FAQs - Gamification & Token Rewards

Can Missions or Tournaments have more than one reward type?

Yes. Operators can combine multiple reward types such as Tokens, XP Points, and Bonus Offers in the rewards section for completing a Mission or a Tournament.

How does Token distribution work, and how can Operators configure the Reward Shop?

Tokens are earned by players through activities like playing games, completing missions, and leveling up. Once earned, Tokens can be spent in the Reward Shop, where players can redeem them for digital or physical items (e.g., Bonus Offers, Free Spins, TVs, iPhones). Operators can fully configure item pricing, availability, and inventory through the Reward Shop settings.

Can Operators configure seasonal rank resets while keeping players’ Tokens intact?

Yes. The Ranks Downgrade feature allows Operators to configure seasonal resets—such as monthly, quarterly, or yearly—by selecting a comparative period in the downgrade settings. During each new period, XP Points and Levels are reset, but Operators can choose whether or not to confiscate players’ Tokens. To ensure Tokens are preserved, Operators must disable the Token loss configuration or set the confiscation percentage to 0% in the downgrade settings.

Can the Reward Shop limit how much a player redeems per month?

No, there is no limit—players can spend as many Tokens as they wish in the Reward Shop.

Can Tokens expire after a specific period of inactivity?

No. Tokens do not expire based on inactivity or after a fixed number of days. Token removal only occurs if the Ranks Downgrade feature is explicitly enabled and configured to include Token loss upon downgrade. Operators can define whether Tokens should be partially or fully confiscated during a downgrade event.

Can internal system events (rank-up, token redemption) trigger journey transitions in real time?

Yes. Internal system events such as rank-up and token redemption can trigger journey transitions in real time. Missions work based on real-time events sent by the Operator’s system, which trigger the objectives validation rules engine. These events include various actions like Completed Deposit, Completed Withdrawal, Wager, Win, and others.

Does PEP hold any PCI-related data, or is everything tokenized?

No. The Player Engagement Platform (PEP) does not store or process any PCI-related data. All monetary transactions within the platform are handled using virtual Tokens, which are entirely decoupled from real payment methods.

Payment card information is neither collected nor stored by PEP—this responsibility lies entirely with the casino Operator and their respective payment processing systems. This ensures that PEP remains out of scope for PCI DSS compliance, as no sensitive payment data is ever handled by the platform.

How can Operators cap Reward Shop items per player to prevent abuse?

To prevent players from redeeming the same free item multiple times, Operators can specify delivery limits manually by adding internal notes in the Comments section of each order (e.g., “Deliver 1 item only”).

Additionally, Operators may apply availability windows, rank restrictions, or manual approval workflows for high-value items to further reduce abuse and ensure fair distribution.

Can Operators have different XP and Token earn rates for sportsbook and casino?

Yes. The platform allows Operators to configure custom XP and Token contribution rules for different verticals. Operators can define separate earn rates for Sportsbook and Casino products by setting up distinct Contribution Rules based on criteria like game type, brand, or currency.

How should Operators structure XP progression and rank design for the Casino’s loyalty system?

The platform provides full flexibility to define XP progression and rank structure. Operators can create up to 25 Ranks with 100 Levels each, set custom XP ranges, apply multipliers, and add XP caps (daily, weekly, or monthly).

XP earning rules can also be tailored based on bet type and contribution settings, allowing Operators to design a progression model that fits the casino’s lifecycle and player engagement goals.

How do Operators insert personalized gamification data (current rank, XP to next level) into templates?

Operators can insert personalized gamification data into templates using placeholders provided by Gamanza Engage. For example:

• {{Gamification.Rank}}: displays the player’s current Rank

• {{Gamification.XPToNextLevel}}: shows how many XP are needed to reach the next Level

These placeholders automatically pull each player’s data when the template is rendered. Operators can also apply placeholder filters to customize formatting, and create custom placeholders using the _CP.ExampleName_ format if needed.

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The length of an SMS message depends on the character encoding used:

• GSM-7 Encoding (default): Supports up to 160 characters per message. This includes standard Latin letters, numbers, and common punctuation.

• UCS-2 Encoding: Used when the message contains Unicode characters (e.g., emojis, accented letters, or non-Latin scripts). This reduces the character limit to 70 characters per message.

If a message exceeds these limits, it is split into multiple parts and each part is billed separately:

• GSM-7: Split messages allow 153 characters per part

• UCS-2: Split messages allow 67 characters per part

Why might a product purchased from the Reward Shop remain in a pending state?

A product redeemed from the Reward Shop may remain in a pending state for several reasons:

1. Out of Stock: If the item is no longer available in inventory at the time of redemption, the order cannot be fulfilled immediately.

2. Third-Party Fulfillment: Physical products processed by external vendors may require additional time for confirmation and dispatch, resulting in a temporary pending status.

3. Order Cancellation: If the purchase was canceled or failed to complete due to an error, the product may still appear as pending until the system updates the final status.

4. API Response (prizeshark_status): The prizeshark_status returned by the API may affect the purchase status. This value is visible in the order details within the Reward Shop purchase feed and can indicate whether the item is confirmed, shipped, or still pending.

What is multi-currency, and how does it work?

Multi-currency allows operators to manage and support various currencies for transactions and operations. Operators simply set one default currency (e.g., EUR), and whenever a player deposits, wagers, or wins in another currency, the system multiplies the amount by that rate, stores the equivalent value in the default currency, and applies it to all rules, segments, and reports.

Players will see everything in their local currency, while operators see uniform, comparable data across the platform. No manual conversion required.

How are Tokens earned and used to purchase items in the Reward Shop?

Tokens act as the platform’s virtual currency. Players earn them through gameplay, missions, and other engagement activities, then spend them in the Reward Shop. Each item is priced in Tokens. When a purchase is made, the system automatically debits the Token cost from the player’s balance—no real money changes hands—creating a closed “earn → spend” loop entirely within the platform.

What is the “Activity Date Range” filter, and can you give an example of how it works?

Activity Date Range” sets the start and end dates that the platform uses when evaluating player activity (bets, missions, deposits, etc.). The system considers all transactions logged from 00:00 on the start date through 23:59 on the end date in the casino’s timezone.

Example: If you set the range to 1 – 31 July, only activity recorded during July counts toward reports, segments, and gamification rules; actions before 1 July or after 31 July are excluded. In segmentation, Activity Date Range can be configured with various options such as "Is Between Last Month" or "Is greater than or equal to Last Week".

Can Operators configure a mission or tournament so that winners receive two rewards instead of just one?

Yes. You can configure a mission or tournament to grant multiple rewards. In the Rewards section (or from the leaderboard in Tournaments), simply select Add Reward to include an additional prize for the winners.

Do bonus bets count toward accumulating XP Points or Tokens?

Yes. Bonus bets can be included in Token accumulation for tournaments, depending on how your Virtual Currency settings are configured.

In Settings > System Settings > Gamification, you can choose a Contribution Type that includes Bonus Money:

• Total Bet Amount (Real Money & Bonus Money) – Both real and bonus wagers contribute to Token earnings based on the defined percentage.

• Total Round Count (Real Money & Bonus Money) – Both real and bonus wagers contribute to the number of rounds counted for Token earnings

You can also create Token Rules to override the default settings, allowing you to fine-tune how bonus wagers contribute—by game, game category, or game provider.

Do Sports bets generate XPs and Tokens?

Yes — sports bets can generate XP Points and Tokens through Default Contributions.

Default Contributions are provided by the casino via a CSV or Excel file and configured by the Gamanza team.

The file should include:

• contributorID

• contributorName

• Tokens Contribution Percentage

• XP Contribution Percentage

Example scenarios:

• Sports Bet – Football – 100% contribution: a €10 football bet grants the full XP Points or Tokens according to the configured percentage.

• Bet made with bonus money when the rule only counts real money: no XP Points or Tokens are granted.

Can players pay with cash in the Reward Shop?

No; purchases in the Reward Shop can only be made using the casino’s virtual currency (Tokens).

While some external items may display a price in local currency, this value is for reporting purposes only. Players cannot pay with cash or real money; they must use the Tokens they have earned through gameplay, missions, rank rewards, or other configured activities.

What is the "Total Round Count"?

Total Round Count is a contribution type setting that defines how XP Points or Tokens are earned based on the number of rounds played.

• Total Round Count (Real Money only): Counts only rounds played with real money.

• Total Round Count (Real Money & Bonus Money): Counts rounds played with both real and bonus money.

Each round that meets the criteria counts as one occurrence, and the points or tokens granted depend on the contribution percentage configured for that event or game category.

Do Tokens expire, and what is the minimum expiration period Operators can set?

Tokens in Gamanza do not expire by default. They remain in the player’s account indefinitely, unless the Ranks Downgrade feature is enabled and the operator chooses to confiscate Tokens as part of the downgrade configuration.

If this option is activated, the percentage of Tokens to be removed is set by the operator, and the removal happens only when a downgrade occurs — not on a timed expiration.

Why doesn’t a player’s reward show as “claimed” even though they completed the mission?

Rewards are not automatically assigned when a mission is completed. Players must actively claim the reward through the Widgets:

1. The pending rewards appear in the Widgets section.

2. The player needs to click the chest.

3. A confirmation screen will appear with a “Claim” button.

4. Once the player clicks “Claim”, the system assigns the reward and it is reflected in the player’s account.

This ensures the player actively acknowledges and collects their rewards.

What’s the API to credit XP to many players at once?

Operators can use POST /v1/platform-api/xp-bulk/credit for bulk XP crediting. Handle 202/4xx/5xx responses appropriately.

Can Operators credit virtual currency coins too?

Yes, Operators can credit virtual currency (Tokens) manually, just like XP Points or Boosters.

In the Manual Reward window, under the player card, Operators can choose the virtual currency (tokens, xp points, and others) and then Add or Remove them.

The transaction is then reflected instantly in both the player’s Token balance and the My Rewards list, labeled with the Gamification Source: Manual, ensuring it’s fully traceable and auditable.

Can Operators assign multiple reward types in a single request?

Yes. They can configure a rewards bundle (for example, XP booster + tokens + XP) in one assignation.

What are the best practices when assigning rewards?

Operators should provide meaningful reason/source strings for auditing, implement robust error handling.

Does assigning rewards reflect in the Admin UI and Widgets?

Yes. Assignations appear in “My Rewards,” the Admin interface, and frontend widgets when configured.