Player Protection
Show your safer-gambling message, links and helpline, and tell players clearly why their wallet refused a bet
Player protection is what your players are told about safer gambling, and what they read when your wallet refuses a bet. You set it in the back office, separately for sandbox and production. Your own limits and self-exclusion keep working as they do today, in your wallet and when you sign launch tokens; Phoenix shows the information and the reasons, and points players to your pages.
Open It
Open Manage > Your operator and choose the Player protection tab, beside Betting. Phoenix staff open the same tab from Manage > Operators, on the operator's page.
Your Admins can change it. Other staff who can open Manage see it read-only.
What You Can Set
| Setting | Choices |
|---|---|
| Age mark | A whole number from 16 to 25, shown as "18+", or none |
| Message | A short safer-gambling message, up to 160 characters on one line, in each of your languages |
| Links | The address of your own page for each of: Your limits, Take a break, Get help, Terms and House rules |
| Helpline | A name, up to 60 characters, and a phone number, for example +254 800 720 000 |
| Refusal codes | Your wallet's own refusal codes, each with what it means for the player |
Nothing is shown until you set it: Phoenix's default is no age mark, no message, no links and no helpline.
- Message. Write one per language you offer. Players read the one in their language, else the one in your default language, else the first you wrote.
- Links. Each is an
httpsaddress on your site. Players read Phoenix's label for it, in their language; you set the address, not the words. A link opens in a new tab. - Helpline. The phone number may hold digits, spaces and
+ - ( ). Players can tap it to call.
Where Players See It
| Place | What shows |
|---|---|
| The bet slip, under the buy button | The age mark, your message, and your Your limits and Take a break links |
| The foot of every page | The age mark, your message, every link and the helpline |
| The bet slip, when a bet is refused | The reason in the player's words, with the page for it (see below) |
No URL parameter or Host SDK call hides or changes any of it.
Why a Bet Was Refused
When your wallet declines a reservation, it answers with a code of your choice (see Declining a Reservation). Phoenix shows the player what that code means, never "your order is invalid". Map each of your codes to one of five meanings:
| Meaning | The player reads | With |
|---|---|---|
| Not enough funds | You don't have enough funds for this bet. | Add funds, when the player may deposit |
| A limit | This bet would go over a limit on your Acme account. | Your Your limits link |
| Paused | Betting is paused on your Acme account. | Your Take a break link |
| Verification | Acme needs to verify your account before you can bet. | Nothing more |
| The account | Your Acme account can't place bets right now. Contact Acme for help. | Nothing more |
"Acme" stands for your display name. The sentences are Phoenix's, translated into every language the embed speaks.
Phoenix's Codes
These codes have a meaning without any mapping:
| Code | Meaning |
|---|---|
insufficient_funds | Not enough funds |
limit_exceeded | A limit |
self_excluded | Paused |
cooling_off | Paused |
verification_required | Verification |
account_blocked | The account |
player_not_found | The account |
Use them in your wallet and there is nothing to map. If your wallet already sends other codes, add each under Refusal codes with its meaning, for example LIMIT_REACHED as a limit. A code is matched exactly as your wallet sends it, up to 64 letters, digits or _ - . :, and you can map up to 50. Your meaning for one of Phoenix's codes replaces Phoenix's, except insufficient_funds, which always means not enough funds.
A code no one mapped reads "Acme declined this bet. Nothing was taken." It never blames the player's order.
Refusals Before Your Wallet Answers
Two reasons are Phoenix's own and need no setting:
| What happened | The player reads |
|---|---|
| Phoenix did not send the bet to your wallet (for example, the environment has no wallet address) | This bet could not be sent to Acme. Nothing was taken. |
| Your wallet did not confirm the bet within 60 seconds | Acme did not confirm this bet in time. Any money held for it is returned. |
A bet waits up to 5 seconds for its outcome. When your wallet answers later than that, the slip can only say that the order was not accepted; your support team reads the reason on the order in the back office.
Sandbox, Production and Restore
Player protection is saved, compared, copied and restored like your look and your Betting settings, and on its own: copying Player protection to production never carries Betting settings with it, and the reverse. See Saving, Copying and Restoring. Players get a change on their next load.