China: Bets voided due to violations

We may void bets placed by players due to different types of violations, like opposite betting, bonus hedging etc. 

When a player contacts you asking for the reason their bet was cancelled, you should check the Void reason which will be written in the Bet info in the back office. If no reason is listed, escalate to SM to confirm the reason.

If the reason is confirmed to be any type of violation and risky betting from the player, we SHOULD NOT INFORM them about it directly. 

Instead, we should explain to the player that the bet/bets were cancelled due to being placed on a dangerous market. If asked what this means we should inform the player our sports platform has rules for monitoring bets and markets exceeding the reasonable levels of danger and reserve the right to take the needed measures. Any explanations should revolve around this and no further information should be disclosed. 

The relevant chat and emails templates were added in the Zendesk macros:

On chat explanation of voiding reason

CHINA::Chat Templates::Sport betting::Bet void due to violation (/coppbetvoid)

On chat explanation of dangerous market

CHINA::Chat Templates::Sport betting::Dangerous bet explanation (/cdanbetexp)

Email explanation of voiding reason

CHINA::Email Templates::Sports betting::Bet void due to violation (/cbetviolationvoid)

Email explanation of dangerous market

CHINA::Email Templates::Sports betting::Dangerous bet explanation (/cdanbetexp)

IMPORTANT: These templates are to be used only in the cases the bets are voided due to "misbehaving" from the player, any other regular reason for voiding, like cancellation of the event etc. should be explained directly.