Member Management
This section allows us to manage and review detailed user information, making it easier to update data and track each account.
Member List
Within the Member Management section, specifically under the Member List tab, we will have access to all accounts registered on the website.
In this section, the Withdrawal Restriction column is especially important, as a common inquiry involves blocked funds or pending rollover in user accounts. This amount reflects the funds currently locked, which users can also view from their side by accessing the cashier when attempting to withdraw.
To review the details of a specific account, simply click on the Member ID, Name, or Nickname.
By clicking on any of these fields, the user’s full profile will open, allowing us to view all relevant information related to their account.
Customer Profile Information
At the top of the customer profile menu, you’ll find the following key fields:
Avatar:
Here you will be able to see the level the customer currently has achieved. Also, the progress to the next level and the option to refresh the information on the page.
Basic Information
Member ID: A unique identifier automatically assigned to each user upon registration.
Nickname: The display name of the user within the platform, which can be modified by the user.
Real Name: The customer’s full name provided during registration or identity verification.
Risk Information
KYC Level: Current level the customer has on the Know Your Customer's steps.
Nationality: This is registered once the KYC level 1 is completed.
State: Will show if the customer is currently active on site.
Member Remark and Tags: This field is reserved for risk department's notes.
Financial Information
Balance: Currently available balance the customer has to use on the site.
Unsettled/Frozen: Any funds that are currently frozen or funds that have been unsettled.
Deposits: Will show the amount that has been deposited and the amount of times a deposit has been made.
Withdrawals: Will show the amount that has been withdrawn and the amount of times a withdrawal has been made.
Right below the previous information, you will be able to see the summed up amount of balance the customer has, in different currencies and show in dollars. You will also be able to see the currencies in which, the customer has funds at the moment.
Company Revenue Information
Wager: Refers to the amount completed only in valid wagers.
Withdraw Restriction: This is the amount that is currently restricted from withdrawals due to rollover requirements.
Bet Amount: This is the amount completed in risked balance.
Payout Amount: This refers to the profitable bets.
Member Bonus: Amount received in bonuses.
Company income: This is the income generated by the customer for the company.
Registration & Login Information
Registered: This will let you know how many days ago the customer created the account. It is important to note that if the customer creates the account today, this will show as 1 day.
Symbols: Highlighted in orange, you will see the login methods the customer has allowed.
Country Login: Will show the country the customer logged in from the first time.
IP Login: First IP used to log in.
Date/Time Login: This shows the last time the customer logged in the account.
Current Route: This will show you the current part of the site, the customer is visiting.
Time in route: The amount of time the customer has spent on that part of the site.
Contact Details
Email
Phone
Telegram
Line
If you continue to scroll down on the page, you will be able to find other relevant tabs for customer's information:
Message/Activity
In this tab, you’ll find the Messages section (pending) and additional information about the account details, such as:
Partner Site: Platform or domain through which the user registered.
Referral Account/ID: ID of the member who referred this user (if applicable).
Registration Way: Method the user used to create their account (web, app, referral link, etc.).
First IP/Domain/Date: IP address, domain, and date of the user's first access to the site.
Last Login: Date and time of the user's last successful login.
Offline Date: Date and time of the user's last logout or disconnection.
Language: Language selected by the user to navigate the platform.
Login Method: The method the user uses to log in (email, social media, Google login, etc.).
Citizenship: The user's registered nationality.
Phone: Phone number linked to the account.
Birthday: Birthdate registered by the user.
2FA: Indicates whether the user has enabled Two-Factor Authentication.
KYC Level: Verification level completed by the user (Know Your Customer).
Email: Email address linked to the account.
Address: Physical address provided by the user (if applicable or required).
2. Financial
On this section of the back office, customer service agents will be able to check the financial information of the account. Everything related to numbers and performance. You can check details such as:
Company income: Net profit earned by the company from this user's activity.
Losses: Total losses accumulated by the user as a result of their bets.
Bonuses: Total amount of bonuses received by the user (from promotions, campaigns, birthday rewards, etc.).
Valid wager amount: Valid Bet = |Payout − Bet Amount| Note: The valid bet amount cannot exceed the original risk amount.
Total balance: Total sum of available funds across all the user's currencies.
Total Deposit amount
Amount of deposits made
Dates and times of the first and last deposits
Total Withdrawal amount
Amount of withdrawals made
Dates and times of the first and last withdrawals
3. Bonus
This section will allow customer service agents to review the account{s performance in relation to bonuses received and claimed by the customer. On the left column we can see the type of bonus and on the upper row, the summed amounts and status for the bonuses.
Bonus Total: Total sum of all bonuses the user has received in their account, regardless of category.
Claimed: Refers to all the bonuses the customer has manually claimed or accepted to receive in their account and for which they will have to complete a rollover before withdrawing.
Pending: these are all the bonuses the customer has available to claim, but has not willingly claimed.
Expired: refers to all bonuses the customer did not claim, either because they forgot, ignored them or did not know they had available.
4. Betting Data
On this section agents can check the performance of the account in relation to the betting activity the customer has done in the site. This compiles all types of betting. On the left column, you can see the type of betting, and on the upper row, the summed amounts and status for the bets.
Totals: Total sum of all bets the user has made in their account, regardless of category.
Member loss: Total losses accumulated by the user as a result of their bets.
Total bet amount: refers to all the risked funds on the bets placed.
Valid wager: Valid Bet = |Payout − Bet Amount| Note: The valid bet amount cannot exceed the original risk amount.
Membership
On this tab, customer service agents will be able to review a more detailed overview of the customer's information so far. This pertains to personal information:
Personal information:
This includes full name, email, phone, username, member ID, date of birth, place of birth. Also, access information such as: last access information; IP, city, country and date. First access information like: IP and date. Configuration and security is also included on this first tab: language chosen, if 2FA is activated or not, if KYC has been verified on any level, and the last level of KYC that was approved.
KYC (Know Your Customer):
This section is divided by the amount of KYC levels that we have on the site, which are currently 4. The first one will request the following information: Name, last name, country, city, postal code, residential address, date of birth, place of birth, occupation industry, occupation and occupation experience. The second level will show you the document type the customer uploaded to verify their identity, the person that verified the documents and the date they were verified along with the pictures. The third level will show you the proof of address type that the customer used along with the picture. The fourth level works the same way, showing you the type of proof of funds the customer used, along with the picture.
Transaction Record
Section where the user's financial movements within the platform are displayed. It provides an overview of their activity related to deposits, withdrawals, and other monetary operations.
At the top of the section, the accumulated total statistics of deposits, withdrawals, transfers and swaps will be shown in US dollars.
In the lower menu, we can find the details of these transactions, classified as follows:
No.: Indicates the order of the transaction.
System No.: Refers to the reference number generated by the platform for each transaction. This identifier allows for precise tracking and verification of the movement.
Type: Specifies the nature of the transaction, such as deposit or withdrawal.
Platform: will let you know if this was done automatically, where it comes from or if it was done manually by a member of the team.
Activity Name: this will let you know the reason for this movement.
Currency: Displays the currency used for the transaction, whether fiat or cryptocurrency.
Amount: Indicates the monetary value of the transaction performed. You will see it displayed in the currency the customer selected and right below, the equivalent exchange in USD.
Before: Reflects the balance in the corresponding currency before the transaction is made.
After: Shows the new balance resulting after applying the transaction to the previous balance.
Exchange Rates: Details the exchange rate between the currency used and the US dollar at the time of the transaction.
Status: Indicates the current status of the transaction (pending, in process, completed, or denied).
Remark: A space used by the risk team to leave relevant observations about the transaction.
Operator: Informs which agent or system processed the operation.
Requested Date: The date the customer initiated the transaction request.
Processed Date: The date the transaction was reviewed and processed by the system or the responsible team.
Bonus record
Section where the user's bonuses movements within the platform are displayed. It provides an overview of their activity related to bonifications.
No.: Indicates the total number of transactions recorded in the user's profile. System No.: Internal reference code that uniquely identifies each bonus transaction within the system. Type: Specifies the nature of the transactions, in this case will all show as bonus. Platform: Specifies the nature of the transaction, such as the type of bonus received. (Welcome bonus, rebates, cashback, etc.) Activity Name: Classification of the bonus (e.g., welcome bonus, VIP, task-based, etc.). Currency: Currency in which the bonus was claimed by the customer (fiat or cryptocurrency). Amount: Exact amount of the bonus received by the user. Will show in the currency claimed and below will show the exchange to US dollars. Before: Available balance of the user in the corresponding currency before the bonus was applied. After: New balance resulting after the bonus was credited. Exchange Rates: Conversion used if the bonus was granted in a currency different from USD. Operator: Name or code of the agent or automatic system that processed the bonus. Occur Time: Date and time when the system generated the bonus. Claim Time: Date and time when the user manually claimed the bonus (if applicable).
Game record
This section allows you to view the user's complete participation history in the various gaming products offered by the platform, including sports betting, casino, slots, original games, and more.
At the top of the menu, the accumulated totals related to the transactions made in the games are displayed.
Just below the game transaction statistics, there is a search bar that allows you to locate specific transactions or filter them by Number or ID of the transaction, search a specific number, filter suppliers, providers, categories, dates and times. It is important to note that the system's time is set to UTC.
In the section where transactions are displayed, the following details are available:
No.: Sequential number indicating the position of the transaction within the user's history.
No. of the system: Unique identifier generated by the system to track the specific transaction or bet.
No. of 3rd parties: Reference number provided by external providers associated with the game or transaction.
3rd suppliers: Name of the external entity operating or supplying the game or service on the platform.
Provider: Brand or company responsible for the development of the game (e.g., Evolution, Pragmatic, etc.).
Category: Classification of the type of game (e.g., slots, live casino, sports, etc.).
Game name: Specific title of the game the user participated in.
Currency: Type of currency used by the user to place the bet (USD, EUR, BTC, etc.).
Bet type: Type of bet made (e.g., single, parlay, live, etc.).
Game result: Final result of the game (won, lost, draw, etc.) according to the rules.
Bet Amount: Amount of money used in the bet. will show in the currency the customer used to place the bet and below the exchange in US dollars.
Payout: profit or loss resulted from the bet.
GGR (Gross Gaming Revenue): Gross revenue generated by the bet, calculated as the amount wagered minus awarded prizes.
Valid bet: Amount that qualifies for the calculation of promotions or wagering requirements (rollover).
Exchange rates: Rate used to convert the game currency to the main system currency (usually USD).
Valid / Invalid: Bet status depending on whether it was considered eligible by the system (e.g., canceled or valid).
Operator: Employee or automated system that managed the transaction or bet.
BetTime: Exact date and time the bet was placed.
Settlement Time: Date and time the bet was resolved and the result settled.
Bank Card
It is the section where the payment methods that the client has previously registered are stored and displayed. From this section, information such as the type of card, its current status, and the date it was added can be consulted, allowing for better management of the user's payment methods.
Below this part, you will be able o check the transactions and times a card has been used and the amounts of these transactions.
Crypto Address
This section works in the same fashion as the previous one, however, only related to the crypto addresses the customer has registered and used for payments and deposits.
Friends Members
This section is dedicated to the referrals a customer has acquired through the friend referral feature in the site. Here you will be able to check the performance of those accounts that are linked to the customer.
Risk Information
Customer service is not authorized to see information on this tabs since it is exclusively reserved for the members of the risk department.
Admin CSlog
This section will show information of the account's logs in different categories.
You will be able to check, for example:
Login Events: will show all logs referring to the customer logging into the account, device information of each log, dates and times, IP address, status of the log, etc. Here for example, you would be able to check the specific date and time a customer created the account.
Password Reset Events: all related to the times the customer has made changes to their password.
Email Change Events: related to the times the customer has made email changes.
Phone Change Events: related to the times the customer has made phone changes.
Verifications Events: refers to the times KYC has been reviewed for the customer.
Two Factor: related to the times the customer has made 2FA changes.
Account Block Events: information about the times the customer has had their account blocked.
Deposit Approval: refers to the times a deposit has been processed for the customer.
Withdrawal Approval: refers to the times a withdrawal has been processed for the customer.
Balance Adjustment Events: all the information pertaining the times the customer has had their balance manually adjusted by the team.
Withdrawal Restriction Events: refers to the times the customer has had any type of restriction in place to request a withdrawal.
Bank Detail: refers to the information provided by the customer when registering a bank card.
Crypto Wallet: refers to the information provided by the customer when registering a crypto wallet.
Total Data
This tab will show a compilation of all the information referring to the accounts performance.
Total deposit amount: The total sum of money the user has deposited into their account since creation shown in USD.
Total withdrawal amount: The total sum of money the user has withdrawn from their account, shown in USD.
Deposit/Withdrawal difference: The difference between the total deposited and the total withdrawn, useful for analyzing if the user has net gains or losses. Logically speaking, we want this number to be a positive one, as it means more deposits than withdrawals made.
Bet amount: The total money the customer has used to place bets, regardless of whether they won or lost.
Valid wager: The amount of bets that meet the set requirements (e.g., to release bonuses).
GGR (Gross Gaming Revenue): Gross gaming revenue; calculated as the total wagered amount minus the winnings paid to the user.
Bet results: The total gains or losses resulting from the user's bets.
Total bonus: The total sum of bonuses received by the user.
Company income: The net profit the company has generated from the user's activity.
Total Deposit amount: The sum of all deposits made to the account.
Deposit count: The total number of deposits made by the user.
Deposit currency: The type of currencies the customer used to deposit.
First deposit time: The date and time when the user made their first deposit.
Last deposit time: The date of the user's most recent deposit.
Total withdrawal amount: The total sum of money the user has withdrawn from their account, shown in USD.
Withdrawal count: The total number of withdrawals processed for the user.
Withdrawal currency: The type of currency the user selected to make withdrawals.
First withdrawal date: The date of the user's first recorded withdrawal.
Last withdrawal date: The date of the user's most recent withdrawal.
Conclusion
By learning where to check and how to interpret the information in the back office, customer service agents can provide better help to the customers if they require to understand the information in their accounts.
This will also aid when profiling accounts for different purposes.
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