GR8 Platform Updates: July Highlights

This July release brings practical enhancements across CRM, PAM, UBO, and Payments.

Explore smarter communication scheduling, real-time multi-currency segmentation, no-code registration tools, and other features that simplify player management, compliance, and daily operations.

⭐ Customer Relationship Management (CRM)

These CRM updates are designed to streamline campaign scheduling, promotion search, and coin management. 

Player-Specific Communication Scheduling

Reach every player at the right moment by scheduling Journey Builder delays and communications according to the relevant time zone.

Value for operators: 

Local-time-based communication can support stronger open rates, CTR, first-time deposit conversion, and overall campaign engagement.

What’s new:

Previously, operators had to split audiences by region or build manual time zone workarounds. This increased the number of journey configurations and affected the delivery of communications.

From now on, CRM teams can improve global campaigns and configure delays and communications using either the journey’s time zone or the player’s automatically detected time zone.

Scheduling modes for the Date Delay activity:

• Specific Date: Set an exact date and time for the next activity (the default mode);
• Date Range: Select eligible weekdays and time ranges, and let the system calculate the nearest matching slot from the moment the player enters the delay.

Example:

When a player enters the delay on Monday, and the configured schedule includes Wednesday and Friday between 18:00 and 19:00, the journey holds the player until Wednesday at 18:00 in the selected time zone.

Reusable logic: 

It is possible to use the Date Delay activity not only for communication but also for other Player Journey scenarios.

Time zone options for the Date Delay activity:

• Journey Time Zone: The system uses the time zone stored in the journey configuration (the default mode);
• Player Time Zone: The system uses the player’s local time zone, detected automatically from their Last Device Active IP.

Supported combinations: 

Operators can apply Journey and Player time zones to both Specific Date and Date Range scheduling.

Fallback logic: 

When the player’s time zone is unavailable, the journey applies the configured fallback behavior and records the execution details for review.

New Quest Widget

We rolled out a new Quest Widget that brings quests out of dedicated gamification pages and places them directly where players spend their time. As a result, users easily find relevant quests, challenges, and progression opportunities across the Main Page, Casino Lobby, Promo Lobby, Gamification Page, and other supported widget pages.

Value for operators: 

More visible quest activities can increase campaign participation, repeat visits, progression, and engagement.

What’s new:

Previously, players often had to navigate to a separate gamification area before they could discover available quests. 

With the widget, CRM and content teams can integrate gamification into core browsing journeys and highlight campaigns more prominently.

Key functionality:

• Flexible Placement: Highlight quests across the Main Page, Casino Lobby, Promo Lobby, Gamification Page, and other supported pages;
• Automated Selection: Select and display quests automatically based on status and category;
• Manual Selection: Promote selected campaigns by entering specific Quest IDs;
• Built-In Prioritization: Apply native sorting and prioritization logic to determine which quests appear first;
• Layout Options: Choose between horizontal and vertical widget formats;
• Empty State Control: Configure what players see when no relevant quests are available;
• Navigation: Add buttons with configurable redirects to guide players toward the next action;
• Platform Support: Use the widget natively across Web and iOS;
• Theme Compatibility: Maintain a consistent experience across Light and Dark modes.

Real-Time Multi-currency Metrics in the Segment Engine

Build more accurate player segments across fiat and crypto currencies with real-time multi-currency Metrics. The upgraded data layer handles absolute monetary values and automatically standardizes amounts in EUR and USD.

Why it matters:

For operators running multi-country or multi-currency brands, this removes segmentation inconsistency. They can compare deposit, betting, win, loss, and withdrawal values using standardized real-time metrics rather than relying on legacy fields or manual currency assumptions.

What’s included:

• Casino Activity: First and last bet, win, and loss timestamps, original currencies, and standardized amounts;
• Sportsbook Activity: First and last bet, win, loss, and free bet metrics;
• Cash Flow: First, second, and last deposit and withdrawal timelines, currencies, and exact multi-currency values;
• Real-Time Standardization: Automated EUR and USD conversion for monetary segmentation;
• Crypto Support: Precise handling of crypto-based activity alongside fiat configurations.

Coin Expiration Options

Take greater control over the lifecycle of Bonus Shop coins with configurable expiration rules and a bulk deduction tool. 

Value for operators:

• Better Сoin lifecycle management;
• Stronger retention mechanics.

Coin expiration logic:

• Configurable Rules: Define coin expiration directly in the Bonus Shop setup;
• Optional Countdown: Enable a visible timer displaying days, hours, and minutes;
• Automated Deduction: Let the system remove expired coins from inactive player accounts;
• Player History: Track every deduction that appears in the player’s history log;
• Balance Transparency: Check when and why balances changed without relying on manual records.

Capabilities of the bulk Coin deduction tool: 

• Remove coins from all players at once via a dedicated interface;
• Use a mandatory reason field to ensure full action accountability and traceability;
• Implement system resets, promotions cleanup, or migration actions.

Promotion Display ID

Give players and support teams a shared reference point for every promotion by featuring a unique Display ID in the Promotion Lobby. 

Why it matters:

This helps specialists instantly identify the exact campaign behind a player request via REA Search.

Core updates:

• Display ID in Promotion Lobby: Show players the Display ID on the promotion details page for Promotion, Multipurpose Promotion, and Promotion Input Source types;
• Display ID Hidden in Terms & Conditions: Hide the Display ID component during the Terms & Conditions step on both the player and CRM sides to keep that flow focused;
• Search by Display ID + Player ID (CRM): Find relevant information by Display ID and Player ID in the REA Search page.

Search Page in CRM

Our CRM now has a dedicated Search page. It instantly displays relevant promotions, journeys, engagement activities, and gamification campaigns, eliminating the need for manual browsing.

Why it matters:

For CRM and support teams, this results in faster case handling, fewer navigation steps, and a lower risk of missing relevant player activity during time-sensitive investigations.

Available search parameters:

• Player ID: Find activity connected to a specific player;
• Brand: Narrow results to the relevant operator brand;
• Promotion Display ID: Locate the exact promotion referenced by the player or support team;
• Type: Filter by Journey, Engagement, Gamification, and other supported CRM entities;
• Search Period: Limit the investigation to the relevant timeframe.

👥 Player Account Management (PAM)

We added new features across registration, responsible gaming, KYC verification, and post-deposit journeys to help operators reduce manual work and simplify compliance.

No-Code Tool for PAM Forms

Operators now have greater flexibility across registration flows. Thanks to the Form Builder and Registration Page & Widget tools, they can manage registration, login, personal data, and password recovery directly in the UBO CMS—all without development.

What's new:

• Forms & Fields (Form Builder): Use a no-code builder to create and manage registration, login, personal data, and password recovery forms with configurable field validation; 
• Registration Page & Widget: Create and manage multiple registration pages via CMS with unique URLs, configurable welcome bonuses, and geo-segmentation through Display Options.

Key capabilities:

• Launch and update registration experiences without extra development;
• Run multiple registration flows within one brand;
• Match welcome bonuses to specific pages, campaigns, or audiences;
• A/B test different registration experiences;
• Set page geo-targeting for selected markets and acquisition strategies.

KYC: Cooling-Off Feature

We introduced Cooling Off—a new Responsible Gaming feature that gives players a low-friction way to pause gambling activity without going through full Self-Exclusion. 

Why it matters: 

Cooling Off provides players with practical protection while helping operators meet Curaçao requirements and prevent marketing communications during an active break.

How it works:

During the selected period, the player retains access to the account and can continue withdrawing funds. Deposits and betting across Sports and Casino remain blocked until the timeout ends, while ongoing games and tournaments are closed automatically.

Players under an active Cooling Off period are also automatically excluded from REA marketing notifications.

Operator capabilities:

• Self-Service Access: Allow players to activate a Cooling Off period independently;
• Activity Restrictions: Block deposits and Sports/Casino betting while keeping withdrawals available;
• Back-Office Management: Set, modify, or remove a Cooling Off period from the UBO;
• Flexible Duration: Apply brand-level thresholds or define a custom end date and time;
• Status Visibility: Hover to view the start time, end time, remaining duration, and the user who last modified the setting;
• Pending-Period Tracking: Review modification details when a requested change is not yet active;
• Brand Configuration: Enable the feature and set thresholds, pending periods, and currency through a configuration ticket.

KYC Multiforms for Provider Verification

A single rejected document can disrupt the entire verification journey. To keep the KYC flow moving, we replaced the combined verification form with separate provider forms for each requested document. With this update, players can submit or resubmit individual documents via KYCAid or SumSub without restarting the full verification process.

Feature value:

• For KYC and support teams, this ensures higher document acceptance rates with less manual effort. 
• For players, it creates a clearer verification journey and reduces friction by eliminating the need to repeat previously completed steps.

Key functionality:

• Document-Level Mapping: Connect every requested document to its corresponding provider form;
• Selective Re-Request: Ask the player to resubmit one rejected document without affecting documents that have already been approved;
• Flexible Upload: Decide whether each document should be resubmitted through the provider form or the brand’s frontend;
• Independent Requests: Request additional documentation at any verification status without changing an already verified player’s overall status.

Post-Cashier Redirect Logic

Check out a flexible redirection system that routes players to the target page after a successful first-time deposit (FTD).

Why it matters:

For operators, this creates a smoother transition from payment to activation. Players can move directly to a welcome offer, the casino lobby, the sportsbook market, the onboarding page, or another relevant destination, bypassing a generic post-deposit screen.

Configuration options:

• Registration Widget: Add a Success Page Link directly in the widget settings within CMS;
• Affiliate System: Set a Deposit Success URL in the relevant Creative or Smartlink;
• Landing Pages: Pass the redirect destination through the supported URL parameter.

💳 Payments Hub

The GR8_TECH team continues to improve the cashier experience. This time, we focused on the deposit and withdrawal logic and payment details visibility.

Clear Tax Amounts at the Cashier

Minimize payment friction at the cashier by letting players know the exact deposit or withdrawal amounts before confirmation. 

What it means for operators:

• Reduced abandonment rates;
• Minimized payment-related questions and disputes;
• Deeper player trust.

Key changes:

Previously, the confirmation button displayed the withdrawal and deposit amounts, along with fees, so players had to calculate the final value themselves.

Now, the confirmation button automatically shows the net amount that the player will ultimately withdraw or deposit into their account. 

Faster Amount Adjustment

We’ve made the amount blocks even more flexible and user-friendly by adding “+” and “-” buttons that automatically increase or decrease the amount by the predefined value. 

Why it matters:

Predefined cashier logic gives players greater control over the final transaction value, while keeping the amount selection faster and more intuitive.

How it works:

1. Operators define the increment and deduction step through the Merchant Dashboard;
2. Plus and minus buttons appear at the cashier, enabling players to increase or reduce the selected value in one click;
3. A player who wants to deposit 1,500 can select a nearby amount (1,000, 2,000, 3,000, or 4,000) and quickly adjust it instead of entering the number manually.

PCI DSS Information Display Improvement

The payment confirmation button is now more visible to players thanks to updated PCI DSS logos. This redesign supports a cleaner mobile cashier and improves the overall payment experience.

What’s new:

Previously, the PCI DSS logos took up a lot of space, pushing the payment confirmation button further down the page. On mobile devices, users often had to scroll to see it.

Now, PCI DSS information appears in a compact format directly below the payment confirmation button, simplifying the deposit flow for players.

📊 Unified Back Office (UBO)

The latest UBO improvements cover support chat setup, casino game categories, content discovery, and player data access.

Support Chat Configuration

We have launched the Support Chat Setup page in the UBO Content Workspace, giving operators full autonomy to configure and manage support chat integrations. 

What’s new:

Previously, any changes to the chat widget required manual configuration by the different GR8_TECH teams. The new Support Chat Setup page centralizes integration management, completely removing technical dependencies and significantly reducing operational overhead.

Key capabilities:

• Multi-System Support: Activate and manage Intercom, LiveChat, Zendesk, or Comm100;
• Targeted Visibility: Define where the chat widget should appear and where it should remain hidden;
• Sensitive-Page Exclusions: Prevent chat from loading during casino gameplay, payment flows, or other selected journeys;
• Unified Parameters: Manage provider credentials, integration settings, and environment behavior from one interface;
• Instant Reconfiguration: Review the active configuration and update or replace the provider without rebuilding the setup.

Automatic Game Population in Casino Categories

Keep broad Casino Categories up to date thanks to automatic game population. 

How it works:

• Casino content teams can select All Games as the category source, and the category will automatically include every game matching the chosen Product Type; 
• Only one All Games category can exist for each Product Type;
• The All Games categories synchronize once per hour; 
• Operator teams cannot remove individual titles manually from an automatically populated category, but they can still pin selected games to the top of the list.

Management modes for the Source of Games field: 

• Manual: Add individual games manually as before;
• All Games: Let the system automatically include every game associated with the selected Product Type.

Recently Played Games in the Casino Mixed Line Widget

Help players return to familiar games faster with a Recently Played source for the Casino Mixed Line widget. 

Value for operators: 

• Longer player lifecycle;
• Minimized browsing friction;
• Deeper casino lobby personalization.  

How it works:

Logged-in players with game history can now see titles they previously played across several casino Product Types in a single unified component.

Unlike the standard Casino Line, which supports only one Product Type at a time, the Casino Mixed Line allows operators to select multiple Product Types via a multiselect field.

ℹ️ Casino Mixed Line widget displays games from multiple casino product types within a single, unified component. It supports slots, live casino, instant games, bingo, TV games, and virtual sports, and offers flexible layouts, responsive modes, and interactive features that enhance player engagement.

Global Search

Finding player-related information in UBO just got faster. Operators can open Global Search using:

• Cmd + K (macOS);
• Ctrl + K (Windows/Linux);
• Search entry point in the left navigation panel.

Why it matters:

Instead of navigating to Player List or Transaction Monitor, entering filters, and searching manually, teams can jump directly to the relevant page from any page in UBO.

The shortcut is especially useful for Operations, Risk, Payments, Support, and Compliance teams that investigate player activity across several UBO areas throughout the day.

Parameters for player search:

• Player ID;
• Username;
• Email;
• Phone number;
• First name;
• Last name.

Parameters for transaction search: 

• Transaction ID

Navigation:

• Player Result → Player Info page;
• Transaction Result → Player Profile/Transactions tab.

Important details:

• Minimum query length: 3 characters;
• Maximum results: 10;
• Results are grouped by category;
• Sensitive player data does not appear in search results;
• The feature is fully localized and includes a user tutorial.

X-Segments in Player Info

From now on, it’s possible to check a player's active X-Segments directly from the Player Info page. The update allows the CRM, support, and operational teams to review the targeting context behind a player’s current experience, offers, and automated communications without leaving the Player Profile.

What's new:

• Default Visibility: Up to three active X-Segments appear directly in the Segmentation card;
• Segments Details Drawer: The Show All button opens the drawer when the player belongs to more than three;
• Information Tooltip: Explains that X-Segments are dynamic player groups calculated by Segment Engine for real-time targeting and personalization;
• Clickable Segment Names: Each opens the corresponding segment in Segment Engine with the following Segment Details:

- Segment Name link;

- Description;

- Valid From;

- Valid To;

• Display Rules: Only active (non-expired) segments are displayed;
• Sorting Rules: Structure Segments from newest to oldest.

📍 Find X-Segments in: UBO → Player Info page →  Segmentation card → X-Segments section. 

Test new widgets, compliance features, and cashier elements by activating them through the Knowledge Hub or with the help of the GR8_TECH Support Team.