FAQs - Operations & Support

What are the Support Desk service hours and how can operators get in touch?

Our Support Desk is available during business hours from 5:00 AM to 4:00 PM Costa Rica time. Outside of business hours, our on-call team is available to handle urgent issues.

Operators can contact support in two ways:

• Email: [email protected]

• Service Desk Portal: https://gamanza-engage.atlassian.net/servicedesk/customer/portal/4age

What are the standard SLAs for incidents?

P0 – Blocking	Complete outage or loss of core services.	Immediate response and resolution as soon as possible.
P1 – Critical	Major disruption of critical functions (e.g., rewards or points not working).	Immediate response, resolved as soon as possible.
P2 – Medium	Partial disruption without affecting core calculations.	Responded within SLA, resolved in the next planned update.
P3 – Minor	Minor issues with low or cosmetic impact.	Responded within SLA, resolved in future updates at discretion.

Where can operators check real-time incident status?

Operators can view real-time service status, incident history, and ongoing updates directly through the Gamanza Engage Service Desk.

Access here: https://gamanza-engage.atlassian.net/servicedesk/customer/portal/4age

How is data separated between brands in multi-brand setups?

In a multi-brand tenant, all assets and data are organized using a Brand ID. This ensures that:

• Campaigns, Segments, and Templates are only visible and selectable for the brand they belong to.

• Analytics and Unsubscribe Reports include Brand ID filters, so results are tracked and reported per brand.

• Messaging configurations (Email, SMS, Push) and visual settings (onsite notification styles, email sender details) are separated by brand.

This separation guarantees that each brand’s activity, reporting, and communication remain independent, even when managed under the same tenant.

How do Default Contributions work and how are they set up?

Default contributions define the base percentage of a player’s bet or win (casino or sports) that is converted into XP Points or Tokens.

They are:

• Configured by the Gamanza team via CSV/Excel (with contributorId, name, percentage, type).

• Not editable directly by operators — changes must be requested through your Client Success Manager.

• Global contributions can be applied using a wildcard (*).

• The foundation for rewards, which can be further refined with Contribution Rules in the Admin UI.

Can contributions be configured differently for each country?

Default contributions apply at the casino or sports category level, not by country.

However, operators can still create country-specific strategies using Contribution Rules or CRM segmentation.

• Contribution Rules: to adjust the XP or Token yield for selected games or scenarios.

• Segmentation in CRM: to target players in different countries with tailored campaigns or rewards.

How do products from Prizeshark become available in the Admin?

Operators can import products from the Prizeshark Catalog into the Gamanza Admin by uploading a CSV file. The file must include: Reward Id, Product Name, Description, Categorization, Brand, Image URL, Cost (including delivery), and Currency. Once uploaded, products appear in the Admin for use in the Reward Shop.

What happens when a new Prizeshark CSV is uploaded?

Uploading a CSV will add new products from the Prizeshark Catalog or update existing ones. Existing products are never deleted automatically—if an item needs to be removed, it must first be deactivated in the Reward Shop before being deleted in the Admin.

What is Multi-Currency and how does it work?

Multi-currency allows operators to support players using different local currencies while keeping all calculations standardized in the operator’s default system currency. Players continue to see bets, deposits, and rewards in their local currency, while the system automatically converts them into the default currency. This ensures XP, Tokens, and reporting remain consistent and accurate across all markets.

If you’d like to review or update your current contribution setup, please contact your Client Success Manager for support.

How do short URLs work in SMS campaigns?

Short URLs replace long links in SMS messages to save space and improve usability. Each click is tracked in campaign analytics, with special handling for activation and unsubscribe links.

For support setting up short URLs for your SMS campaigns, please contact your Client Success Manager.

How are SMS costs calculated in the platform?

SMS costs depend on two main factors: the recipient’s mobile operator and the length of the message.

• If an SMS has 160 characters or fewer, it is counted as 1 message.

• If it has more than 160 characters, it is split into multiple parts. Each part is billed as a separate SMS, even though the player receives it as a single message on their device.

  • Example: A 250-character message is counted as 2 SMS.

  • A 320-character message is counted as 3 SMS.

For detailed pricing or cost breakdowns specific to your account, please contact your Client Success Manager.

Why is the Unsubscribe URL important for operators?

The Unsubscribe URL ensures players can easily opt out of SMS or email campaigns, keeping your communication compliant, transparent, and player-friendly.

When a player clicks the link, the system:

• Updates the player’s preferences in real time.

• Sends an unsubscribe event to Analytics, so operators can track opt-outs by campaign and channel.

This helps operators manage campaigns responsibly while maintaining trust with players.

For support setting up Unsubscribe URLs, please contact your Client Success Manager.

Does the system log communications sent to self-excluded users?

Yes. All attempted communications are recorded in the audit log, even if delivery is blocked, ensuring operators have a full compliance trail.

How can operators control daily bonus limits across different jurisdictions?

Operators can manage bonus limits directly in the CRM by:

• Using segmentation to target players by country or jurisdiction.

• Setting reward caps or frequency caps in campaigns, so players cannot receive more than the allowed bonus in a day.

This ensures campaigns stay compliant with local regulations while remaining flexible to operator needs.

How are bonus amounts and prices shown correctly when players use different currencies?

To display bonus amounts and prices in a player’s local currency, operators must request multi-currency bonuses instead of standard bonuses. With this configuration, the system converts values into the player’s local currency, while calculations remain standardized in the operator’s default system currency.

This setup ensures that players always see promotions and rewards in their local currency, while reporting and contributions stay consistent across markets.

Please contact your Client Success Manager if you’d like to enable multi-currency bonuses for your brand.

Are maintenance windows announced in advance?

Yes. Planned maintenance windows are announced to operators in advancen with at least 1 week in advanced

How can operators delete a player’s personal data across the whole platform?

How do we configure single sign-on (SSO)?

Gamanza does not use Azure Active Directory (Azure AD). Instead, SSO is managed through the platform’s own authentication framework.

How is IP whitelisting handled for admin console access?

IP whitelisting is not required in the staging environment, since staging is only used for testing and does not hold real player data.

For the production environment, IP whitelisting is enforced to protect live player data and ensure compliance with regulatory standards. Clients should contact their Client Success Manager to request the IPs that need to be whitelisted.

Can on-site widgets be customized to match brand style guides?

Yes. Widgets can be branded through the lookAndFeel config, which supports custom fonts, colors (including light/dark mode), and assets like avatars. Direct CSS overrides aren’t recommended—use the config to ensure consistency and accessibility.

Why is an Unsubscribe URL required?

An Unsubscribe URL is needed to comply with regulations, give players control over their communications, and improve campaign management. It also allows operators to track opt-outs for analytics and ensures a better player experience by offering a simple way to stop receiving messages.

What is needed to enable push notifications for the Median app?

Push notifications for the Median app require OneSignal to be configured for iOS and Android before publishing (including push certificates and capabilities). If Gamanza Widgets are enabled, they handle OneSignal subscriptions automatically—no extra script in the casino frontend is required.

How to configure a new tenant?

The setup of a new tenant may involve additional contractual arrangements and costs. If a new tenant is required, please contact your Client Success Manager to discuss the request and receive further instructions.

What does the “Failed to Fetch” error mean when logging into PEP?**

This message indicates that the PEP service could not be reached. This may be caused by:

• Network issues: unstable internet connection or firewall restrictions.

• API/URL configuration: incorrect or unavailable endpoints.

• Authentication: expired or invalid credentials.

If refreshing the page and checking your connection does not resolve the issue, please contact your Client Success Manager or raise a Service Desk ticket.

Can we use a CSV to upload games?**

Yes. Operators can upload game data in bulk using a CSV file. Each row must include the game ID, name, and related properties such as category, provider, thumbnails, and launch URL. The CSV upload will overwrite existing entries, with the game ID always serving as the unique identifier.

To upload games, go to Settings > Casino Catalog or Settings > Sports Catalog, where you will find the option to upload a CSV.

Can contributions be configured by country?

No. Contributions are always configured at the category level (casino or sports) and in the system’s default currency. For players in other markets, activity is automatically converted to the default currency before XP and Tokens are calculated.

Country-specific strategies can still be applied using Contribution Rules or CRM segmentation, which allow operators to tailor rewards and campaigns per market.

Please contact your Client Success Manager for support with multi-currency and country-specific setups.

What are Marketing Preferences?

Marketing preferences are the settings that define how players choose to receive—or not receive—marketing communications such as email, SMS, and push notifications.

Players can update their preferences through unsubscribe links in campaigns or via the unsubscribe page. Once updated, the system automatically records the change, stops sending communications through the opted-out channels, and logs the event for compliance and reporting.

What is Prizeshark?

When Prizeshark is enabled:

• Products are imported from the Prizeshark catalog into the Admin.

• Players can purchase these items in the Reward Shop using Tokens.

• Orders are automatically sent to Prizeshark, which handles fulfillment and shipping.

Note: Product details (name, image, price) are managed via CSV import from the Prizeshark catalog .

For activation of Prizeshark integration and specific commercial details, please contact your Client Success Manager.

How are Prizeshark products uploaded into the Admin?

Products can be uploaded in bulk by going to Gamification > Prizeshark Catalog and selecting Upload CSV Catalog. The CSV must include columns such as Reward Id, Product Name, Description, Categorization, Brand, Image URL, Cost (including delivery), and Currency.

Uploading a new catalog does not remove or overwrite the existing products in the system. New uploads are added alongside the existing items.

How do Sports contributions work in placed bets and settled bets?

Sports contributions can be configured to calculate XP and Tokens in two ways:

• Placed bets: XP and Tokens are awarded as soon as the player places a bet, regardless of the outcome.

• Settled bets: XP and Tokens are awarded only after the bet is settled and the result is known.

This flexibility lets operators decide whether rewards should be given immediately at bet placement or only once outcomes are finalized.

How do roles work in Gamanza?

Roles define what each user in the Admin can or cannot do.

• Super Admin: full access to all modules and the ability to create or edit roles.

• Custom Roles: can be created and managed directly in the Admin under Settings > Roles, allowing operators to define tailored permissions (e.g., Marketing Manager, Support Agent).

• Access Rights: permissions are granted per module (CRM, Gamification, Reward Shop, Settings, Withdrawals, etc.) and can include view, edit, create, or delete.

How do cashouts work in Settled bets and Placed bets?

A cashout is treated as a separate transaction type, since the player closes the bet before the sporting event ends.

• If contributions are set to Settled bets, cashouts do not generate Tokens or XP because no Settlement occurs.

• If contributions are set to Placed bets, the contribution is granted at the moment the bet is placed, so players can still earn Tokens or XP even if the bet is later cashed out, won or lost.

Note: The contribution granted under Placed bets for cashouts is minimal and designed not to create opportunities for abuse.