Subject: Age verification - new 72 hours enhanced procedure
From: Subir Chakma <[email-masked]>
To: Emelyn Dunan <[email-masked]>, "Gaurav Joshi" <[email-masked]>, "Prem k . Goyary" <[email-masked]>, Pritish Nandi <[email-masked]>, Rahul Kumar <[email-masked]>, "Ramananda " <[email-masked]>, Romesh Singh <[email-masked]>, "Subir Chakma" <[email-masked]>
Date: Fri, 12 Feb 2016 22:00:18 +0530 (IST)

From: Gaetano Antonacci <[email-masked]> 
Sent: Friday, February 12, 2016 6:58 PM 
To: SeniorCS; Security; India 
Cc: Steve Imbroll; Ricardo Ghanem; Chris Bromley; Stephan Clavel; Neil Wright; Alexandra Jackson-Palin; Alexandra Mihaiu; Krishna Brennan; Daniel Grant; Chris Welch 
Subject: Age verification - new 72 hours enhanced procedure 

Good afternoon! 

This is extremely important so please go through the following instructions, make them yours and do follow them as of now. 

Apologies for the length of this email. 

We have gone through thorough analysis of customers lapsing due to failed/incomplete age verification (the infamous 72 hours that we currently apply to all jurisdictions) and the numbers are shocking: last month, 850+ accounts were suspended because of that and, with the current procedure, if lucky, we manage to get just over 50% of them verified and back at the tables. Those numbers clearly must improve. 

Steve is working on a more meaningful report that will be delivered to us on a daily basis and will be a great help to proactively poke those customers and tell them they need to verify before their accounts get closed. 

In the meantime, 2 things. 

I have created a new skill in Liveperson called “72_HOURS_UKGC_AGCC” all of us in UK are assigned to, both CS and Security. That skill, as you have already guessed, must be treated with the highest possible priority and therefore must be constantly up to date. In more details this is how we will use it. 

1- It is for internal use only so no direct emails from customers will be polled in there, unless a reply from them arrives in scenario 2b below. 

2- Whenever a customer contacts us because their account is OR about to get suspended due to the 72 hours 

a. CHAT àWe must try and resolve that in real time by asking the customer to send their required document while on chat, at once. Tell them, we don’t mind waiting while they upload their documents. The senior on shift has to be alerted that a document is on its way and that a verification will soon be required 

b. EMAIL àAfter a reply is sent to the customer with, of course, an explanation why their accounts are/about to get suspended+ instructions on how to resolve that, that email must be transferred, with a note confirming that’s an age verification matter related to 72 hours, into that new skill, making sure that the following, among the other things, is selected 

The customer receiving the answer might, of course, take their time before sending their documents so: 

i. The fact that the email is now in that dedicated skill allows a constant check of their accounts until documents are in and the case can then be closed 

ii. If the ticket has been sitting in that queue for 0.5 day, a new follow up email to the customer must be sent, reminding them we are waiting for their documents and should they need further assistance on that matter 

3- That skill must have queries about that subject ONLY. All documents related queries that refer to an enhanced account verification (fraud, duplicates, account sharing, etc.) must not be transferred there and have to follow the usual standard procedure. 

4- 15 of us are assigned to that skill so a proper team effort here to keep the number of emails in there at zero. The odd email sitting there waiting has to have a justification, the only one being scenario 2b. 

Second procedure to enhance is the daily 192 checks (thank you all very much for taking care of those daily, by the way). 

We need to keep doing what we do, try our best to manually verify those 10-20 daily accounts, playing with the customers details, if and whenever possible as, at the moment, the number of “not checked” ones in that spreadsheet is very high. 

In addition, those we are not able to verify must be emailed, individually, explaining what the situation with their account is and that we need documents (Daniel, would you add a canned answer for everyone for that please?). Once that’s done, the email must follow path 2b. 

Also, in column O the reason should have a bit more details for us to work on (add your name so that we can get back to you if we need more information, for instance). 

In summary, we have to pester those customers until they send us documents and they can resume their gaming activity, that’s the ultimate purpose of all this. 

An example, just to give everyone an idea of how important this matter is, Username: kurkur who made a $500 first deposit so someone who may potentially be a new VIP: we cannot close our doors to these people due to some internal procedure that is currently not working and requires some tweaks. 

Good news is that the account is now active and he’s using it again. He only registered last 31st January and on 2nd February the routine fraud checks on the account were completed successfully (Moneybookers under his name). 

On 4th February, the system suspended the account due to age verification. He clearly did not pay attention to the messages available to him in the cashier and/or our CRM emails alerting him about the need for documents. 

The customer only got in touch with us 4 days later, 8th February, asking why the account was not accessible and of course informed about the age verification and that we need his ID. We then did nothing else and waited. Considering the time stamp 08/02/2016 19:02:19 (ID requested) and cross referencing that with the age verification on Wednesday, 10/02/2016 12:01:34, it took us 1 day and 17 hours, or 41 hours, to get back to him. That of course is not at all great and hopefully the above new instructions will help us improving that. 

I am adding this in the blog and, should you have questions, please email back, but take all the recipients in cc out as they don’t need to be involved in operational details. 

Gaetano 

Regards