| Account Details Changed |
Alert |
Generated when a player changes his/her personal details. |
Investigate the player's account to check that changes are not suspicious (indicating perhaps that they were made by someone other than the player). |
| Account/Brand Support Email Received |
Account |
Generated when a player emails the Support address - the most common Help Desk entry. |
If the Sent To address is a support address, the email is routed to that affiliate's Help Desk. If the Send From address matches an account, a link is added to the entry to provide a shortcut to that player's account. |
| Blocked IP |
Alert |
Generated when an IP is blocked by the system, typically for causing too many exceptions. |
Review the Firewall Settings screen to investigate this issue further. |
| Brand Support Email Received |
Business or Affiliate |
Generated when a player emails the Support address, but the Send From address does not match a player account. (Gmail accounts often display 'Googlemail' in their Send From address). |
If the Sent To address is a support address, the email is routed to that affiliate's Help Desk. |
| Cashout Request |
Account |
Generated when a player requests a withdrawal that requires verification (determined by value of Cashouts fields in the Usage section of the View Payment Provider Details screen). An entry is also created in the List Pending Payments screen accessed using Admin Utilities > Pending Cashouts. |
Investigate whether the player has a positive ID check - see Validated Flag checkbox on the View Account Details screen (or the List Pending Payments screen). If ticked, close the entry, otherwise request ID documents using the standard email. |
| Contact |
Business |
Generated when a player emails the Contact address. |
Read the email message from the player and take the appropriate action. |
| Declined Payment |
Alert |
Generated when a player account attempts to make a payment, but is declined by the payment method provider. |
View the account to see if subsequent payments were accepted, otherwise consider contacting the player to discuss alternative payment methods |
| External System Disabled |
Technical |
Generated when an external gaming platform is disabled, for example after failure to connect to it after a (specified) number of attempts. |
Investigate the reason the external system was disabled, for example due to internet connectivity issues, and if appropriate, re-enable it. |
| Fiscal Defense Check - Account |
Technical |
Generated when a player's account is automatically 'Admin Blocked' by the Financial Defense Module. The most common cause is a big win. |
Investigate the game play and if acceptable re-enable the player. Consider moving the player to a higher monthly 'Profit Shutdown Amount' to avoid further blocks. If a player contacts the Help Desk after being disabled, also send him/her an email about the reinstatement. See the procedure about Handling Financial Defense Help Desk entries for more information. |
| Fiscal Defense Check - Game |
Technical |
Generated when a game is automatically 'Admin Blocked' by the Financial Defense Module if the game exceeds its set payout limits. This protects against possible game errors or a Payout Table problem. |
Check the game to ensure there are no problems, for example check the Return To Player (RTP) value of the game since it went live. If acceptable, then increase the 'Payout Shutdown Amount Monthly' to override the default limit. Remove the Admin Block. See the procedure about Handling Financial Defense Help Desk entries for more information. |
| Fraud Prevention Check |
Technical |
Generated when an account or accounts are disabled pending investigation. For example, where a player attempts to use a credit card number associated with another account. |
Investigate the accounts and take appropriate action. |
| Marketing Code Created by System |
Business |
Generated when a default marketing code is created by the system for a brand, if one does not already exist for the affiliate/brand/channel. |
Check whether the default marketing code created is appropriate or whether it needs to be changed/replaced. See Marketing codes, affiliates and brands for more information. |
| New External Game Created |
Technical |
Generated when a Game Engine Provider's API pushes a new game to the AliQuantum Platform. |
Check the game is configured correctly and made available to the site. |
| Payment Details Changed |
Alert |
Generated when a player changes their payment details. Normally caused by a player replacing an expired credit card. |
Investigate the player's account, specifically the Notes tab, to identify fraudulent players trying different credit cards. |
| Unknown Language String |
Technical |
Generated when the text string for the requested language was not found. |
Enter a translation for the language entry - the system creates an 'empty' record for you to complete. See Internationalised strings for more information. |
| Unrecognised Support Email Address |
Business |
Generated when the system recognises neither the Send From nor the Sent To email address. This can result from spam or if an email has a Bcc to a support address. |
Consider contacting the player to advise the correct addresses to use. |
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v3.0.201710130000 - 03/02/2017 - 16:29