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Withdrawal marked Success in BO, but player claims funds not received

Summary​

A player reports that a withdrawal has not arrived, but the transaction status in BO is Success.

Triage​

Check the transaction status in BO for the user.

  • BO status is Success — proceed to Fix.
  • BO status is not final / shows an error — this case is covered by the "Transaction in an intermediate status" runbook instead.

Fix​

  1. Check the status in Krionyx. In Krionyx, press the Check Status button on the transaction to pull the current status from Krionyx.

  2. Contact the payment system. Write to the payment provider to clarify the transaction status and find out where the funds are (e.g. sent, in transit, rejected by the receiving bank).

  3. Request proof from the player. Ask the player to provide a bank statement confirming that the funds were not received. This is required before escalating to L2.

  4. Once you have:

    • the Krionyx status/response, and
    • the player's bank statement

    attach both to the ticket when escalating.

Escalate​

Open an L2 Slack ticket once the Krionyx status has been checked, the payment system has responded (or a reasonable time has passed with no response), and the player's bank statement has been collected. Include User ID, GEO, External ID / TX ID, Krionyx status/response, and the player's bank statement.

Do not escalate before the bank statement has been requested — cases without proof of non-receipt should not be sent to L2.