Production Update 1.2.6
Summary
Hotfix for players and support staff. Support tickets are easier to open, follow, and close. A game that is only briefly out of date still accepts a deposit. GameVault and Las Vegas Sweeps no longer block a deposit or cash-out when the game is actually working.
Improved
- Players open Help & Support, send a ticket, and follow the reply in My tickets. When support has answered, the ticket shows a new-reply mark. The player can say the problem is fixed, or say they still need help.Module: Support · Portal: Player
- Support staff open Support Tickets on the list that needs a reply. They can open one ticket, answer it, assign it, and update several tickets together.Module: Support · Portal: Admin
Fixed
- A player can still put money into a game when that game’s balance is only briefly out of date. The game closes for new deposits only after the balance update has failed three times in a row. While it is closed, the player sees the game as under maintenance.Module: Game providers · Portal: Player
- GameVault and Las Vegas Sweeps accept a deposit and a cash-out back to the wallet when those games are working. They no longer stop the player with an unavailable message just because the game was set up.Module: Game providers · Portal: Player
- A player who is signed in and opens a support ticket sees their own name in the top bar, the same as on the rest of the app.Module: Support · Portal: Player
Affected Modules
- Support
- Game providers
- Player deposits
Affected Portals
- Admin Portal
- Player Portal
This note is for players, support staff, and QA. It says what you see on the screen and what “pass” looks like. It does not describe how the system was built.
This is a hotfix. The Open Defects list on Version 1.2.5 is unchanged. Do not close those items from this page.
What to test
| Who | What you should see | Pass when |
|---|---|---|
| Player | Help & Support: send a ticket, read the reply, close it or ask again | The conversation stays on that ticket. Email arrives. Unread mark clears after you open it |
| Support staff | Support Tickets opens on tickets that need a person | Needs action is not the full history. Reply, assign, and close work |
| Player | Put money into a game whose balance is only a little out of date | The deposit is allowed |
| Player | Same game after the balance update has failed three times in a row | The deposit is blocked and the game looks under maintenance |
| Player | Deposit and cash-out on GameVault and Las Vegas Sweeps while those games are up | Both succeed. You are not told the game is unavailable |
| Player, signed in | Open one of your support tickets | The top bar shows your account, not the guest bar |
1. Player — asking for help
Where: Player app → Help & Support
What was awkward before: Support was harder to follow. A reply could be missed, and a finished ticket was not clearly closed or reopened.
What you see now
Two tabs: My tickets and New ticket.
Send a new ticket
- Open New ticket.
- Pick a topic. The screen tells you how soon a reply usually comes, and what to include (amount, time, what you saw).
- For a deposit, withdrawal, or payment problem, you can point at the payment this is about. That step is optional.
- Write what happened and send.
You can open 5 tickets in one day. After that, the screen asks you to reply on a ticket you already have.
Follow it
- Open My tickets.
- Each row shows where it stands: Received, In progress, Resolved, or Closed.
- When support has written back, that row says there is a new reply. The support button shows the same count. Tap it and you land on My tickets.
- Open the ticket. You and support are in one conversation. Support also emails you.
- Times follow the language you are using (English or Spanish).
When support says it is fixed
The ticket asks Did this solve it?
- Yes, close ticket — the ticket closes.
- No, I still need help — write what is still wrong. The ticket opens again.
If you do not answer, the ticket closes by itself after 72 hours. You can still write on a resolved ticket and it opens again. If it closed because nobody heard back, a reply within 7 days opens it again.
Email link
The link in the email works for 30 days. After that, sign in and open the ticket from My tickets. You only see tickets on your own account.
What QA should record
- A new ticket appears in My tickets and in Admin Support Tickets with the same number.
- A staff reply shows as unread for the player, then clears after the player opens it.
- The email matches the reply in the app.
- Close, and “I still need help”, do what the buttons say.
- A sixth ticket on the same day is refused, with the message to reply on an existing ticket.
- Another player cannot open this ticket.
2. Player — top bar on a ticket
Where: Signed in → open a support ticket
What was wrong: The top of the ticket page looked like the page for someone who is not signed in. Your name was missing.
What you see now: The top bar is the same logged-in bar as the rest of the app, with your account on it.
Pass: Sign in, open a ticket. Your account is in the top bar. Sign out and the guest bar is back.
3. Support staff — working the queue
Where: Admin → Support Tickets
What was awkward before: The list was hard to use as a day’s work. It was not obvious which tickets needed a reply, who owned them, or which ones were late.
What you see now
The page opens on Needs action: new tickets, and tickets where the player wrote last. That is not every ticket ever opened.
| Tab | You are looking at |
|---|---|
| Needs action | New, or the player is waiting for you |
| Mine | Open tickets assigned to you |
| Unassigned | Open tickets nobody owns yet |
| Waiting on player | You already replied |
| Overdue | The first reply is late |
| Resolved & closed | Finished |
| All | Whatever the filters match |
Click a row. The ticket opens on top of the list: the conversation, the player, and what you can do. A link from a notification opens that same ticket.
You can select several rows and Assign to me, change how urgent they are, mark them resolved, or close them.
Labels on a ticket
- Where it stands: New, Needs reply, Waiting on player, Resolved, Closed.
- How urgent: Urgent, High, Normal, Low.
- A deposit, withdrawal, or payment ticket starts at High.
- A Platinum or Diamond player is one step more urgent (High becomes Urgent).
- How soon the first reply should arrive (the player sees this as the
usual wait):
- Withdrawal — 1 hour
- Deposit, payment, kiosk problem, password reset — 2 hours
- Account or email verification — 4 hours
- A general question — 24 hours
- Overdue means that wait has passed and nobody has replied yet.
- Why it was closed: Resolved, Duplicate, Spam, or No response from the player. The player can also close it after they confirm it is solved.
What QA should record
- Landing on Support Tickets shows Needs action, not the full history.
- Reply on a ticket. The player sees it, and the ticket moves to Waiting on player.
- The player replies. It comes back to Needs action.
- Assign to me moves it to Mine.
- Resolve, then the player chooses “I still need help”. The ticket is open again.
- Two tickets selected, one bulk action, both update. A ticket that cannot update stays selected and you see why.
4. Player — putting money into a game
Where: Player app → move money into a game
What was wrong: If a game’s balance was even a little out of date, the player could not put money into that game. It looked the same as a game that was actually down.
What you see now
- The balance has failed to update once or twice. You can still put money into that game.
- The balance has failed three times in a row. You cannot start a new deposit into that game. It shows as under maintenance, same idea as 1.2.5.
- A game whose balance is up to date is unchanged.
Taking money back out is a separate check. See the next section for GameVault and Las Vegas Sweeps.
Pass
- Use a game that has missed its balance update once. Start a deposit into that game. It is allowed.
- Use a game that has missed it three times in a row. The new deposit is refused and the game looks under maintenance.
- A healthy game still accepts a deposit.
Ask whoever prepares the test games which title is “missed once” and which is “missed three times”. Do not guess from the lobby alone.
5. Player — GameVault and Las Vegas Sweeps
Where: Player app → GameVault, and Las Vegas Sweeps
What was wrong: Putting money in, or taking money back to the wallet, could stop with a message that the game was unavailable even when the game was working and already set up.
What you see now: If the game is up, the deposit goes through and the cash-out back to the wallet goes through. If the game is really down, you still see that it is temporarily unavailable, and you are asked to try another game or try later.
Pass
- While GameVault is up: deposit in, then cash out. Both succeed.
- Same two steps on Las Vegas Sweeps.
- While one of them is actually down: the move stops and the message says that game is temporarily unavailable. The other games still work.
Other games are not part of this fix. Do not fail them from this case.