FAQ: Bonuses

What should I do if I encounter errors when issuing bonuses?

Errors when issuing bonuses can occur for various reasons. One common error is the “Read timed out” error, which means our system sent a request to the platform servers but did not receive a response within the specified time. As a result, the attempt is marked as a failure, and our system will not repeat the request automatically.

Understanding the “Read timed out” Error:

• Cause: This error occurs when the platform server does not respond within the designated timeframe.

• Effect: The bonus issuance attempt is marked as a failure.

If you encounter this error, it is recommended to contact your platform provider first, as the issue originates from the platform's bonus API and not from Smartico.

Bonus Issuing Retry Process:

• Retry Interval: Smartico will retry issuing bonuses every 10 minutes for those in the "NEW" status within the last hour. If retries fail for one hour, the bonus will remain in the "NEW" status.

• Conditions for Retry:

  • Internal Issues: Retries occur only if an internal problem on Smartico side (i.e Network issue) prevented the request from being submitted to the platform.

  • Agreed Conditions: During integration, we can agree to retry upon other failure reasons, provided the platform confirms protection from double bonusing.

• Non-Retry Conditions:

  • Store Bonuses: Bonuses received from the store will not be retried.

  • Platform Responses: Any explicit response received from the PAM (Player Account Management) system concludes the automated retry process, and any platform-returned error is marked as a failure ("Redeem Failed").

• Manual Re-Send Conditions:

  • Store Bonuses: Bonuses that are bought from the store cannot be manually re-sent.

  • Bonuses issued from other places: Bonuses that are issued from mini-games, missions, campaigns, automation rules, etc., can be manually re-sent.

Template Updates & Retries: Retries always use the configuration captured when the bonus was first created. If you update a Bonus Template to fix an error, the fix only applies to new bonuses. Any existing bonuses stuck in NEW or Redeem Failed must be canceled and re-issued fresh.

Bonus History can always be expanded to view the call made by Smartico and the response received by the platform:

To inspect the details of an issuance attempt:

1. In the Back-Office, open Bonus History (or navigate to the player's profile and select the Bonus History tab).

2. Click on the bonus row to expand it.

3. Open the HTTP Call History section to view the request payload sent by Smartico, the HTTP status code, and the response body returned by the platform.

Additional Help:

If you continue to experience errors after consulting with your platform provider, please contact Smartico support with detailed information, including:

• The specific bonus involved

• The timeline of the issue

• Any relevant logs or screenshots

• Link to our backoffice to the case in question

Bonus Safety Cap Limits:

Smartico includes automatic safety cap limits to protect against accidental over-issuance:

• Bonus cap count reached (Error 11008): The player has reached the maximum permitted number of bonuses within a rolling 24-hour window (default limit is 30 bonuses per player per 24 hours).

• Bonus cap amount reached (Error 11013): The cumulative value of bonuses awarded to the player within the defined time period has reached the configured monetary cap.

When a safety cap limit is reached, Smartico blocks the bonus before sending any request to the platform and marks the attempt as "Redeem Failed" with the respective cap error.

By understanding the causes and handling of bonus issuance errors, you can better manage and troubleshoot these issues.

Why does Smartico show a bonus as "Redeemed" while the operator platform shows it as "Active"?

These statuses represent different stages in the bonus lifecycle across two systems:

• Smartico ("Redeemed"): Indicates that Smartico successfully delivered the bonus instruction to your platform's bonus API and received a success confirmation. Smartico's role as issuance middleware is complete.

• Operator Platform ("Active" / "In Progress"): Indicates that the bonus is active in the player's account and available for gameplay. The platform updates its own status to completed once the player finishes wagering or uses all free spins.

For more information about bonuses and their status, read Bonus Statuses here.

For details on automated calculation of bonus values using player formulas and metrics, see the Dynamic Bonuses section.

Can Smartico track remaining free spins or wagering progress for a player?

No. Spin consumption, remaining balances, and wagering progression are managed exclusively within the operator's casino platform and game provider systems. Smartico records the successful delivery of the bonus template and the platform's confirmation response, but does not monitor subsequent gameplay rounds or real-time spin balances. To verify remaining spins or round history, use the external transaction ID from the bonus HTTP call log in your platform's reporting tools.