Question 1

What is our commitment on Responsible Gaming?

Accepted Answer

We promote gambling as an enjoyable leisure activity and we believe that gambling can only remain this way if you stay in control and gamble responsibly.

Answer

We promote gambling with individuals as a leisure activity and closely monitor every single transaction on their account to make sure that they are spending money with us.

Answer

We promote gambling as a fun activity and we believe that gambling is fun and it is down to the individual to keep themselves safe.

Answer

We promote gambling to make money and we don't take into account the livelihood of individuals.

Question 2

How does an NJ individual return from an SE?

Accepted Answer

To reopen their account they must visit the DGE in person or submit a request online.

Answer

Contact us live and their contact can be transferred to RG discuss this with live.

Answer

Call back details must be obtained and the customer would need to proceed via the telephone.

Question 3

What DL time frames are available to customers in KY?

Accepted Answer

Daily, Weekly and Monthly

Answer

Weekly, Monthly and Yearly

Answer

Daily, Fortnightly and Monthly

Question 4

When does a monthly DL reset?

Accepted Answer

Monthly limits reset at 23:59:59 on the last day of the month

Answer

Monthly limits reset when the customer contacts us since we need to refer this to RG for them to reset the DL

Answer

Monthly limits reset on the 28th of each month

Answer

Monthly limits reset at 00:01:00 on the first day of the month

Question 5

Where in Account Manager can you check if an indefinite Self Exclusion has elapsed?

Accepted Answer

Member > Member Status > Activation Status > Self-Exclude Period

Answer

Member > Responsible Gambling s > Activation Status > Self-Exclude Period

Answer

Member > Responsible Gambling > My Activity > My Activity Sports

Question 6

What should you do if a customer requests to Self-Exclude, Opt Out or is looking to close due to a gambling problem?

Accepted Answer

Raise to a Sup

Answer

Raise to a TL

Answer

Raise to a RG advisors

Answer

Give them Gambling help line details

Question 7

If an account is RG Suspended and there are notes stating, "RGI - Links to Username. Customer to confirm full sec, sole access and explain reason for shared email address. REFER TO SUP" – what process do you follow?

Accepted Answer

RG Sole Access

Answer

Potentially Compromised

Answer

Sole Access

Answer

Disputed Opening

Question 8

How can customers apply a Time Out?

Accepted Answer

Account Menu > Gaming Controls > Time-Out

Answer

Account Menu > Gaming Controls > RG Tools > Time-Out

Answer

Account Menu > Gambling Controls> Time-Out

Question 9

Which of the following is not a Player Protection Measure?

Accepted Answer

Max free bet being $5

Answer

Bet Referrals are disallowed.

Answer

The customer will not receive any loyalty or reactivation bonuses*.

Answer

It is mandatory for the customer to have a deposit limit set.

Question 10

What would you do with a threat to harm?

Accepted Answer

Raise to a Sup immediately, RG suspend

Answer

Raise to RGS immediately, RG permanent self-exclude the customer.

Answer

Raise to a TL immediately, Self-exclude the account

Answer

Raise to a Sup immediately, SNL the account

Question 11

Who is able to complete a Supervisor Sole Access Call-back?

Accepted Answer

RG trained advisor's and above

Answer

Answer

Supervisor's

Question 12

A customer contacts as their account is SNL due to FRM review. They currently have $300 in their account and have said they need the money to pay bills. Please advise how you would proceed?

Accepted Answer

Raise to RGS

Answer

Raise to an RG SUP directly via Teams

Answer

Advise the customer of RG Tools they should find alone

Answer

Raise to a TL for visibility

Question 13

A customers account is RG Suspended – Auto. What does this mean and how would you proceed?

Accepted Answer

They answer YES to one or more of the questions on the RG Questionnaire and they must speak with RG to proceed

Answer

They made a comment on customer365 and this automatically suspended their account

Answer

They answer YES to two or more of the questions on the RG Questionnaire and they must speak with RG to proceed

Answer

They answer NO to one or more of the questions on the RG Questionnaire and they must speak with RG to proceed

Question 14

A customer contacts as they are unable to login. You review the Status in Account Manager and see it is Suspended – DL Breach. There are no notes on the account. How would you proceed?

Accepted Answer

Review the customers DL's so see which limit they exceeded > Check there is a withdrawable method > Raise to RG

Answer

Review the customers RG Summary > Withdraw the exceeded amount for the customer > Raise to TL for visibility

Answer

Advise the customer they have breached T&C's and their account will be closed once their funds have been withdrawn following a MGMT decision

Answer

Advised the customer that their account is under review

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