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Date: Thu, 29 Aug 2013 13:30:33 +0530 (IST)
From: "E. Ganin" <ganin@lsmindia.com>
To: Ishan Kankarwal <ishan@lsmindia.com>, "Kim B. Protacio" <kim@lsmindia.com>, 
	"Sanjay K. Sharma" <sanjayk@lsmindia.com>, rahulkumar@lsmindia.com, 
	Rajiv Prabhakar <rajiv@lsmindia.com>, 
	Kachuirin Vashi <kachuirin@lsmindia.com>, 
	Gaurav Matpal <gaurav@lsmindia.com>, 
	Emelyn Dunan <emelyn@lsmindia.com>, 
	romesh singh <romesh@lsmindia.com>, 
	"Surya Prakash. Tiwari" <surya@lsmindia.com>, 
	M ramananda <ramananda@lsmindia.com>, 
	Esther Manabit <esther@lsmindia.com>
Cc: Deeksha Dadu <deeksha@lsmindia.com>
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Subject: PKR Chat Audit - LTK11153012070785X
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Hi Gaurav/Kachuirin, 

This player came to you both on chat chasing reply from security chasing his explanation. 

He came on chat via the chat button in the email he received which means there was something in the Subject of your chat - in which case you should check the Ticket tab to see for any correspondence on this ticket. 

In this ticket, security team asked for an explanation and both of you resolved the ticket (see attached) - that means security team would have never seen the reply from the player. 

You should have escalated the ticket to secInv for a swift investigation of this account. 

Hope this helps. 

info: Hello! My name is Kerry. How may I assist you today? 
info: Your Issue ID for this chat is LTK11153012070785X 
Krupnov Sergey: hi 
Kerry: Hello there 
Kerry: How may I help you? 
Krupnov Sergey: My acoount is blocked. I am waiting for the reply of the support for a week. Help please 
Kerry: May I ask your username please? 
Krupnov Sergey: SergfonKrup 
Kerry: Thanks 
Kerry: To be able to assist you, for security reasons, please confirm the following information: 
Kerry: 1. Your date of birth 
Kerry: 2. The first line of your home address 
Kerry: 3. The answer to the following question: 
Kerry: What was the name of your first school? 
Krupnov Sergey: 01 08 1985 
Krupnov Sergey: akademika grushina 2 10 105 
Krupnov Sergey: 17 
Kerry: Thanks for the details 
Kerry: One moment please while I look into your account. 
Kerry: I see you have replied to the question asked to you by our security team 
Krupnov Sergey: a week ago 
Kerry: I would suggest to please wait for the email from our security team there has been some delay so please wait and you will received for more details very soon 
Kerry: Sorry for the inconvenience caused due to this however you will received an email for further details very soon 
Krupnov Sergey: thank you for the help. goodbye 
Kerry: You are welcome. 
Kerry: Please feel free to fill out our feedback survey by clicking CLOSE at the top of the window. Enjoy the rest of the day. 
Kerry: Bye 



with regards, 
Ganin 


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<html><head><style type=3D'text/css'>p { margin: 0; }</style></head><body><=
div style=3D'font-family: Times New Roman; font-size: 12pt; color: #000000'=
><br>Hi Gaurav/Kachuirin,<br><br>This player came to you both on chat chasi=
ng reply from security chasing his explanation.<br><br>He came on chat via =
the chat button in the email he received which means there was something in=
 the Subject of your chat - in which case you should check the Ticket tab t=
o see for any correspondence on this ticket.<br><br>In this ticket, securit=
y team asked for an explanation and both of you resolved the ticket (see at=
tached) - that means security team would have never seen the reply from the=
 player.<br><br>You should have escalated the ticket to secInv for a swift =
investigation of this account.<br><br>Hope this helps.<br><br><font color=
=3D"#000066" face=3D"Verdana,Geneva,Arial" size=3D"2"><span style=3D"font-s=
ize:10pt;"><font color=3D"#000066" face=3D"Verdana,Geneva,Arial" size=3D"1"=
><span style=3D"font-size:8pt;"><font color=3D"green"><b>info:</b></font><f=
ont color=3D"green"> </font><font color=3D"black"><b>Hello! My name is Kerr=
y. How may I assist you today?</b></font><br>

<font color=3D"green"><b>info:</b></font><font color=3D"green"> Your Issue =
ID for this chat is LTK11153012070785X</font><br>

<font color=3D"blue"><b>Krupnov Sergey:</b></font><font color=3D"red"> hi</=
font><br>

<font color=3D"blue"><b>Kerry:</b></font> Hello there<br>

<font color=3D"blue"><b>Kerry:</b></font> How may I help you?<br>

<font color=3D"blue"><b>Krupnov Sergey:</b></font><font color=3D"red"> My a=
coount is blocked. I am waiting for the reply of the support for a week. He=
lp please</font><br>

<font color=3D"blue"><b>Kerry:</b></font> May I ask your username please?<b=
r>

<font color=3D"blue"><b>Krupnov Sergey:</b></font><font color=3D"red"> Serg=
fonKrup</font><br>

<font color=3D"blue"><b>Kerry:</b></font> Thanks <br>

<font color=3D"blue"><b>Kerry:</b></font> To be able to assist you, for sec=
urity reasons, please confirm the following information:<br>

<font color=3D"blue"><b>Kerry:</b></font> 1. Your date of birth <br>

<font color=3D"blue"><b>Kerry:</b></font> 2. The first line of your home ad=
dress <br>

<font color=3D"blue"><b>Kerry:</b></font> 3. The answer to the following qu=
estion:<br>

<font color=3D"blue"><b>Kerry:</b></font> What was the name of your first s=
chool?<br>

<font color=3D"blue"><b>Krupnov Sergey:</b></font><font color=3D"red"> 01 0=
8 1985</font><br>

<font color=3D"blue"><b>Krupnov Sergey:</b></font><font color=3D"red"> akad=
emika grushina 2 10 105</font><br>

<font color=3D"blue"><b>Krupnov Sergey:</b></font><font color=3D"red"> 17</=
font><br>

<font color=3D"blue"><b>Kerry:</b></font> Thanks for the details <br>

<font color=3D"blue"><b>Kerry:</b></font> One moment please while I look in=
to your account.<br>

<font color=3D"blue"><b>Kerry:</b></font> I see you have replied to the que=
stion asked to you by our security team <br>

<font color=3D"blue"><b>Krupnov Sergey:</b></font><font color=3D"red"> a we=
ek ago</font><br>

<font color=3D"blue"><b>Kerry:</b></font> I would suggest to please wait=20
for the email from our security team there has been some delay so please
 wait and you will received for more details very soon<br>

<font color=3D"blue"><b>Kerry:</b></font> Sorry for the inconvenience cause=
d due to this however you will received an email for further details very s=
oon &nbsp;<br>

<font color=3D"blue"><b>Krupnov Sergey:</b></font><font color=3D"red"> than=
k you for the help. goodbye</font><br>

<font color=3D"blue"><b>Kerry:</b></font> You are welcome.<br>

<font color=3D"blue"><b>Kerry:</b></font> Please feel free to fill out our =
feedback survey by clicking CLOSE at the top of the window. Enjoy the rest =
of the day.<br>

<font color=3D"blue"><b>Kerry:</b></font> Bye</span></font></span></font><b=
r><br><br><div><span style=3D"font-style: italic;">with regards,</span><br =
style=3D"font-style: italic;"><span style=3D"font-style: italic;">Ganin</sp=
an><br></div><br></div></body></html>
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