GDPR FAQ
What is Gamanza Engage (PEP)?
Gamanza Engage, also known as the Player Engagement Platform (PEP), is a comprehensive platform designed to enhance player engagement through gamification and loyalty features. PEP offers a variety of tools and resources aimed at transforming gaming experiences by creating hyper-personalized journeys for players. It includes integrations that require minimal setup, allowing for seamless interaction with casino games and sports transactions.
Key features of Gamanza Engage (PEP) involve providing operators with insights into real-time player activity via API gateways for integration between operators' platforms and the PEP. This allows efficient retrieval of player information for gamification and loyalty system integration. PEP uses reactive data streaming to allow real-time decision-making and immediate processing of gamification, segmentation, and CRM interactions.
With updates across different modules, PEP also includes functionalities for more targeted marketing potential, such as Gamification-Based Segments to help create player segments. It integrates PrizeShark products into the reward shop and has features like Mission Bundles and Booster Validity Time. Moreover, operators can manage player categories, XP point systems, token rules, and reward shops to optimize engagement.
What basic profile and contact data are used for CRM?
The basic profile and contact data used for CRM typically include personal information such as Player ID, first name, last name, gender, phone number, email, and username. Additionally, it includes details like language, currency, birthdate, nationality, and address information, such as country, city, street, and postal code. This data enables personalized marketing efforts, targeting based on demographics, behavior patterns, and customer preferences.
Do you collect shipping details?
Yes, Gamanza does collect shipping details, particularly when players are required to fill out their shipping information to receive an item from the rewards shop.
How does player sign-in work with widgets?
The player sign-in process with widgets in Gamanza Engage involves using an identity token for authentication. It is mandatory that operators configure the widgets with this token to authenticate players as they access the widget features. This process ensures secure player requests to the platform. The widgets need to be initialized with a configuration object through the GamanzaEngageClient.init function when the widgets are loaded. Verification of the player's session using the Player Verify Session endpoint is crucial for securing and maintaining the player's session and connection with the Gamanza platform.
What is a “Player ID”?
A "Player ID" is a unique identifier assigned to each player within the Gamanza platform. This ID is a unique string that is crucial for managing player data as it is used across various functionalities, including registration, updates, and searches within the platform. It is a required element for identifying players when accessing or modifying their data, such as through API endpoints for player updates or deletions. Additionally, the Player ID is utilized in CRM systems for tasks like assigning custom data and associating players with campaigns.
Do you track login and logout?
Yes, Gamanza does track login and logout activities. The system's documentation includes a section on player events, which covers various events related to players, such as "Login" and "Logout." There are specific endpoints for handling these events, like the "rx-events-controller-logout" for logout activities. Additionally, login events are part of the Event History feature, which captures player actions during conversion tracking. Logs for user actions, including logins and possibly logouts, are recorded in the User Logs section of the Gamanza Player Engagement Platform.
Do you process account verification and KYC status?
Yes, Gamanza provides support for processing account verification and KYC status through its platform. The Gamanza Engage platform includes events like "Account Verified" and "KYC Verified," which can be managed through specific API endpoints. The account verification can be done through channels such as Email and SMS, and details related to this process are available in the platform's documentation. The API endpoints for managing these events are structured to assist in verifying accounts using the necessary parameters.
What gameplay data is used?
Gamanza focuses on transforming its customers' experience into a personalized journey using gamification and CRM tools. The gameplay data used by Gamanza includes various components:
Missions and Actions: Players are encouraged to perform specific actions such as making deposits, logging in, or playing rounds to earn rewards.
Points and Levels: It includes systems for tracking points, ranks, and levels, which are integral to the gamification process.
Rewards and Currency: Players can earn a virtual currency called "Dolarz" or other rewards through their gameplay, which can be used in the reward shop to purchase bonuses or items.
Tournaments and Competitions: The system records player participation in tournaments, tracking details like the tournament name, duration, and type.
CRM and Segmentation: The CRM system allows for targeted communications and marketing strategies using real-time data, enhancing player retention and reactivation.
Front-End Integration: There are features like a gamification data widget, rank downgrades, and a rewards shop, which are part of the front-end integration.
These elements of gameplay data help Gamanza offer a personalized and engaging experience for players, thus driving customer loyalty.
What about sports betting?
Sports betting in the Gamanza platform involves several concepts such as Bet Types, Odds, and various objectives related to sports events. Here are some key points:
Bet Types: Gamanza supports both Single and Multiple selections for sports bets. A Single bet involves one sports selection, while a Multiple bet includes more than one selection.
Objectives: In sports betting, Gamanza allows the creation of objectives that can include conditions like the Quantity of Bets and Total Bet Amount. These conditions need to be fulfilled to complete an objective. Additionally, sub-conditions such as specific Sports, Tournaments, Teams, and Markets can be chosen.
Odds: The platform uses Decimal Odds which are represented as a range. This is used in setting the objectives based on the odds threshold.
Gamification: Gamanza incorporates gamification aspects into sports betting. For instance, it uses mechanisms like BET, SETTLEMENT, and CASHOUT stages to foster engagement and loyalty.
Win Events: A win is defined as a Settlement or Cashout where the amount exceeds the original bet amount. This is crucial for objectives like the Sports Win event, which involves achieving a positive outcome from a bet.
Metrics: The platform tracks several metrics related to sports betting, including Total Bet Amount, Total Bet Count, Sports Turnover, and Sports Markets Turnover, which help in analyzing and managing betting activities.
What “gamification state” is kept about me?
The gamification state kept about you in Gamanza's system includes several components such as your current rank, level, tokens, and experience points (XP). This information is displayed in your player card. The system also allows you to adjust (add or remove) your level, tokens, and XP points while tracking their history in terms of credits, debits, bet amounts, and balances. Furthermore, the gamification system provides details on rewards earned, the tournaments you have participated in, mission history, and reward shop purchases.
Can I see my gamification progress?
To view your gamification progress with Gamanza, you can access the "Player Card" within the platform. The Player Card provides a centralized view of your details, including gamification progress in various sections like "My Rewards," "Tournaments," "Mission History," "Reward Shop History," and "Token Adjustments and History."
Here's a breakdown of what you can see:
My Rewards: View earned rewards, including their source, type, and activation status. You can also filter these rewards by date, source, and type.
Tournaments: Insight into past and ongoing tournaments you've participated in.
Mission History: Displays completed missions with details like names, completion timeframes, and priority levels.
Reward Shop History: Shows purchases made in the Reward Shop, including item names, types, dates of purchase, etc.
Token Adjustments and History: Displays your token balance and history of adjustments.
Additionally, your current Rank, Level, Tokens, and XP Points are also displayed in this section.
What is the Reward Shop and what’s stored?
The Reward Shop is an in-site store where users of Gamanza can exchange their accumulated Tokens for various digital or physical items. These items may include Bonus Offers, Free Spins, Boosters, and physical products such as TVs, iPhones, and Apple watches.
The items, prices, and requirements for purchasing in the Reward Shop are configured by the users in the backend. The Reward Shop Library displays all available items, which can be filtered and searched by parameters like item Name, Status, Type, Tags, or Ranks. Some details stored in the Reward Shop include the Status of the item (Active or Inactive), Name, Type (such as Bonus, Booster, or External), Stock, Token Price, Real Price, Ranks that can access the items, and Supplier.
Do you store my Reward Shop purchase history?
Yes, Gamanza stores your Reward Shop purchase history. The Reward Shop maintains a library that shows all the items you have purchased, including details such as the status of the item, date of purchase, item name, reward type, quantity, tokens price, real price for external items, and your player ID. There's also a download button available to download your purchase history as an .XLS file.
What are “trigger events” in the CRM?
"Trigger events" in the CRM are predefined actions that occur based on specific events related to a customer's account. These triggers can include actions such as account status changes, password resets, registrations, bonuses granted, deposits, and withdrawals. They are an integral part of campaign management, automatically launching campaigns when certain conditions are met. For instance, an event trigger might be set up to automatically thank a player after a deposit milestone is reached, or to send a "Welcome back" message when a customer logs in after a period of inactivity.
Can the casino add its own custom player attributes?
Yes, casinos can add their own custom player attributes using Gamanza's platform. The Gamanza Engage platform offers the capability to "Upsert Player's Custom Data" through its CRM system. This means casinos can configure alternate information into player profiles by using custom data fields like String, Number, Boolean, Date, or Selector types, allowing for single or multiple selections from a list of choices. The custom player information can be added directly via API or using CSV upload methods.
Can Gamanza or casino staff edit my custom attributes in PEP?
The documentation does not specifically state whether Gamanza or casino staff can edit custom attributes in the PEP. While there is information about operators managing aspects like account statuses and other platform configurations, the ability to specifically edit custom attributes for players is not explicitly detailed. Custom attributes can include data types such as boolean, number, and option, which can be added or updated via API. To determine if this capability exists, specific documentation or guidance from Gamanza would be needed.
Which communication channels are supported?
Gamanza supports multiple communication channels for engaging with players. These include:
Email
SMS
Web Push Notifications
In-App Push Notifications
On-Site Notifications
The platform also offers a Multi-Channel Support feature, allowing users to send communications via multiple channels simultaneously. This is particularly useful for ensuring that players receive important notifications or any urgent information. Additionally, Gamanza Engage supports A/B testing using these channels.
How do opt-ins and channel preferences work?
Opt-ins and channel preferences in Gamanza Engage are primarily managed through an API endpoint where a player can enable one or more communication channels like Email, SMS, Phone, and Post. This process involves sending a POST request to the endpoint /rx-api/players-data/v1/opt-in with the necessary parameters such as playerId, optIn (an array specifying the channel and whether to enable it), eventDate, and brandId.
Marketing Preferences can be adjusted by changing the status of a specific channel from False to True. This includes selecting or deselecting channels for communication. However, it is cautioned that repeated toggling of these preferences can be abused.
Overall, opt-ins are a way for players to consent to receive communications via their preferred channels, and these preferences can typically be adjusted either by the player themselves or potentially by customer support through a backend system.
Will I get marketing if I haven’t opted in?
Unfortunately, I don't have information in the search results regarding whether marketing communication from Gamanza will be sent if you haven't opted in. Documentation needs to be either created or uploaded to provide a reliable answer to this question.
Why do you use language and currency?
Gamanza uses language and currency to enhance the personalization and enjoyment of the customer experience, as well as to support various operational needs. By including language options, Gamanza ensures that communications are delivered effectively to the right audience, promoting engagement and loyalty. The integration of currency, on the other hand, allows for the use of multiple currencies within their system, with exchange rates converting these to a base currency for standardization. This supports reporting, segmentation, and helps in internal operations, such as gamification and loyalty program management. Additionally, Gamanza's gamification engine supports all currencies globally, which adds flexibility and accessibility for users across different regions.
Why is birthdate collected?
Birthdate is collected as part of the player data in Gamanza's CRM system. This information is used for customer segmentation, personalized communication, and campaigns. Specifically, it assists in sending "happy birthday" campaigns to players, enhancing player engagement and experience.
Why store address and nationality?
Gamanza stores customer address and nationality for several key reasons:
Demographic Targeting: Storing nationality and address country aids in demographic targeting campaigns, allowing more personalized marketing strategies.
Personalization and Communication: This information is used to personalize offers and directly communicate with customers in a meaningful way, considering their preferences and demographic details.
Legal and Compliance: It is essential for fulfilling contractual and legal obligations, achieving the purposes for which the data was collected, and complying with applicable laws and regulations.
Market Research and Service Improvement: Address and nationality data contribute to market research and improvements in service delivery, ensuring that Gamanza can offer relevant and effective services.
This data collection aligns with Gamanza's commitment to transforming customer experiences into personalized and engaging journeys.
Do you use my data to train prediction models?
Gamanza uses predictive models to enhance services and personalize user experiences, which involves analyzing data to identify high-value customer segments. However, the privacy of personal data is taken seriously, and data is processed in compliance with relevant data protection laws like the Swiss Federal Act on Data Protection and the GDPR if applicable. For specific details on data usage, contacting the Customer Success Manager or consulting the privacy policy may provide more insights.
What are the legal bases for processing my data?
The legal bases for processing your data typically include:
Consent: If you have given consent for specific purposes, like subscribing to newsletters. You can withdraw your consent at any time.
Contractual Necessity: Processing is necessary to perform a contract with you or take steps to enter into a contract.
Legal Obligation: Processing is required to comply with legal obligations.
Legitimate Interests: Processing is necessary for legitimate interests pursued by the company, such as improving services, marketing, or preventing fraud.
Public Interest or Official Authority: Processing carried out in the public interest or in the exercise of official authority.
Do you rely on consent for everything?
Gamanza relies on consent for processing personal data in specific situations. If consent is given for particular uses, such as subscriptions to newsletters, Gamanza processes personal data based on this consent. It is also mentioned that consent can be withdrawn at any time, though it does not affect the processing activities that have already occurred based on prior consent.
Aside from consent, Gamanza may have other legal bases for processing data, such as contractual necessity or compliance with legal obligations.
For cookie use, Gamanza provides options for managing consent, allowing users to choose not to allow certain types of cookies. This respects users' privacy preferences while still adhering to necessary functionalities on their platform.
Can I withdraw consent?
Yes, you can withdraw your consent at any time. This will not affect the lawfulness of data processing based on consent before its withdrawal. If you wish to withdraw consent regarding Google services, you can adjust your settings at Google Ad Settings or for LinkedIn, adjust your ad settings in your LinkedIn account.
How can I access my data?
To access your data in the Gamanza Player Engagement Platform:
Navigate to User Management: Start by clicking on "Settings" from the main navigation sidebar and then select "Users" to view the current user list.
View User Data: Once in the User Management section, you'll see a list of users along with their details such as name, email address, mobile number, and user status. You can search for a specific user using the search bar at the top.
Access Player Data: Within the Player Card section, you can find detailed player information, gamification progress, and engagement history, which includes personal information like player ID, account status, and contact details.
If you need to access specific statistics or logs related to user activities:
Analytics Section: Access detailed statistics for campaigns by selecting the "Analytics" section from the CRM menu.
User Logs: Track user activities across various products and services by viewing logs that include user, date, action type, and related product details.
Can I ask for deletion (“right to be forgotten”)?
Yes, you can request the deletion of your personal data under the "right to be forgotten." To exercise this right, you should contact Gamanza using the contact details provided in their documentation. It's generally free of charge, though you may need to provide proof of your identity to prevent unauthorized access to your data.
Keep in mind that there may be legal or contractual reasons that prevent immediate erasure, such as obligations to store certain data or other overriding interests. Gamanza will inform you of any potential consequences of exercising this right, like the early termination of contracts or costs.
What does “soft delete” vs. “hard delete” mean?
"Soft delete" and "hard delete" refer to different methods of data deletion:
Soft Delete
Operation: Marks data as inactive by moving it to a separate collection.
Visibility: Data is excluded from queries, reports, and operational workflows but remains in the system.
Purpose: Preserves data for compliance and auditing, allowing possible recovery.
Hard Delete
Operation: Permanently removes data after a specified period (e.g., 48 hours).
Reversibility: Offers a cancellation option within the delay period before permanent deletion.
Purpose: Completely eliminates data after cancellation period, making it irrecoverable.
These methods ensure that data management aligns with organizational needs and regulatory compliance.
Can I restrict processing?
Yes, you can restrict the processing of your personal data under certain conditions. This is one of the rights provided by data protection laws such as the GDPR and FADP. If you believe that the processing of your data infringes on your data protection rights, you may request a restriction. It's important to contact the relevant data controller or data protection officer to exercise this right.
Keep in mind that exercising this right may have contractual implications, so it's advisable to understand any potential consequences beforehand.
Can I object to certain processing (e.g., marketing)?
Yes, you can object to certain types of data processing, including for marketing purposes. The right to object applies to processing based on legitimate interests, direct marketing (including profiling), and other specified circumstances. If you choose to object to data processing for marketing, your data will be put on a list to stop further advertising. To exercise this right, you may need to contact the company directly using the details provided in their data protection information.
Can I get my data in a portable format?
Yes, you have the right to data portability with Gamanza. This means you can receive your personal data in a structured, commonly used, and machine-readable format. You can also choose to transmit this data to another controller if you wish. To exercise this right, you may need to provide proof of identity, such as a copy of your ID.
How long is my data kept?
Your data is kept for as long as necessary to fulfill contractual and legal obligations, and for the purposes for which the data was collected. The retention period also depends on legal requirements and business interests. For example, financial data is retained for a minimum of ten years to comply with tax and accounting requirements. Once the retention period expires or the data is no longer necessary, steps are taken to delete or anonymize it unless further processing is needed for legal obligations or claims.
Where is my data stored? Is it transferred internationally?
Your data is stored in compliance with applicable data protection laws. Gamanza engages IT service providers from the EU, the US, and its parent company in Switzerland. For non-EU providers, contracts utilize the European Commission's standard contractual clauses to ensure adequate data protection. Whenever possible, server locations in Switzerland or the EU are prioritized.
Yes, your data may be transferred internationally, including to the USA. Appropriate safeguards are in place for these transfers to comply with the GDPR.
If you have further questions or need more detailed information, it may be necessary to create or access specific documentation regarding your data storage and transfer policies.
How is my data kept secure?
Gamanza ensures the security of your data through several key measures:
ISO 27001 Certification: Gamanza Engage is ISO 27001 certified, ensuring that the company meets international standards for information security management.
Technical and Organizational Measures: The platform implements technical and organizational security solutions, including data encryption, access monitoring, and restrictions, as well as pseudonymization or anonymization and controls to protect personal data from unauthorized access and misuse.
HMAC Signatures for Webhooks: To secure data transmitted via webhooks, Gamanza uses HMAC (Hash-Based Message Authentication Code) signatures to verify the authenticity and integrity of requests.
Compliance with Data Protection Laws: Gamanza adheres to Swiss Federal Act on Data Protection (FADP) and, where applicable, the European General Data Protection Regulation (GDPR), providing a compliant environment for data processing.
Data Transfer Safeguards: The company contracts with IT service providers in and outside the EU, ensuring data protection through revised standard contractual clauses issued by the European Commission and technical measures for adequate protection levels.
These measures collectively ensure that your data is kept secure and comply with relevant privacy regulations. If you have further questions or require specific clarifications, you can contact Gamanza’s data protection officer.
Do you share my data with third parties?
Yes, Gamanza may share personal data with third parties under certain conditions. When data processing is outsourced to third-party service providers, these parties are contractually obligated to process personal data according to applicable data protection laws. This includes service providers from Switzerland, the EU, and the US. For non-EU providers, agreements using the revised standard contractual clauses issued by the European Commission are used, along with technical and organizational measures to ensure data protection. Data may be disclosed to third parties in compliance with legal obligations or with your consent.
Do you use cookies or similar technology?
Yes, Gamanza's services use cookies and similar technologies. By accepting cookies, users agree to enhance site navigation, analyze site usage, and assist in marketing efforts. Gamanza provides users with options to manage their consent preferences, including the ability to allow strictly necessary cookies (which are essential for site functionality) and performance cookies (which help in analyzing site performance). Blocking some types of cookies may impact the user experience and the functionality of services offered.
Are children allowed to use these services?
I couldn't find any information regarding age restrictions for children using Gamanza services. It would be beneficial to check the specific terms and conditions or legal policies directly related to Gamanza for definitive guidance. If this information is critical, creating or uploading the relevant documentation would be necessary.
How do you support responsible gaming?
Gamanza supports responsible gaming through innovative use of gamification and CRM tools. Here are some key strategies:
Educational Rewards: Create missions that reward players for completing responsible gaming education modules, unlocking higher loyalty status upon completion.
Targeted CRM Segmentation: Use CRM to exclude vulnerable players from bonus campaigns and send targeted communications promoting time limits and deposit caps.
KYC Integration: Integrate compliance processes, allowing players to earn points or badges for completing verification steps promptly.
Moderation Challenges: Design short-session challenges that encourage moderation, rewarding players for completing limited quick plays.
Sustainable Behaviors: Reinforce sustainable gaming habits through monthly missions that reward players who set deposit or session limits and take voluntary breaks.
These tools help normalize and celebrate responsible gaming behaviors, creating a healthier relationship between players and gaming platforms.
How do I manage channel preferences (email/SMS/push/on-site)?
To manage channel preferences such as email, SMS, push notifications, and on-site messages within Gamanza's CRM system, you can configure these settings in the "Settings - CRM" section of the PEP platform. Here's a breakdown of how you can manage each type of communication:
1. Email Configuration
From Email and Reply-To: Set the sender and reply-to email addresses to maintain professional communication.
2. SMS Management
Templates: Create SMS templates and manage delivery settings through the CRM platform. Ensure character limits and include any short URLs needed for the messages.
3. Push Notifications
Both Web Push Notifications and In-App Push Notifications can be configured. Utilize CRM channels to tailor these notifications according to user preferences and actions.
4. On-Site Notifications
Configuration and Templates: Customize the appearance and style of notifications using CSS. You can design branded notifications that fit seamlessly into your platform.
Scheduling and Priority: Set up campaigns timing and adjust priorities to ensure notifications do not overwhelm the users. Display a limited number of notifications concurrently to manage user experience.
For further details, individual sections within the CRM documentation such as email and SMS templates, push notification guides, and on-site notification configuration provides comprehensive setup instructions and customization options.
Overall, these capabilities enable sending hyper-personalized and targeted messages across different channels, enhancing user engagement and loyalty. If more information or specific setup guides are needed, additional documentation will need to be consulted or created.
Can I opt out of analytics or segmentation?
Yes, players can opt out of gamification features in Gamanza. This can be done through the profile settings or manually by the support team from the back office. Opting out stops all counters and progress but does not completely remove them, as the option can be reversed at any time and all features reactivated.
However, there is no specific information regarding opting out of analytics or segmentation in the documents available. If this option is important, documentation needs to be created or uploaded to address it.
How are rewards, boosters, and tokens recorded?
Rewards, boosters, and tokens are managed using Gamanza's Gamification platform and recorded through various systems:
Rewards Engine: The platform allows the configuration of reward items, including tokens, XP points, boosters, bonuses, and external bonuses that can be redeemed by the customer. Rewards are configured within the operator's bonus engine and presented in the Rewards Shop.
Tokens: These are the in-game virtual currency used to purchase items in the Rewards Shop. Tokens are earned by actions like playing games, completing missions, or progressing in the ranking system.
Boosters: Boosters provide a temporary advantage to help players accumulate tokens, XP points, or complete missions faster. Configurations for boosters involve setting rates and timeframes.
Purchase History: Each player's card includes a purchase history showing items bought in the Reward Shop, including digital or physical rewards.
API Integration: Rewards, including XP boosters and tokens, can be credited through API requests. Bulk assignments can be requested through the API to manage XP, tokens, and boosters efficiently.
For specific tracking, documentation related to rewards and their usage can be downloaded, listing items purchased, their status, and associated costs.
How do CRM and gamification interact?
The interaction between CRM and gamification involves using gamification techniques to enhance customer engagement and create more personalized experiences through CRM systems. Here's how they typically interact:
Enhanced Engagement: Gamification elements such as missions, rewards, and leaderboards are integrated into CRM systems to boost customer engagement. These elements create a dynamic and interactive experience for users, encouraging them to interact more with the brand.
Personalization: By leveraging CRM data, gamification strategies can be tailored to individual users based on their preferences, behavior, and past interactions. This personalization ensures that the gamification experience is relevant and appealing to each user.
Segmentation and Targeting: CRM systems use real-time data to segment users, allowing gamification strategies to target specific groups, such as VIP customers or players who have reached certain ranks. This targeted approach enhances the effectiveness of marketing campaigns.
Triggering Events: Gamification events, such as completing a mission or reaching a new rank, can trigger specific CRM actions, such as sending personalized messages or rewards. This integration ensures a seamless and cohesive user experience.
Loyalty and Retention: Combining CRM with gamification can significantly improve customer loyalty and retention rates. By making the customer journey more engaging and rewarding, companies can increase customer satisfaction and reduce churn.
Overall, the integration of CRM and gamification creates a robust framework for enhancing customer interaction, personalizing experiences, and building stronger relationships with users through engaging and reward-based systems.
Where can I read more about GDPR?
For more information about the General Data Protection Regulation (GDPR), you can explore resources like:
Official EU GDPR Website: Offers comprehensive details on regulations, rights, and compliance. Visit https://gdpr.eu/.
Information Commissioner's Office (ICO): Provides various guides and resources on GDPR. Check out https://ico.org.uk/ for more information.
European Commission's Data Protection Page: Contains official documents, guidelines, and descriptions of rights. Visit https://ec.europa.eu/info/law/law-topic/data-protection_en.
Gamanza Privacy Policy: Offers insights into how Gamanza aligns with GDPR, including data processing practices and data protection measures.
These resources will provide you with a detailed understanding of GDPR and its application.
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