Stop casino and sportsbook replies that break your reply policy

Fields

• Channel (email, web chat, chat app, SMS)
• The conversation so far, oldest message first
• The reply the agent is about to send

Questions

1. What should happen to this draft before it is sent? Choice

   Judge the draft against the reply policy as a whole, as stated in the other questions: no promised payout date, no bonus or concession handed out, nothing that encourages play, self-exclusion and closure actioned, no documents or secrets by email or chat, no other customer details, no fault accepted.

   • Send as is The draft breaks no rule and has no other problem worth stopping for.
   • Minor edit The draft breaks no rule but has a wording or completeness problem the agent can fix alone.
   • Team leader approval The draft offers a concession or makes a commitment that only a team leader may approve, and breaks no other rule.
   • Do not send The draft breaks a rule outright, encourages play, discourages a customer from stopping, or exposes data.

2. Does the draft promise when a withdrawal will be approved or arrive, beyond the published timescales? Yes / No

   Our rule: agents may quote only the published timescales (review within 24 hours, then 1 to 3 working days for cards and banks, up to 24 hours for e-wallets). They may not promise a specific day, time or guaranteed arrival for a particular withdrawal. Yes: The draft promises or guarantees when this withdrawal will be approved, paid or arrive, such as "tomorrow", "by Friday" or "guaranteed today". No: The draft gives only the published timescales, or no timescale.

3. Does the draft offer or award a bonus, free spins, free bet, cashback or other promotion? Yes / No

   Our rule: support agents never offer or award promotions, and never use them as compensation or to keep a customer playing. Explaining the terms of a bonus the customer already has is allowed. Yes: The draft offers, awards, credits or promises any bonus, free spins, free bet, cashback, deposit match or similar. No: The draft offers none, or only explains the terms of an existing bonus.

4. Does the draft encourage the customer to deposit, keep playing or reverse a withdrawal? Yes / No

   Our rule: support never encourages gambling. That includes suggesting a deposit, inviting the customer to play on or try a game, suggesting they reverse or cancel a withdrawal, or suggesting they can win back what they lost. Yes: The draft contains any such encouragement, however light. No: The draft contains none.

5. Does the draft suggest the customer is likely to win, or give betting or playing tips? Yes / No

   Yes: The draft says or implies that winning is likely, due or guaranteed, presents gambling as a way to make money, or advises how to bet or play. No: The draft does none of these.

6. If the customer asked to self-exclude, close the account for gambling reasons or take a break, does the draft action it? Choice

   Our rule: a request to self-exclude, to close the account because of gambling, or to take a break or set a limit is actioned straight away or the customer is told exactly how to do it now. Agents never ask the customer to reconsider, offer an alternative, delay it or mention promotions.

   • Actioned The draft confirms the request is done or tells the customer exactly how to do it now, with nothing that discourages it.
   • Delayed or discouraged The draft asks the customer to reconsider, offers something instead, puts it off, or does not deal with it.
   • Not requested The customer made no such request in the conversation.

7. Does the draft ask the customer to send identity or payment documents by email or chat? Yes / No

   Our rule: identity documents, proof of address, bank statements and card photos are uploaded in the account under Verification, never sent to support. Yes: The draft asks the customer to send any such document by email, chat or message, or to reply with it attached. No: The draft asks for no documents, or points the customer to the Verification upload.

8. Does the draft ask for or include a password, full card number, security code or one-time code? Yes / No

   Yes: The draft asks the customer to send a password, a full card number, a card security code or a one-time code, or contains one. No: It does neither. The last four digits of a card on their own are allowed.

9. Does the draft mention a name, account, amount or transaction that belongs to someone other than this customer? Yes / No

   Compare the details in the draft with the conversation. Count details that plainly belong to another customer, as in a reply pasted from another thread. The agent's own name and the company's details do not count. Yes: The draft contains another customer's details, or details that do not match this conversation. No: Every detail fits this customer, or there are none.

10. Does the draft accept fault, or approve a refund, voided bet or goodwill payment? Yes / No

    Our rule: agents may apologise for the customer's experience, but may not accept fault for the company, approve a refund of deposits, void or resettle a bet, or promise a goodwill payment. They may say a request has been passed to the team that decides. Bonuses and free spins are covered by their own question, not here. Yes: The draft accepts fault, or says a refund, void, resettlement or payment is approved or on its way. No: The draft does none of these; an apology or passing the request on is allowed.

Lens columns

send_decision, send_decision_probability, payout_date_promised, payout_date_promised_probability, bonus_offered, bonus_offered_probability, encourages_play, encourages_play_probability, winning_claims, winning_claims_probability, stop_request_handling, stop_request_handling_probability, documents_in_chat, documents_in_chat_probability, secrets_requested_or_shown, secrets_requested_or_shown_probability, other_customer_details, other_customer_details_probability, fault_or_refund_approved, fault_or_refund_approved_probability