Tiltproof Incorporated Document No. Effective Date Revision Date Approval 5.2.

5 03/12/2007 06/14/2007 GN

Sending Fraud Templates

1.0 Purpose:

This document establishes guidelines and requirements for sending players proper fraud templates in Kana.

2.0 Persons Affected:

1) Fraud and Hoax trained agents

3.0 Forms, Checklists, Flowchart:

1) Printable version: \\tpfs1nw\workflow$\HANDBOOK-FRAUD\Print Versions\Fraud Handbook\5.2.5 Sending Fraud Templates.doc

4.0 Policy:

1) 2)

These templates should only be sent by trained agents.

If an account has been compromised alert a member of the Fraud team immediately. 3) Do not use the Initial Response Routine Audit template in Kana. 4) Do not use the words routine audit unless we are actually going to be conducting a routine audit. 5) There are four different templates that can be used depending on why the players account is paused/trapped. a) Response Direct Fraud: This template addresses players who have directly committed fraud on the site. This email can inform the player as to exactly why their account is closed. The reasons can be found on the players account in WAT. b) Initial Response Associated Fraud: This template addresses players concerns as to why their accounts are trapped when they have been associated to someone else that is fraudulent on the site. c) Initial Response Hoax Fraud This template addresses the actions we are going to take with the players account if they become a hoax victim. d) Initial Response Hacked Account Similar to the hoax account, this template will also address the actions we are going to take with the

Tiltproof Incorporated players account if they think they have fallen victim to someone stealing their account information. 6) Ensure that the template properly addresses the players concern While we want to be more accountable for what we do with our players accounts under investigation, we also want to make sure that we know what we are doing. 7) Do not send the same template out twice. a) Player accounts should be notated each time a response is sent.

5.0 Procedure:

A) Sending a Template 1) Check the customers email history to see if they have already received the response. 2) Send them a different response if they have already received the template. 3) Notate the account every time a response is sent. B) Response Direct Fraud 1) If a player writes a response to this template, advise them that you will forward it to a fraud investigator to address their concern. 2) Create a follow-up. 3) Route it to the fraud queue. 4) 5) Notate the players account: DIRECT FRAUD: Player emailed that their account is now CLOSED Notate the players account DIRECT FRAUD: Player emailed and follow-up routed to Fraud Queue

C) Initial Response Associated Fraud 1) Create a follow up after sending this template to the player. 2) Route it to the fraud queue. 3) Notate the account: ASSOCIATED FRAUD: Player emailed and follow-up routed to Fraud Queue

D) Initial Response Hoax Fraud 1) Create a follow up after sending this template to the player. 2) Route it to the fraud queue. 3) Notate the account that an email was sent to the player and a follow-up has been routed to the fraud queue. 4) Pause the account if the player has actually given out their FT account information and/or processor account information. If you are not sure about this step, please speak to a Team Lead or Supervisor.

E) Initial Response Hacked Account 1) Create a follow up after sending this template to the player.

Tiltproof Incorporated 2) Route it to the fraud queue. 3) Notate the account that an email was sent to the player and a follow-up has been routed to the fraud queue. 4) Pause the account.

6.0 Definitions:

7.0 Revision History:

June 14/07 Persons affected changed policy modified June 13/07 Fraud routing changed