Flagged Activity

The Flagged Activity area in the Operator Backoffice helps operators quickly identify and investigate suspicious or unusual gameplay activity. In this view, Transactions are automatically surfaced when they meet predefined criteria, such as operator response failures or unusually large wins.

Operators can set customisable thresholds for Big Wins, giving flexibility to define what is considered a “big win” in their own environment, together with global thresholds remaining in place for separate customer support investigations.

Flagged Activity Under Transactions Management

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What Is Flagged?

Transactions are flagged automatically by the system based on two criteria:

1. Operator Response Failures

Transactions that have both:

• Status: declined

• Error code: RS_ERROR_UNKNOWN

These often indicate a failure in the operator’s system response to a round transaction and may require follow-up.

2. Big Wins

Big Wins can now be detected in two ways:

• Operator-defined custom thresholds: configurable by you inside Flagged Activity view.

• Global thresholds: always applied, used by Hub88 Customer Support for proactive investigation. This threshold is as follows:

  • Win amount exceeds €40,000, and

  • The bet-to-win ratio is higher than 350x

  Rounds that cross global threshold are automatically reviewed by Hub88 team. The team will create an investigation ticket with a Supplier, and refer the communication back to Operator with the result. No additional action is expected from you.

A transaction is flagged if it exceeds either the set custom threshold or the global threshold.

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Using the Flagged Activity View

The layout is identical to the standard All Transactions view but is automatically filtered to show only flagged entries. From this view, you can:

• Set a custom threshold based on which the flagged transactions view will be displayed

• Review all flagged transactions (filters can be applied as needed)

• Update investigation status of one or multiple transactions

Setting a Custom Threshold for a Big Win

The new Threshold Settings modal is accessible directly from the Flagged Activity page.

• To start, click on the "Set custom threshold" button.

• In the pop-up, you'll need to add a value for a minimum win amount and a minimum win ratio.

  • Minimum win amount needs to be larger than 1000 EUR, and win-to-bet ratio needs to be larger than 50 times.

Minimum win amount can only be set in EUR. To use another currency, please convert it to EUR first.

• Click "Submit" to apply the custom threshold, after which the Flagged Activity view will continue to contain wins applicable to your set threshold. You'll see the threshold set on the top right of the page.

Hub88 Support doesn't investigate transactions flagged solely because of the defined custom thresholds. Only cases meeting the global Big Win definition are subject to support investigation:

• Win amount > €40,000

• Win-to-bet ratio > 350x

Updating a Custom Threshold For Big Wins

You can update the previously set custom threshold by clicking the “Update threshold” button. This will prompt open a pop-up with prefilled applied thresholds, where you can customise your new threshold limitations.

All changes made will automatically reflect for all users under the same account.

Available Statuses

You can track investigation progress using one of three statuses:

• FLAGGED (default) - Automatically assigned when the transaction is flagged

• INVESTIGATING - Set when the issue is actively under review

• RESOLVED - Used when investigation is complete

Note: Changing a status to RESOLVED doesn't remove the transaction from the view. It remains accessible for reference and auditing purposes.

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Creating a Support Case

Similarly to the All Transactions view, you can create customer support cases directly from the "Actions" menu at the end of each transaction's row. You can create support requests for both "Big Wins" and “Stuck round / missing transaction” cases. Once you click the selected ticket creation, you'll be directed to HubConnect, where you can finalize the case creation with some data already prefilled.

Creating a Support Case from Flagged Activity

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Shared Visibility and Collaboration

The Flagged Activity area supports cross-user visibility. All users within the Operator's account see the same investigation statuses, enabling teams to avoid duplication and maintain investigation continuity. Currently, only Brand level users can see and edit permissions

All changes made will automatically reflect for all users under the same account.

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Data Retention

• Flagged transactions are retained for 30 days after the flag was applied.

• If a previously declined transaction is retried and succeeds, the flag is removed, and the transaction will no longer appear in the Flagged Activity view.

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FAQ

1. Why do I need custom thresholds if global Big Win thresholds exist? Operators often require more granular control. For example, €5,000 might be a big win for one operator but not another. Custom thresholds allow proactive fraud monitoring at an operator level.

2. What happens if thresholds are set too low? Minimum values for custom threshold are: €1,000 (amount) and 50x (ratio).

3. Can thresholds be set per game or supplier? No. Thresholds apply globally per your operator account.

4. Can multiple threshold sets be active at once? No. Only one active set is supported.

5. How do operators know which cases support will investigate? Support continues to investigate all transactions that meet the global Big Win definition:

• Win amount > €40,000

• Win-to-bet ratio > 350x

6. What happens if a flagged activity meets both thresholds? It will appear for the operator and also be investigated by Hub88 Customer Support.