Flagged Activity

The Flagged Activity area in the Operator Backoffice provides a way to quickly identify and investigate suspicious or problematic gameplay activity. This view simplifies issue resolution by automatically surfacing transactions that meet predefined risk criteria— system response failures or unusually large wins.

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

Transactions where both:

• Win amount exceeds €40,000, and

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

These may trigger additional internal review, particularly around bonus abuse or jackpot verification.

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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:

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

• Update investigation status of one or multiple transactions

Available Statuses

Operators 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.

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.

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. Can I customise the Big Win threshold? Not at this time. Thresholds are fixed based on system-wide configuration. This may evolve based on operator demand and data insights. Read more about Handling Big Wins.

2. Are investigation statuses visible in the main Transactions page? No. These statuses are only available and visible within the Flagged Activity area.

3. Is the transaction data consistent between both views? Yes. Apart from the investigation statuses, the transaction data is identical.