesk Escalations
Day 3 SB Verification
General SB Information
Day 4 Restrictions
Day 5 Query Runner GeoComply
DFS Games
useful links for the player
Day 6 & 7 DFS / SB Depostis & Withdrawals
Day 8 Game Integrity & Ethics (GIE)
Day 9 & 10 Crafting responses & Promos
flow charts
Monetary transactions GeoLocation DFS Sportsbook Casino MarketPlace Other Links
DFS Verification
SB/CAS Verification
Main tools
Ontario Verification
Help Center CX (Internal Knowledge Base)
Restrictions
Help Center (Public)
GeoComply
UserHub
Timeline
NY Jan 8th, 2022OR Jan 18th, 2022 LA Jan 28th, 2022 ON (CA) May 18th, 2022 KS Sep 1st, 2022 MD Nov 23rd, 2022
MI Jan 22nd, 2021VA Jan 24th, 2021 WY Sep 1st, 2021 AZ Sep 9th, 2021 CT Oct 19th, 2021
IL* Jun 28th, 2019WV* Aug 28th, 2019 IN* Sep 1st, 2019 PA* Nov 4th, 2019 NH Dec 30th, 2019
IA Feb 19th, 2020CO May 1st, 2020 TN Nov 1st, 2020
NJ* August 2018Work without PII
OH* Jan 1st, 2023MA Pending launch
2023
2020
2019
2021
2018
2022
- CX DFS DO WORK ON:
- Wrong wallet
- RG
- Closed account WD.
- CX DFS DO NOT WORK ON:
- Restrictions
- Product specific inquiries
- Closed account requests
- Anything that needs to be escalated to DFS approvals.
- Withdrawals
- Deposits
- Taxes
- Deposit or WD says DFS.
- Verifications
- Promotions / Contest or Line-ups concerns
- General questions (WD and deposits)
- Email and phone number changes
- Verifications
- CX CASINO DO NOT WORK ON:
- Promotions / Anything Casino Specific (gameplay issues, round challenges, game-related restrictions)
We can NOT work on
Can Only answer non PII questions
NJ - New Jersey
PA - PennsylvaniaIL - Illinois IN - Indiana WV - West Virginia
Can work but should NOT change DOB
CT - Connecticut
VIP 3 Gold VIP 3 Diamond
VIP 3 Onyx
Already hosted
WA
ME
MT
ND
VT
NH
OR
MI
MA
NY
MN
ID
RI
WI
CT
SD
WY
NJ
PA
IA
NV
DE
MD
NE
OH
IN
UT
IL
WV
VA
CO
CA
MO
KY
KS
NC
TN
AZ
OK
SC
AR
NM
GA
AL
MS
TX
LA
FL
AK
HI
POPULAR ACRONYMS
ACH - Automated Clearing House Online Banking)AML - Anti Money Laundering ATO - Account Takeover AVS - Address Verification Service BBB - Best Business Bureau BOID - Bonus Offer ID BOT - Bonus Offer Tool BS - Bank Statement CAS/CS - Casino CB - Chargeback CC - Credit Card CDT - Customer Discovery Team CIF - Closed/Closing In Favor CX - Customer Experience CPT - Captain (DFS style of contest) DFS - Daily Fantasy Sports DK - DraftKings DLI - Deposit Limit Increase DOB - Date Of Birth DUPE - Duplicate Unique Person EF - Entry Fees FAQ - Frequently Asked Questions FIU - Fraud Investigations Unit FB - Free Bet FC - Free Credit
FTD - First Time Depositor/First Time DepositFX - Foxwoods (Tribal lands in CT) GC - GeoComply GIE - Game Integrity Ethics GOF - Goddess Of Fortune (Casino Game) GPP - Guaranteed Prize Pool (Guaranteed contest) H2H - Head to Head (Contest) ID - Identification JL - Jurisdictional Licensing KBA - Knowledge Base Authentication KYC - Know Your Customer/Client LDP - Low Deposit Playthrough LN - Lexis Nexis MA - Multiple Accounts / Multi Accounting ME - Multi Entry MF - Multi Funding ML - Money Line (bet) O/U - Over/Under (bet) OCT - Online Card/Credit Transaction OFAC - Office of Foreign Assets Control OSB - Ontario Sportsbook PII - Personal Identifiable Information PCI - Payment Card Information PDE - Player Development Executive (Host for VIPs) PGI - Protected Gaming Information
PSL - Proper Service LevelPOR - Proof of Residence PP - PayPal PPT - Player Protection Team PWMB - Pay With My Bank RAF - Refer A Friend RND - Registered Non-Depositor RG - Responsible Gaming RNG - Random Number Generator SAR - Suspicious Activity Review/Report SBK/SB - Sportsbook SCID - Self-Certified ID SE - Self-Exclusion / Self-Excluded SGP - Same Game Parlay SJ - Steve Jones SPM - Shared Payment Method SSN - Social Security Number TAT - Turn Around Time UH - UserHub UID - User Identification/User ID UUID - Universally Unique Identifier WATL - Washington Tulalip (Tribal land) WD/WDR - Withdrawal WL - Watch List ZD - Zendesk
Timezones for Common Tools
Query Tool
UTC
Pitboss
EST
GeoComply
EST
EST
Mjolnir
Set up by agent under their Zendesk profile
Zendesk
UserHub
Agent´s local time
USEFUL QUERIES
Promotions
3279 - Promo - 1st class opt-in in gaming (requires BOID) 1588 - Promo - BOID Promo redemption confirmation 1625 - Promo - BOID user ID opt in checket (date range) 3358 - Promo - Opt ins player has made within time frame 1350 - Promo full opt in details 2312 - Promo opted-into time frame 3079 - Casino Deposit Bonus 4.8 - Check PTR Progress
Payments
2028 - Deposit failed attempts 1242 - Deposits 3645 - User Deposits 1285 - DFS-SB Deposit 1290 - Payment hash 2426 - Payment refunds processed 2196 - Withdrawal Address confirmation 2183 - Withdrawal requests 1247 - Withdrawal within time frame 1336 - Card refund location
1341 - VIP lifestyle evaluator (Win/Loss statements for SBK/CAS) 2168 - W9/W8 Upload log (tax document confirmation) 2670 - 1099 Estimated Figures (helpful for Fantasy players) 2656 - Electronic Tax Form Delivery
Tax Season
Others
3248 - Account search via Phone number 3441 - Check PTR Progress 1310 - Duplicate Unique Person Flag 2027 - FedEx Tracking number 2598 - Free Credit History (all rewards received and currency) 1643 - Geolocation with Date Range 2542 - Casino Rollover bonus 3280 - Missions (for all verticals)
1422 - Password Reset 1346 - Pools questions 3331 - Recent Promotional Push notifications and emails 1258 - User search (helpful on "deleted" accounts with state info 3676 - Wager details 3027 - WG Checker (If a player says is limited while placing bets 1291 - Multi Account finder by name
Don't forget escalations are made after you've investigated, player sent documents (when applicable) and/or you need approvals
ZD escalations
DFS Approvals / Gaming Approvals
GeoComply Appeal
- When player has been blocked by GeoComply
- >$100 credit approvals
- Email and phone number changes
- Supervisor requests
- Deleted and recover account flags
- Dormant and closed accounts reopening (with RG clearance)
Most common ones
DK-Next of Kin
Restrictions
- When you have a request from a family member to claim an account balance of someone that has passed
- Fraud flags without notes
- Fraud flags that don´t mention "CX can resolve"
Verification
- Gaming Verification ( US only)
DK CB
Summit
- Chargeback or PayPal disputes
Deposit
DK RG
CDT
Withdrawals
- Responsible Gaming situations
- Before reopening accounts with this flag to get clearance
- For passing on VIP players or alerting something to VIP team
- Withdrawals situations and merchant codes
Return
Return
Return
Return
Return
DK Agenda
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Transcript
AGENDA
Casino
DFS
Sportsbook
STATES
ReSOURCES
training agenda
Launching dates
Popular acronyms
Timezones Tools
Accounts we can NOT work on
Useful Queries
Day 1 CX Team customer Profile
Where is DK legal?
Day 2 CX Team Mission & Values
Zendesk Escalations
Day 3 SB Verification
General SB Information
Day 4 Restrictions
Day 5 Query Runner GeoComply
DFS Games
useful links for the player
Day 6 & 7 DFS / SB Depostis & Withdrawals
Day 8 Game Integrity & Ethics (GIE)
Day 9 & 10 Crafting responses & Promos
flow charts
Monetary transactions GeoLocation DFS Sportsbook Casino MarketPlace Other Links
DFS Verification
SB/CAS Verification
Main tools
Ontario Verification
Help Center CX (Internal Knowledge Base)
Restrictions
Help Center (Public)
GeoComply
UserHub
Timeline
NY Jan 8th, 2022OR Jan 18th, 2022 LA Jan 28th, 2022 ON (CA) May 18th, 2022 KS Sep 1st, 2022 MD Nov 23rd, 2022
MI Jan 22nd, 2021VA Jan 24th, 2021 WY Sep 1st, 2021 AZ Sep 9th, 2021 CT Oct 19th, 2021
IL* Jun 28th, 2019WV* Aug 28th, 2019 IN* Sep 1st, 2019 PA* Nov 4th, 2019 NH Dec 30th, 2019
IA Feb 19th, 2020CO May 1st, 2020 TN Nov 1st, 2020
NJ* August 2018Work without PII
OH* Jan 1st, 2023MA Pending launch
2023
2020
2019
2021
2018
2022
We can NOT work on
Can Only answer non PII questions
NJ - New Jersey
PA - PennsylvaniaIL - Illinois IN - Indiana WV - West Virginia
Can work but should NOT change DOB
CT - Connecticut
VIP 3 Gold VIP 3 Diamond VIP 3 Onyx Already hosted
WA
ME
MT
ND
VT
NH
OR
MI
MA
NY
MN
ID
RI
WI
CT
SD
WY
NJ
PA
IA
NV
DE
MD
NE
OH
IN
UT
IL
WV
VA
CO
CA
MO
KY
KS
NC
TN
AZ
OK
SC
AR
NM
GA
AL
MS
TX
LA
FL
AK
HI
POPULAR ACRONYMS
ACH - Automated Clearing House Online Banking)AML - Anti Money Laundering ATO - Account Takeover AVS - Address Verification Service BBB - Best Business Bureau BOID - Bonus Offer ID BOT - Bonus Offer Tool BS - Bank Statement CAS/CS - Casino CB - Chargeback CC - Credit Card CDT - Customer Discovery Team CIF - Closed/Closing In Favor CX - Customer Experience CPT - Captain (DFS style of contest) DFS - Daily Fantasy Sports DK - DraftKings DLI - Deposit Limit Increase DOB - Date Of Birth DUPE - Duplicate Unique Person EF - Entry Fees FAQ - Frequently Asked Questions FIU - Fraud Investigations Unit FB - Free Bet FC - Free Credit
FTD - First Time Depositor/First Time DepositFX - Foxwoods (Tribal lands in CT) GC - GeoComply GIE - Game Integrity Ethics GOF - Goddess Of Fortune (Casino Game) GPP - Guaranteed Prize Pool (Guaranteed contest) H2H - Head to Head (Contest) ID - Identification JL - Jurisdictional Licensing KBA - Knowledge Base Authentication KYC - Know Your Customer/Client LDP - Low Deposit Playthrough LN - Lexis Nexis MA - Multiple Accounts / Multi Accounting ME - Multi Entry MF - Multi Funding ML - Money Line (bet) O/U - Over/Under (bet) OCT - Online Card/Credit Transaction OFAC - Office of Foreign Assets Control OSB - Ontario Sportsbook PII - Personal Identifiable Information PCI - Payment Card Information PDE - Player Development Executive (Host for VIPs) PGI - Protected Gaming Information
PSL - Proper Service LevelPOR - Proof of Residence PP - PayPal PPT - Player Protection Team PWMB - Pay With My Bank RAF - Refer A Friend RND - Registered Non-Depositor RG - Responsible Gaming RNG - Random Number Generator SAR - Suspicious Activity Review/Report SBK/SB - Sportsbook SCID - Self-Certified ID SE - Self-Exclusion / Self-Excluded SGP - Same Game Parlay SJ - Steve Jones SPM - Shared Payment Method SSN - Social Security Number TAT - Turn Around Time UH - UserHub UID - User Identification/User ID UUID - Universally Unique Identifier WATL - Washington Tulalip (Tribal land) WD/WDR - Withdrawal WL - Watch List ZD - Zendesk
Timezones for Common Tools
Query Tool
UTC
Pitboss
EST
GeoComply
EST
EST
Mjolnir
Set up by agent under their Zendesk profile
Zendesk
UserHub
Agent´s local time
USEFUL QUERIES
Promotions
3279 - Promo - 1st class opt-in in gaming (requires BOID) 1588 - Promo - BOID Promo redemption confirmation 1625 - Promo - BOID user ID opt in checket (date range) 3358 - Promo - Opt ins player has made within time frame 1350 - Promo full opt in details 2312 - Promo opted-into time frame 3079 - Casino Deposit Bonus 4.8 - Check PTR Progress
Payments
2028 - Deposit failed attempts 1242 - Deposits 3645 - User Deposits 1285 - DFS-SB Deposit 1290 - Payment hash 2426 - Payment refunds processed 2196 - Withdrawal Address confirmation 2183 - Withdrawal requests 1247 - Withdrawal within time frame 1336 - Card refund location
1341 - VIP lifestyle evaluator (Win/Loss statements for SBK/CAS) 2168 - W9/W8 Upload log (tax document confirmation) 2670 - 1099 Estimated Figures (helpful for Fantasy players) 2656 - Electronic Tax Form Delivery
Tax Season
Others
3248 - Account search via Phone number 3441 - Check PTR Progress 1310 - Duplicate Unique Person Flag 2027 - FedEx Tracking number 2598 - Free Credit History (all rewards received and currency) 1643 - Geolocation with Date Range 2542 - Casino Rollover bonus 3280 - Missions (for all verticals)
1422 - Password Reset 1346 - Pools questions 3331 - Recent Promotional Push notifications and emails 1258 - User search (helpful on "deleted" accounts with state info 3676 - Wager details 3027 - WG Checker (If a player says is limited while placing bets 1291 - Multi Account finder by name
Don't forget escalations are made after you've investigated, player sent documents (when applicable) and/or you need approvals
ZD escalations
DFS Approvals / Gaming Approvals
GeoComply Appeal
Most common ones
DK-Next of Kin
Restrictions
Verification
DK CB
Summit
Deposit
DK RG
CDT
Withdrawals
Return
Return
Return
Return
Return