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When an account is locked, the following procedures must be followed to ensure proper handling and compliance:
Verify the Reason for Locking
Accounts may be locked for various reasons, including:
Customer request
Mismatched or suspicious information
Identification as a government employee (which may be restricted)
Duplicate accounts
Underage account holders
Inclusion on the PAGCOR NDRP List
Process Exit Funds if Applicable
• If the account is to be closed, any remaining funds must be checked and adjusted accordingly before proceeding.
Lock the Account for Closure
• For accounts requiring closure, the Customer Service Representative (CSR) must first lock the account. Locking the account prevents any further activity while the closure is being finalized.
Double Check by the Next Shift
• The following shift is responsible for performing a thorough review of the locked account to confirm all procedures were properly followed before the account is permanently deactivated.
This multi-step process helps ensure accuracy, regulatory compliance, and security for both the customer and the company.
Step 1: Go to "My Players" under the Users tab. Use the search bar to locate the account, then click on the Player's Account to access it.
Step 2: Go to "My Players" under the Users tab. Use the search bar to locate the account, then click on the Player's Account to access it.
Step 3: When the Manage Status window appears, select "Locked" from the Player Status dropdown menu.
Step 4: Enter the reason for changing the player's status, then click "Save Changes."
Step 5: A confirmation message will appear stating: "Success! Player account status has been successfully updated."
You may verify this by reopening the Manage Status window, where a status history log will be visible.
Additionally, the player’s profile should now reflect the updated status as Locked.