Handling Big Wins
Last updated
Was this helpful?
Hub88 Knowledge Base
Last updated
Was this helpful?
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.
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. From there on, you can review, if this transaction could be fraudulent and directly report for Hub88 customer support team to review.
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
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.
Go to HubConnect Operator Zone
Create a new ticket with the type: 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:
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.
On high level, this is what our team will look into:
Support receives the request If the win meets the Hub88 threshold, a Customer Support Agent will be assigned to the case.
Verification Request Sent Our team contacts the game provider to request a full win verification.
Supplier Review The supplier checks the outcome against game logs, RNG systems, and payout mechanics.
Confirmation Received We confirm whether the win is valid, requires further action, or shows irregularities.
Operator Notified Once the check is complete, our Customer Support representative updates the ticket and notifies the operator of the outcome.
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.
Yes. While most large wins are flagged automatically, operators can raise a manual request through HubConnect for any win that appears unusual.
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.
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.
