1. Tiltproof Incorporated
Document No.
Effective Date 12/20/2007
Disputed Credit Card Charges Revision Date
Approval GN – SM
1.0
This document establishes how to handle player disputes regarding charges
Purpose: applied to credit card deposits.
2.0 1) Fraud Agents
Persons 2) Cash Team Leads
3) Fraud Team Leads
Affected:
3.0 1) Printable version: tpfs1nwworkflow$HANDBOOK-CASHIER TL
Forms, AND ABOVEPrint VersionsCashier TL and Above
HandbookDisputed Credit Card Charges.doc
Checklists,
Flowchart:
4.0 1) Credit card disputes usually occur in the following situations:
Policy:  When two charges were applied and appear on a player’s
credit card statement for a single credit card deposit to Full Tilt
Poker. One charge is the actual charge for the amount
deposited, and the second is a temporary authorization charge
applied by the financial institution. To the player it appears
they were incorrectly charged twice for one deposit.
 When a player was charged for a credit card deposit that was
unsuccessful in WAT.
2) Banks and credit card companies hold authorized funds for up to 30
days. Full Tilt Poker has no control over the release of these funds.
3) If a player contacts us more than once regarding the same credit card
charge, the claim is escalated to the following individuals:
 Bronagh Birney <bbirney@pocketkings.ie>
 Trevor Hili <thili@pocketkings.ie>

2. Tiltproof Incorporated
5.0 A) Handling a Players First Claim of an Unauthorized Credit Card Charge
Procedure: 1) Ask a Fraud Team Lead or Cash Team Lead to search for the
associated transaction on the merchant site of the appropriate processor
as per the associated payment processor document listed in 5.10 in the
Cashier Team Lead and Above Handbook.
2) If the team lead informs that the processor site shows we received
the same amount of funds that the player was credited in WAT for the
transaction:
a) Send the player frd.auth.charge.
b) Notate the account with “DEP: TransferIx ***TransferIx
#*** was checked on the processor site by ***Team
Lead who checked the site*** and confirmed the player
was not charged incorrectly for this deposit.”
 DEP: TransferIx 00812A6E was checked on the
processor site by BJorgensen and confirmed the
player was not charged incorrectly for this
deposit.
3) If the processor site shows we received more funds than the player was
credited in WAT for the transaction:
a) Request a deposit for the additional amount we received as per
5.17 Requesting a Seizure/Deposit.
b) Send the player frd.auth.credit.
c) Notate the account with “DEP: TransferIx #
***TransferIx #*** was incorrectly charged to the
player and we owe them $***$DEPOSIT AMT***. Dep
request sent.”
 DEP: TransferIx #00B5ADF9 was incorrectly
charged to the player and we owe them $150.00.
Dep request sent.
B) Handling a Players Second Claim of an Unauthorized Credit Card Charge
(Previously Reported)
1) Send the player frd.auth.invest.
2) From your Tiltproof email address, compose an email to
<bbirney@pocketkings.ie> and <thili@pocketkings.ie>.
a) Subject: (Player ID) - Claim of Unauthorized CC Charge.
 PokerChamp123 - Claim of Unauthorized CC Charge.
b) Content:
 PlayerID.
 Date of the transaction.
 Transaction amount.
 Transfer Ix (if provided by the player).
 Request confirmation we did not receive additional funds for
the deposit by the player.

3. Tiltproof Incorporated
3) If <bbirney@pocketkings.ie> or <thili@pocketkings.ie> confirm we
received the correct amount of funds for the transaction:
a) Create a new email in Kana as per 2.9.1 Starting an Outgoing
Kana Email.
b) Send the player frd.auth.charge2.
4) If <bbirney@pocketkings.ie> or <thili@pocketkings.ie> inform that
we did receive more funds than the player was credited in WAT:
a) Request a deposit for the amount charged as per 5.17 Requesting a
Seizure or Deposit.
b) Notate the account with “DEP: TransferIx #
***TransferIx #*** was incorrectly charged to the
player and we owe them $***$DEPOSIT AMT***. Dep
request sent.”
 DEP: TransferIx #00B5ADF9 was incorrectly
charged to the player and we owe them $150.00.
Dep request sent.
c) When the deposit is confirmed as per 5.17 Requesting a Seizure or
Deposit, create a new email in Kana as per 2.9.1 Starting an
Outgoing Kana Email.
d) Send the player frd.auth.charge2.
6.0
Definitions:
7.0
Revision
History: