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Players & support

When a player writes to your support, the agent needs the money context of that conversation before replying. The Players page (requires the Support permission) provides it.

Player lookup​

Search by anything a player can actually quote in a chat: their in-game wallet handle, nickname, or the player id from a receipt. The list shows, per player:

  • Deposited — the amount actually credited (approved/completed deposits) and how many.
  • Balance — the live real balance at this moment.
  • Withdrawal issues — how many requests were ever held or rejected, plus how many are open right now.

Player card​

Opening a player shows the full support context:

  • Money snapshot — balance now, lifetime deposited, lifetime withdrawn, and the amount currently locked in pending/on-hold withdrawal requests.
  • Withdrawals first — every withdrawal request with status, verification state, and — for held/rejected ones — the reason applied (both the machine code and the player-facing text the player saw). If an approved payout failed on-chain, the broadcast error is shown too.
  • Deposits — the latest deposits with statuses, so "my deposit didn't arrive" tickets are answerable at a glance.

:::tip Typical flow Player writes "where's my money?" → search their handle → the card shows a withdrawal ON_HOLD with reason verification_required and the exact text they saw → you know the answer before typing a word. :::

Withdrawal reasons​

Under Withdrawal reasons (requires the Reason presets permission) you manage the preset messages applied when a payout is held or declined for players from your domains. Each preset has a machine code (stable, for analytics) and player-facing texts per language. The text a player saw is snapshotted on the request — editing a preset later never rewrites history.

Session recovery​

If a player lost their session (registered in incognito, cleared cookies), issue a one-time login link via the API — POST /v1/leads/{id}/login-link. The player re-enters as the same user with balance and progress intact. Links are single-use, expire in 72 hours, and are rate-limited.