# Handling Big Wins

A **Big Win** occurs when a player receives a payout significantly larger than their stake, often from slots, bonus rounds, or jackpots. While these are part of normal game behaviour, certain wins require **manual verification** or further investigation.

In this article, you'll learn how to protect your operations from potential fraud cases regarding big wins. 

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### What Is Considered a Big Win?

A Big Win is generally flagged based on either the **payout amount** or the **win-to-bet ratio**.

Across Hub88 products, a win is automatically flagged as a Big Win if it meets **both** of the following conditions:

* **Win amount is greater than €40,000**
* **Win-to-bet ratio exceeds 350x**

When these thresholds are met, our system automatically will segment the Transaction under [Flagged Activity](broken://pages/GtUfu3eo4Itijln5Qahv). From there on, you can review, if this transaction could be fraudulent and directly report for Hub88 customer support team to review.  

<figure><img src="/files/I4pkxDBzrMEF9zXZ7Z3x" alt=""><figcaption><p>Reporting a Big Win Case From Flagged Activity View</p></figcaption></figure>

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### How to Identify a Big Win as an Operator?

While many wins are flagged automatically, operators may also notice unusual wins and choose to investigate. Look out for:

* High-value wins that don’t trigger an automatic alert
* Wins that appear inconsistent with normal gameplay
* Player complaints or disputes regarding win validity

{% hint style="info" %}
A win of €300 on a €2 bet (150x) is **unlikely** to qualify for manual investigation, unless there are other risk factors.
{% endhint %}

***

### When to Report a Big Win

You should **report a Big Win** if:

* The win meets the threshold mentioned above but hasn't triggered a system alert.
* You believe there may be an issue with the outcome or payout.
* A player disputes a win or raises a concern.

#### How to Report a Big Win

1. **Go to HubConnect Operator Zone**
2. **Create a new ticket** with the type: [**Big Win Check**](https://docs.hub88.io/hubconnect/customer-support#big-win-check)**.**

Alternatively, you can report the Transaction directly from the **Backoffice → Transactions Overview** or **Flagged Transactions** reports, and start the process from there.

In both cases, it is necessary to include key information:

* **Summary** — Subject line for the support ticket
* **Round ID**
* **User ID**
* **Win Amount in USD/EUR**
* **Description of the issue** — Describe what happened and the steps to replicate it. Please be as detailed as possible, this allows Hub88 representatives to solve the issue faster.

For faster resolution, you can also include the following:&#x20;

* Transaction UUID (optional)
* Time Range (optional)
* User Session Token (optional)
* File attachments (if applicable)
* Additional Contacts (optional) — Allows to specify further contacts who will be notified about the progress of this ticket.

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### How Big Wins Are Verified

On high level, this is what our team will look into:&#x20;

1. **Support receives the request**\
   If the win meets the Hub88 threshold, a Customer Support Agent will be assigned to the case.&#x20;
2. **Verification Request Sent**\
   Our team contacts the **game provider** to request a full win verification.
3. **Supplier Review**\
   The supplier checks the outcome against game logs, RNG systems, and payout mechanics.
4. **Confirmation Received**\
   We confirm whether the win is **valid**, **requires further action**, or **shows irregularities**.
5. **Operator Notified**\
   Once the check is complete, our Customer Support representative updates the ticket and notifies the operator of the outcome.

***

### Frequently Asked Questions

#### Who verifies Big Wins?

Hub88's **Customer Support team** works with the **game supplier** to verify the win’s legitimacy on both Hub88 end and on supplier's side.

#### Can operators request a win investigation manually?

Yes. While most large wins are flagged automatically, operators can raise a manual request through HubConnect for any win that appears unusual.

#### What’s the minimum win that can be verified?

There is no strict lower limit, but as a general rule, wins below **€40,000 or <350x** bet are **unlikely to qualify** for manual investigation unless flagged for other reasons.

***

### Need Help?

If you're unsure whether a win should be reported, or require help creating a Big Win ticket, please contact your **Account Manager** or reach out to **Customer Support** via HubConnect.


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