Hendrik Willem Van Loon-Istoria Omenirii-Humanitas (2017)

Trading Support 101
Contents
0. Introduction
1. Settlement
1.1 Betting types, Odd Types , Winnings calculation
1.2 General settlement rules
1.3 Settlement for soccer matches with overtime
1.4 Manual settlement for next team to score
1.5 Settlement for more obscure sports
2. Trading team hacks
2.1 How to enable/disable live matches. How to check if we have pre-
live odds collected
2.2 How to increase risk levels/ create template.
2.3 How to increase user limits and check risk limits.
3. Bets
3.1 How to check if a bet was credited (how to work with GamMatrix)
3.2 How to check if a bonus bet has been credited
4. Bonuses
4.1 General bonus T&C
4.2 How to create a bonus
4.3 How to add/remove bonuses
5. Campaigner
6. Emergency cases and how to handle them
6.1 Front end errors and what they mean.
6.2 How to report issues in Jira
6.3 How to report Incidents
6.4 How to remove sportsbook
7. Other tips and useful info
7.1 How to reset a user’s password
7.2 How to activate/deactivate account
7.3 How to create a new back office account
7.4 How to check why a bet was voided
7.5 How to create sports account from GM
7.6 Other useful info and links
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0. Introduction
General rules to be a good support member
 Always be polite: “Can you please give me the username?” Please ask
the user to send you a screenshot with the error.
 When sending emails that other colleagues need to see, please do not use
Outlook/ personal email, instead use Kayako as it will be easier for all of
us to see it when we get a reply.
 Always read your email, try to sort the relevant data (we receive a lot of
emails daily but please learn how to sort the useful info).
 Please use “Notes” section in Kayako – there is a section for each ticket
where you can apply a note. I strongly advise you to leave as much info
as possible when moving an email to “In progress”.
 When you see bets settled incorrectly, please check all the bets placed on
that market for that event. If one is affected usually all of them are, so
please correct all the bets.
 When sending an e-mail to Incidents Team please do it from Kayako.
Also please use the following subject template [P1,2 or 3][Issue title]
because the JIRA Task will be automatically created. That is where your
job ends as from there on, there is nothing else we can do (there always
needs to be proof that our jobs were done).
 Always ask for screenshots and relevant info when a client complaints of
an issue.
 Before reporting an incident please try to test and reproduce the issue.
 When in doubt it is best if you first consult with a more experienced
colleague before you act. Don’t make the mistake and then try to correct
it, make it right from the start.
 When an incident occurs, please do not panic as your single task will be
to report the issue to Incidents Team and inform customers.
 Always send the email to Incidents Team
 Always inform our customer through a MailChimp
notification (pay very close attention when sending it)
 Please pay attention to the notifications sent, they must be very accurate
and try to give as much information as possible. Before sending the
notification please read it, if it doesn’t make sense please do not send it.
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You all know English very well so if it doesn’t sound good to you, why
would it be ok to send to our customers?
 Please try to avoid giving tasks to Trading Team when you can do the
task yourselves:
 When they ask you to add a live event go to schedule and first
check if we have a live source for that match and everything is ok
with it (participants in the correct order, starting time etc.). If there
is a live source please activate it, as usually that is the issue.
 If the match started and there is no live source there is nothing we
can do.
 Risk levels can be increased by you, there is no need to ask a
trader, unless there are many events with their risk levels reached.
 When a risk level cannot be increased that means it doesn’t have a
template so please create one (all the steps can be found in Chapter
2.2).
 When settling outrights please always consult with trading team
first, as there might be late bets and so on.
 Please use the resettlement document whenever the case (the links can be
found under Chapter 7).
 When an issue occurs between shifts always leave as much info as
possible to the next shift, inform them of what still needs to be done and
always inform Incidents Team that you are leaving and whom to continue
the conversation with.
 When reporting issues please gather as much relevant data as possible
and always update our developers if new information emerges.
 When reporting an issue please check for follow-ups and updates and
always update the customer as well.
 Always try to help a customer in any way possible, if you cannot assist
with the task he gives you due to different reasons please think of another
way in which you can help him.
Always try to become better and never be afraid to ask/call when in

doubt!!!
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Chapter 1
Settlement
1.1 Betting types, Odd Types, Winnings calculation

A. Odd types
Odds through the betting industry are of 3 types:
 European Betting odds/Decimal odds
They are found in the form 1.5, 3.92 etc. They are the most commonly used, in
order to calculate your winning you must multiply the stake with the odds
Example: I bet 100 Euro at 1.5 my winnings will be 150 Euro
 American Betting Odds
They are found in the form +400; -250 etc. If US Odds are indicated with a “+”
sign then they show the amount you would win for a 100 stake. If there is a “-“
sign then they show how much you need to stake to win 100.
 Fractional Odds/UK odds
They are found in the form 4/1; 7/9 etc.
Example: Say you wish to place a bet on an event which has odds of 4/1. If you
win, for every pound you stake you will win £4 and you will receive your one
pound stake back, giving you a total return of 5. If you place a bet of £10 at 4/1,
then you will win £40 and have your £10 stake returned, giving a total return of
£50. UK odds multiplied with your stake equals the winnings. The odds show
how many units you win in terms of winning per unit staked.
B. Betting types
Most common betting types and explanations
a. 1x2 (Home Draw Away / 3-way)
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This betting type has 3 outcomes:
 Home (1)
 Draw (X)
 Away (2)
The result of the bet depends 100% on the final score of the match.
Example 1:
Match: Chelsea - Liverpool
I place a bet on home to win.
I win the bet when:
o Chelsea (the home team) beats Liverpool (e.g. 2-0, 2-1, 3-2, etc.)
I lose the bet when:
o The match ends in a draw (e.g. 0-0, 1-1, 2-2, etc.)
o Chelsea is defeated by Liverpool (e.g. 0-1, 1-2, 2-3, etc.)
Example 2:
Match: Chelsea – Liverpool
I place a bet on draw.
I win the bet when:

o Either Chelsea or Liverpool win the match
Example 3:
I place a bet on away to win.
I win the bet when:
o Liverpool (the away team) beats Chelsea (e.g. 0-1, 1-2, 0-2, etc.)
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o Chelsea (the home team) defeats Liverpool (e.g. 1-0, 2-1, 3-0, etc.)
b. 1x2 with Handicap (3-way Handicap)

 Home (1)
 Draw (X)
 Away (2)
The difference between 1x2 with Handicap and 1x2 is that the final score will
be influenced by the parameter given as handicap.
1x2 with Handicap can have only integer parameters (e.g. +/- 1, +/- 2)
1x2 with Handicap (1) means:
 The home team (considered the underdog) starts the match with one goal
advantage over the away team
 Home team had +1 goal advantage
 Away team has -1 goal disadvantage
1x2 with Handicap (-1) means:
 The home team starts with a 1 goal disadvantage
 The away team starts with a 1 goal advantage
Example 1:
1x2 with Handicap (1) – I place a bet on home
I win the bet when:
o The match ends in a draw (e.g. 0-0 -> by adding the parameter the score
turns into: 1-0 – giving the home team the win)
o If the home team wins the match, no matter what the score is (e.g. 2-0 ->
by adding the parameter the score turns into: 3-0)
In all other situations I will lose the bet
Example 2:
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1x2 with Handicap (1) – I place a bet on draw
I win the bet when:
o The away team wins the match with ONLY 1 goal difference (e.g.: 0-1 ->
by adding the parameter the score turns into 1-1 -> draw result)
Example 3:
1x2 with Handicap (1) – I place a bet on away to win (their handicap is -1)
I win this bet when:
o The away team wins the match with MORE THAN 2 goals difference
(e.g. 0-2 -> by adding the parameter the score turns into: 0-1 -> still away
wins)
Example 4:
1x2 with Handicap (-1) - I place a bet on home to win
I win this bet when:
o The home teams win the match with MORE THAN 2 goals difference
(e.g. 3-1
By adding the parameter, the score turns into: 2-1 -> still home wins)
Example 5:
1x2 with Handicap (-1) – I place a bet on draw
I win the bet when
o The home team wins the match with ONLY 1 goal difference (e.g. 3-2 ->
by adding the parameter the score turns into: 2-2 -> draw result)
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Example 6:
1x2 with Handicap (-1) – I place a bet on away (their handicap is +1)
I win the bet when
o The match ends in a draw (e.g. 3-3 -> by adding the parameter the score
turns into 3-4 -> away wins)
o The away team wins no matter what the score is ( e.g. 0-3 -> by adding
the parameter the score turns into: 0-4 -> away wins)

c. Correct Score
This betting type can have multiple outcomes depending on how many final
scores are made available for betting.
The final outcome of a bet depends strictly on the final score of the match.
Example 1:
I place a bet on Chelsea to win the match with 2-1
I win the bet when:
 Chelsea beats Liverpool with 2-1 (2 goals to 1)
For all other scores I will lose the bet

d. Double Chance
 1X (home and draw)
 X2 (draw and away)
 12 (home and away)
The advantage of this betting type is that you can place a bet on 2 outcomes and
if at the end of the match one of those outcomes is met then you win the bet.
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Example 1:
I place a bet on 1X
I win the bet when:
o Chelsea defeats Liverpool, no matter the score (1)
o The match ends in a draw (X)

o Liverpool defeats Chelsea (2)
Example 2:
I place a bet on X2
I win the bet when:
o Liverpool defeats Chelsea, no matter the score (2)

o Chelsea beats Liverpool (1)
Example 3:
I place a bet on 12
I win the bet when:
o Chelsea defeats Liverpool, no matter the score (1)
o Liverpool beats Chelsea, no matter the score (2)

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e. HT/FT (Half Time/ Full Time)

 1/1 (home teams wins 1st half / home team wins the whole match)
 1/X (home team wins 1st half / match ends in a draw)
 1/2 (home team wins 1st half / away team wins the whole match)
 X/1 (1st half ends in a draw / home team wins the whole match)
 X/X (1st half ends in a draw / whole match ends in a draw)
 X/2 (1st half ends in a draw / away teams wins the whole match)
 2/1 (away team wins 1st half / home team wins the whole match)
 2/X (away team wins 1st half / the match ends in a draw)
 2/2 (away team wins 1st half / away team wins the whole match)
The outcome of a bet on HT/FT depends on both the score from half time and
the final score of the match.
For a bet to we won, both conditions (scores) have to be met.
Example 1:
I place a bet on 1/1
I win the bet when:
o Chelsea wins the 1st half (e.g. 1-0, 2-0, etc.) and also wins the whole
match (e.g. 1-0, 2-0, 3-1, etc.)
Example 2:
I place a bet on 1/X
I win the bet when:
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o Chelsea beats Liverpool in the 1st half (e.g. 1-0, etc.), but the match
ends in a draw (e.g. 1-1, 2-2, etc.)
Example 3:
I win the bet when:
o Chelsea defeats Liverpool in the 1st half (e.g. 1-0, 2-1, 2-0, etc.), but
Liverpool wins the whole match (e.g. 1-3, 2-3, etc.)
Example 4:
I place a bet on X/1
I win the bet when:
o 1st half ends in a draw (e.g. 0-0, 1-1), but Chelsea wins the whole
match (e.g. 1-0, 2-1, 3-2, etc.)
Example 5:
I place a bet on X/X
I win the bet when:
o 1st half ends in a draw (e.g. 0-0, 1-1, etc,) and the whole match ends in
a draw (e.g. 0-0, 1-1, 2-2, 3-3, etc.)
Example 6:
I place a bet on X/2
I win the bet when:
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o 1st half ends in a draw (e.g. 0-0, 1-1, etc.), but Liverpool wins the
whole match (e.g. 0-1, 0-2, 1-2, etc.)
Example 7:
I win the bet when:
o Liverpool defeats Chelsea in the 1st half (e.g. 0-1, 0-2, 1-2, etc.), but
Chelsea wins the whole match (e.g. 2-1, 3-2, 3-1, etc.)
Example 8:
I place a bet on 2/X
I win the bet when:
o Liverpool beats Chelsea in the 1st half (e.g. 0-1, 1-2, 0-2, etc.), but the
match ends in a draw (e.g. 1-1, 2-2, 3-3, etc.)
Example 9:
I win the bet when:
o Liverpool beats Chelsea in the 1st half (e.g. 0-1, 0-2, 1-2, etc.) and also
at the end of the match (e.g. 0-1, 0-2, 1-2, 1-3, etc.)
f. Odd or Even
o Odd
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o Even
The outcome of bets on this betting type depends on the number of goals that
were scored during a match, no matter which team scored them.
Odd = 1, 3, 5, 7 goals
Even = 0, 2, 4, 6, 8 goals
Example 1:
I place a bet on ODD
I win the bet when:
o The number of goals scored by the end of the match is odd
1-0 -> 1 goal
1-2 -> 3 goals
Etc.
o The number of goals scored by the end of the match is even
0-0 -> 0 goals
2-2 -> 4 goals
3-3 -> 6 goals
Example 2:
I place a bet on EVEN
I win the bet when:
o The number of goals scored by the end of the match is even
2-2 -> 4 goals
3-3 -> 6 goals
o The number of goals scored by the end of the match is odd
2-0 -> 1 goal
1-2 -> 2 goals
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g. Asian Handicap
This betting type has only 2 outcomes, draw being excluded:
o Home
o Away
Asian Handicap is a form of betting where the perceived weaker team (or
underdog) is given a number of goals head start. Conversely, the team perceived
to be superior (the favorite) is penalized or ‘handicapped’ an equal number of
goals in an attempt to make the two teams equal for betting purposes.
The favorite has to overcome the handicap, and will have it taken away from its
final score. The handicap for the favorite is preceded by a minus (-). The
underdog is given a 'head-start', and will have it added to its final score. The
handicap for the underdog is preceded by a plus (+).
So if the home team (the favorites) starts the match with a disadvantage of -0.5
goals, the away team (the underdog) with have an advantage of +0.5 goals.
The wider the gap between the two teams, the greater the number of goals head
start is given to the weaker team. If the two teams’ on-field ability is considered
to be approximately equal, no handicap is given to either team. This is known as
Asian Handicap 0 (with parameter 0) or Draw No Bet.
Asian Handicap can have 2 types of parameters:

 Integer (e.g. -/+1, -/+2, etc.)
 Decimal (e.g. -/+0.5, -/+ 0.75, -/+1.25, etc.)
For Asian Handicap with integer parameters there is the possibility of getting
your stake back.
Example 1:
Match: Chelsea Liverpool
Asian Handicap 0
I place a bet on home.
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I win the bet when:
o Chelsea beats Liverpool, no matter the score
I get the stake back when:
o The match ends in a draw
o Liverpool beats Chelsea, no matter the score
Example 2:
Asian Handicap -1
I place a bet on away -> away has parameter +1
I win the bet when:

o The match ends in a draw (e.g. 0-0 -> by adding the advantage given by
the parameter the score turns into: 0-1 -> away wins)
I get the stake back when:

o Chelsea beats Liverpool with ONLY 1 goal difference (e.g. 1-0 -> by
adding the advantage given by the parameter the score turns into: 1-1 -
> draw is not possible in Asian Handicap)

o Chelsea beats Liverpool with MORE THAN 1 goal difference (e.g. 2-
0, 3-1, etc.)
For Asian Handicap with decimal parameters you cannot get your stake back.
You either win or lose. Exceptions are the mixed parameters that will be
explained later.
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Example 3:
Asian Handicap 0.5
I place a bet on home.
I win the bet when:

o The match ends in a draw (e.g. 0-0 -> by adding the advantage given
by the parameter the score turns into: 0.5-0 -> home wins)
o Chelsea defeats Liverpool, no matter the score

o Liverpool beats Chelsea (e.g. 0-1, 0-2, etc.)
Example 4:
Asian Handicap 0.5
I place a bet on away -> parameter for away is -0.5
I win the bet when:

o Liverpool beats Chelsea, no matter the score (e.g. 0-1 -> by deducting the
disadvantage given by the parameter the score turns into: 0-0.5 -> away
wins)

o The match ends in a draw (e.g. 1-1 -> by deducting the disadvantage
given by the parameter the score turns into: 1-0.5 -> home wins)
Asian Handicap with mixed parameters is one of the most complex betting
types.
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Examples of mixed parameters are:
o AH (-/+) 0.25 – is the result from combining AH 0 with AH (-/+) 0.5
o AH (-/+) 0.75 – is the result from combining AH (-/+) 0.5 with AH (-/+)
1
o AH (-/+) 1.25 – is the result from combining AH (-/+) 1 with AH (-/+)
1.5
o AH (-/+) 1.75 – is the result from combining AH (-/+) 1.5 with AH (-/+)
2
Because these parameters are mixed, there is also another way of calculating
winnings.
Bets can have 4 outcomes: won, lost, half won and half lost.
Example 5:
Asian Handicap -0.25
I place a bet on home. Odds: 2.00. Stake: EUR 100
The stake will be divided: EUR 50 going to AH 0 and EUR 50 to AH -0.5
If the match ends in a draw (e.g. 1-1):
o EUR 50 from AH 0 will be returned to the user
o EUR 50 from AH -0.5 will be lost (by deducting the disadvantage given
by the parameter the score will turn into: 0.5 -1 -> away wins -> home
loses
The final status of the bet is HALF LOST
For HALF LOST bets, the odds will always turn into 0.5.
So the user will be back: New odds * stake
In this case: 0.5*100=EUR 50
I win the bet when:
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Example 6:
Asian Handicap -0.25
I place a bet on away. Odds: 2.00. Stake: EUR 100
The stake will be divided: EUR 50 going to AH 0 and EUR 50 to AH 0.5
If the match ends in a draw (e.g. 0-0):
o EUR 50 from AH 0 will be returned to the user
o EUR 50 from AH 0.5 will be won (by adding the advantage given by the
parameter the score will turn into: 0-0.5 -> away wins)
The final status of the bet is HALF WON
For HALF WON bets, the odds will be recalculated using this formula:
New odds = (Initial odds +1)/2
-> in this case: new odds = (2+1)/2=1.5
->winnings = 1.5 *100 = EUR 150
I win the bet when:
o Liverpool wins the match no matter the score
o Chelsea wins the match, no matter the score
Example 7:
Asian Handicap 0.75
I place a bet on home
I win the bet when:
o Chelsea beats Liverpool no matter the score
o Liverpool wins the match with AT LEAST 2 goals difference
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The bet is half lost when:
o Liverpool wins the match with ONLY one goal difference (e.g. 0-1, 1-2)
Example 8:
Asian Handicap 0.75
I place a bet on away
I win the bet when:
o Liverpool defeats Chelsea by AT LEAST 2 goals difference
o Chelsea wins the match, no matter the score
The bet is half won when:
o Liverpool wins the match with ONLY one goal difference (e.g. 0-1, 1-
2, 2-3, etc.)
h. Over Under
o Over
o Under
The outcome of a bet depends on the number of goals that are scored during a
match. Which team wins the match does not influence this settlement of this
betting type.
The parameters for Over Under can be:
o Integer: 2, 3, 4, etc.
o Decimal: 1.5, 2.5, 3.5, etc.
o Mixed: 2.25, 2.75, 3.25, 3.75, etc.
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As in Asian Handicap 0, the stakes on bets on Over Under with integer
parameters can be returned to the users.
Example 1:
Over Under 2
I place a bet on Over 2.
I win the bet when:
o The total number of goals scored is higher than 2 (e.g. final score: 2-1, 2-
3, 3-0,
1-3, 3-3, 2-2, etc.)
o The total number of goals score is lower than 2 (e.g. final score: 0-0, 1-0,
0-1)
I get my stake back when:

o The total number of goals score is 2 (e.g. final score: 1-1, 2-0, 0-2)
Example 2:
Over Under 3
I place a bet on Under 3.
I win the bet when:

o The total number of goals scored is lower than 3 (e.g. final score: 0-0, 1-
0, 0-1,
2-0, 0-2)
o The total number of goals scored is higher than 3 (e.g. final score: 2-2, 3-
1, 1-3,
4-0, 0-4, etc.)
I get my stake back when:
o The total number of goals scored is 3 (e.g. final score: 2-1, 1-2, 3-0, 0-3)
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Bets on Over Under with decimal parameter can be only won or lost.
Example 3:
Over Under 2.5
I place a bet on Over 2.5
I win the bet when:
o The total number of goals scored >= 3 (e.g. final score: 3-0, 0-3, 2-1, 1-2,
3-1,
2-4, etc,)
o The total number of goals scored < 3(e.g. final score:0-0, 1-0, 1-1, 0-1, 2-
0, 0-2)
Example 4:
Over Under 2.5
I place a bet on Under 2.5
I win the bet when:
o The total number of goals scored <3 (e.g. final score: 0-0, 1-0, 1-1, 0-1, 2-
0, 0-2)

o The total number of goals scored >=3 (e.g. final score: 3-0, 0-3, 2-1, 1-2,
3-1,
2-4, etc,)
Bets on Over Under with mixed parameter can be half won and half lost, just
like in the case of mixed Asian Handicaps.
Examples of mixed Over Unders (OU):
o OU 1.75 – is the result from combining OU 1.5 with OU 2
o OU 2.25 – is the result from combining OU 2 with OU 2.5
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o OU 2.75 – is the result from combining OU 2.5 with OU 3
o OU 3.25 – is the result from combining OU 3 with OU 3.5
Example 5:
Over Under 2.25
I place a bet on Under 2.25
I win the bet when:
o The total number of goals is <2 (e.g. final score: 0-0, 1-0, 0-1)
I lose the when:
o The total number of goals is >=3 (e.g. final score: 2-1, 1-2, 3-0, 0-3, 2-2,
etc.)
The bet is HALF WON when:

o The total number of goals scored is 2 (e.g. final score: 1-1, 2-0, 0-2)
-> The odds and winnings calculation system is identical to the one from
Asian Handicap
Example 6:
Over Under 2.25
I place a bet on Over 2.25
I win the bet when:

o The total number of goals scored >=3 (e.g. final score: 3-0, 0-3, 2-2, 3-1,
1-3, etc.)

o The total number of goals scored <2 (e.g. final score: 0-0, 1-0, 0-1)
The bet is HALF LOST when:

o The total number of goals is 2 (e.g. final score: 1-1, 2-0, 0-2)
-> The odds and winnings calculation system is identical to the one from
Asian Handicap
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i. Home Away (2-way)
o Home
o Away
The outcome of a bet depends on who wins the match.
This betting type is frequent in tennis, basketball, ice hockey, snooker,
volleyball, etc.
Example:
Tennis match: Federer – Nadal
I place a bet on away = Nadal to win the match
I win the bet when:
o Nadal defeats Federer no matter the score
o Federer beats Nadal no matter the score
List of most betting types

Name Description
Winner The winner of a tournament.
Home Draw Away With Handicap Like 1X2 but with a handicap.
Double Chance 1X, X2, or 12.
Half Time / Full Time The winner of half time and full time,
respectively.
Next Team To Score The next team to score a goal, if any.
Top X The participant is among the X (>2)
best in the tournament/event part.
Last Goalscorer The last player to score a goal, if any.
Anytime Goalscorer The player scores at least one goal.
Total Score Number of goals scored in the match.
Scorecast The exact match score, e.g. (4:2),
including the first player to score a
goal.
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Odd/Even Is the number of goals scored in the
match odd or even, with zero goals
being considered even?
Qualification The participant to qualify.
Game Handicap Like asian handicap(tennis).
Correct Score Exact score in a match.
Over/Under End score is over or under a certain
threshold.
Asian Handicap Like 1X2 but with a spread,possibly
ranged.
Number Of Corners The (ranged) number of corners.
Game Handicap With Draw Like asian handicap(tennis).
Event Part With Most Goals The (sub) event part with the most
goals.
Points Handicap Like asian handicap(volleyball).
Home Draw Away Home win, Away win, or draw.
Home Away Home win or Away win. To be used
with impossible/no draw only.
Set Handicap Like Asian Handicap, but for Tennis
and Volleyball.
Last Team To Score The last team to score a goal.
Both Teams To Score Will both teams score a goal?
Team Score Over/Under The number of goals scored by a team
is over or under a certain threshold.
Clean Sheet The team will not have any goals
scored against them.
Race To X Goals The team first to score X goals.
Game Score The end score of a game.
Sets Over/Under Is the number of sets over or under a
certain threshold?
Game Winner Winner of a certain game.
Race To X Games The first player to win X games.
Tie-Break Is there a tie-break?
Game Score (Server) The end score of a game relative to
the server.
Games Won Over/Under The number of games won by a
certain player is over or under a
certain threshold.
Games X And Y Winner The winner of games X and Y.
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Game Point Winner (Server) The winner of a certain game point
relative to the server.
Tie-Break Points Over/Under The total tie-break points is over or
under a certain threshold.
Total Sets The number of sets played.
Draw No Bet Home win or Away win, with money
back on draw.
To Win Both Halves Team to win both halves of the
match.
To Win Either Half Team to win either half in the match.
To Win To Nil Which team can win the game & keep
their opponents scoreless.
To Score X Or More Goals Which player will score X or more
goals in the match?
Corners Over/Under Is the number of corners over or
under a certain threshold?
Name The Finalists Which couple of participants will
reach the final?
Half With Most Corners In which half will the most corners be
kicked?
Head To Head Which of the two participants will be
placed higher in the tournament?
Head To Head To Head Which of the three participants will
be placed higher in the tournament?
Most Corners Which team will take the most
corners during the match?
Race To X Points The first participant to score X points.
Race To X Corners The team first to take X corners.
Race To X Frames The participant first to win X frames.
To Go To Overtime Will the match go to overtime?
To Score In Both Halves Team to score in both halves of the
match.
Goal In Both Halves Will there be a goal in both halves of
the match?
Team To Win To Nil Will the team win to 0?
Team Odd/Even The team's total score in the match is
odd or even. Zero is considered even.
Highest Scoring Event Part In which part of the event the score
will be highest?
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Team Corners Odd/Even Will the total number of corners taken
by the team in the match be odd or
even?
Team Corners Over/Under The number of corners taken by the
team is over or under a certain
threshold.
Team Number Of Corners The number of corners taken by the
team.
Matchbet And Totals Bet on home draw away and on the
number of goals being over or under a
certain threshold.
To Win At Least One Set Will the player win at least one set in
the match?
Number Of Games The (ranged) number of games
played.
Team To Score Will the team score at least a goal in
the match?
Team To Score In Both Halves Will the team score in both halves of
the match?
Winnings calculation
 Single bets
For single bets you have to multiply the stake with the odds.
Example: Chelsea vs Manchester United
I pick Chelsea @ 2.5 for 100 Euro
If I win then the bet will return 250 Euro
 Multiple bets
For multiple bets you must first multiply the odds between them and then
multiply it with the stake.
Example: Chelsea vs Manchester United & Real Madrid vs Barcelona
I pick Chelsea @ 2.5 and Real Madrid @ 2.0 for 100 euro
If I win then the bet will return (2.5 x 2) x 100 = 500 Euro
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 System bets
System bets are a combination of multiple and single bets.
The main difference between system bets and multiple (parlay) bets is that you
can win a system bet even if not all your picks are correct. For example, in the
case of a 2/3 system bet, you win even if only two of your three predictions turn
out to be correct. Please note that the amount of possible winnings displayed
when you place your bet corresponds to the maximum winnings, i.e. in the
above example, they payout if all three of picks are correct.
In a system bet, combinations of picks are formed. An example is shown below:
You have selected four different picks and opted for a 2/4 system bet. This
means that you will be placing a total of six bets, since there are six possible
winning pairs based on those four predictions. The stake per bet of EUR 0.50 is
wagered on each of those six bets. According to the principle of the system bet,
you win even if only two of the four predictions prove correct. The exact
amount of the winnings depends on how many of the predictions prove correct.
Next, you can see that the total stake for the system bet equals EUR 3 (6 x EUR
0.50).
The more correct picks you have in your system bet, the higher the winnings. If
you fail to meet the system criterion (e.g. only one pick is correct in a 2/4
system bet), you lose the bet.
Table for System Bets:
System Number of bets

2 out of 3 3 bets
2 out of 4 6 bets
3 out of 4 4 bets
2 out of 5 10 bets
3 out of 5 10 bets
4 out of 5 5 bets
2 out of 6 15 bets
3 out of 6 20 bets
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4 out of 6 15 bets
5 out of 6 6 bets
2 out of 7 21 bets
3 out of 7 35 bets
4 out of 7 35 bets
5 out of 7 21 bets
6 out of 7 7 bets
2 out of 8 28 bets
3 out of 8 56 bets
4 out of 8 70 bets
5 out of 8 56 bets
6 out of 8 28 bets
7 out of 8 8 bets
2 out of 9 36 bets
3 out of 9 84 bets
4 out of 9 126 bets
5 out of 9 126 bets
6 out of 9 84 bets
7 out of 9 36 bets
8 out of 9 9 bets
Winnings for system bets are calculated depending on how many

multiple/single bets are won from the system.
 Half won bets
HW odds = (initial odds +1)/2
 Half lost bets
If the bet is half lost (HL) - > odds will turn into 0.5 (the user will get half of
the stake back and will lose the other half)
HL odds = 0.5
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1.2 General settlement rules
 Please always leave major football events to be settled automatically

 In case some bets remain unsettled please try to settle them manually by
void-> won/lost
 If the case above is not an option due to too many bets, then please only
save the part which is needed.
 For other sports, please check if the scores are correct and please feel free
to settle it.
 Never Save a game during live!
 If you have goal scorer settlement - Never leave the field empty (please
input a player from the same team, but please check first that no bets were
placed on him)
 When settling football events with “save button”, please pay close
attention to next team to score related markets, as they will always be
settled wrong. The logic is that the system will always see the time of the
goals to be the time when the “save button” was pressed. There is no other
option then to manually correct each bet.
Football Manual settlement

A. For Normal bets, we only need to enter the final score of that
period/half/event, also you can see the score input box shows as Event
Settlement.
Examples: 1x2 / correct score / double chance / over under / Odd or Even
a. Non-live football bets on 1x2 full time excluding overtime / over
under, full time excluding overtime...
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b. Pre-live or Live Football bets on 1x2, 1st half / 2nd half...
c. Pre-live or Live Football bets on 1x2, 1st half /2nd half // 1x2,
overtime 1st half /2nd half / / Penalty...
B. While if it is NBT (New Betting Types), the score input box will display as
Settle New Betting Type, also you have to click that the score tab to expand the
input box.
For manual settlement, you need to enter score with continuous result. Like first
half 1-0, 1-1, second half 1-2.
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Bets on Next team to score / to win rest of match / both team to score:
Bets on “Goal in time range” or “Time of first goal”...
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Bets on “First goal scorer” or “Anytime goal scorer”:
- A long time ago we used to do the settlement this way…
Bets on “Time of first goal” or “Goal in time range” and “First goal scorer” or
“Anytime goal scorer”...
…but now we manually settle the bets by giving them the right status.
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Bets on “Corners”:
Tennis Manual settlement

A. For Normal bets, we only need to enter the final score of that set, also
you can see the score input box shows as Event Settlement.
Examples: Match Winner set / full event // Game over under, N set / full event //
Correct score, full event // Tie break, N set / full event
B. If one of the participants retire, the score input box will display as
Retire, also you have to click that the Retire tab to expand the input box.
Set score only can input 1-0 or 0-1.
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C. While if it is NBT (New Betting Types), the score input box will display
as Settle New Betting Type, also you have to click the Goals/Scores tab
to expand the input box.
Before we settle game scores, we enter the game and game points accordingly.
For NBT, the settlement should begin with score 0-1 or 1-0, game point enter
first game point, and end with the final game score, and enter point score as
40:15 or 40:30...
Examples: Who wins game, N set // which play will win game X and game Y
Ice Hockey Manual Settlement

A. For Normal bets, we only need to enter the final score of that set, also
you can see the score input box shows as Event Settlement.
Examples: 1X2, N period / Full Time Excluding Overtime // Match Winner,
Full Time Including Overtime...
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B. While if it is NBT (New Betting Types), almost the same as Football.
Manual settlement should enter score in a continuous way.
Examples: Goals home / away team // to win rest of match // Team score over
under.
Basketball Manual Settlement

For basketball, only normal bets are present.
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Handball and Rugby Manual Settlement
A. For Normal bets, we only need to enter the final score of that half or full
event, also you can see the score input box shows as Event Settlement.

Manual settlement should enter score in a continuous way, but Rugby is
a little different from Football, there’s no need to input the continuous
score like 1-0 to 1-1 to 1-2.
Baseball manual settlement

A. For Normal bets, we only need to enter the final score of that inning or
full event, also you can see the score input box shows as Event
Settlement.
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Volleyball manual settlement

For Volleyball, only normal bets are present.
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Table Tennis manual settlement
A. For Normal bets, we only need to enter the final score of that set or full
event, also you can see the score input box shows as Event Settlement.
Examples: Points Over under X, N set / full event // match winner, N set / full
event // correct score

Examples: Race To X Points set // point X winner, N set
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Snooker manual settlement
A. We only have Normal bets for Snooker, so we need to enter the final
score of that set or full event, also you can see the score input box shows
as Event Settlement.
Examples: Points Over under X, N frame // Match winner, N frame / full event
// Asian Handicap, full event // Total frames, full event
B. If it is a Non-live Snooker match, and we only have bets on Match

winner, full event (it is not related to each frame’s score), we just need a
total score such as 3-1, so the score of each frame can be random, you
can input like below:
Or like this, we only need to make sure that the total full event score is correct
(3-1).
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1.3 Settlement for matches with overtime
Let’s practice on the bellow match:
 This event ended 1-0 in regular time (1-0/0-0 Extra time: 0-0/ Penalties 3-
5).
 On the following slide it is shown how the scores should be input in order
for the bets to be settled correctly.
 Now let’s say some bets remain unsettled (1X2, Extra time, excluding
penalty).
 Then please save only the scope Extra Time with 0-0.
 If a goal was scored then save only the same scope with 1-0.(This action
will leave the bets placed only on one half of extra time open, and then
you can settle them manually.)
1.4 Manual settlement for Next team to score:

Sometimes bets will remain open for next team to score, when they do please
never resave the event as it will see that each goal was scored in the last minute.
With this being said please always check the time the goals were scored, and by
case please settle the bets manually.
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Highlighted in red can be seen the score changes.
1.5 Settlement for more obscure sports
 For Cricket: The scores for cricket events are usually 256-367 for
example, please do not input these scores, but simply put 1-0 for the
winning team.
 For Fighting: -If the match is completed (all the rounds are played) and
the winner is declared by points (ex: match is played in 5 rounds) then the
scores should be 3-2 for the winner.
-If the match is completed by K.O. in the 3 rd. round then
the score should be put 3-0.
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 For Gaelic football: For this sport you will see two sets of scores for each
team
Ex: 3-11 - 2-13
The first set of points have value 3 so with this applied you input the
scores this way:
20(3x3+11) – 19(3x2+13)
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Chapter 2
Trading team hacks
2.1 How to enable/ disable live matches. How to check if we have pre-live
odds collected
When we receive requests to add a live match, there is no necessary need to ask
trading team to do it, you can do it yourself by accessing (Risk Management-
>OPC-Schedule):
http://prod-nbt.oddsmatrix.com/scheduleOPC.do
You simply put in the date and check for live sources.
The priority of the live source is the following:
a. Bet365
b. Enetpulse
So if you find the event on the page then please make sure to respect the source
priority.
Before activating an event please always check that:
A. Starting times are correct (please check if the OM Date and BR Date
highlighted in red are the same, and they correspond to the real starting
time).
B. Participants are not switched (please check that the event Name and
Game tab correspond-the teams must be in the same order) –highlighted in
black.
C. Match status is fine (if the game is in the first period then we must have
it the same) - highlighted in blue.
If all the conditions are met then please feel free to activate the event.
You can also remove matches from live by deactivating them.
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Another use for this page would be when we have a live match present on our
betting page but it has no odds-you can always check what source is active and
try to deactivate/activate the event again.
If a game does not appear on the schedule page and it has started, then there is
nothing more to do to add it live.
How to check if pre-live odds are collected.

When an operator asks to collect odds for an event please check if Sports have
them collected.
You can do this by accessing: http://betonvalue.com/
Username: cig
Pass: cristina
Once you log in please search for the event from the left part of the page
What to do now:
a. If the match appears there: then odds are already collected by sports and
you just need trading team to approve them
b. If the match doesn’t appear: Please send an email to
sports@betbrain.com and ask them to collect the odds for that event, then
ask the trading team to approve it.
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! Other requests meant for sports:
When we have incorrect starting time/ switched participants/ incorrect team
name-please contact them and they can make these adjustments.
2.2 How to increase risk levels/ create template

Whenever users receive errors that the max stake is low (or Artemis says: “oran
risk error”), then we must upgrade the risk levels.
This can be done by accessing (Risk Management->Bet risk Monitoring Filter):
http://prod-nbt.oddsmatrix.com/BetRiskMonitoringFilter.do
 You select the operator from the left, and check for the requested event.
 If the event is highlighted in red/orange then the risk levels have been
reached and they must be increased.
 So please click on “set risk” (highlight in black) and then increase the risk
levels.
 Please make sure to increase only the part that is affected, the risk is split
in two parts (highlight in red)
 Single-Non-live/Live and Multiple Non-live/Live-so please make sure
you increase only what has been reached.
 Once you click on “Set risk”- a new page will open and you can increase
the risk levels from there.
!! Make sure you always have User under User Non-live/Live and Event under
Even Non-live/Live.
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!! Always keep track of what events you increase (so please write the part
highlighted in red in your report).
!! After some adjustments were made in the system the multiple bet risk is
also included in the Single bet risk, so when increasing risk levels only
increase the Single Non-live/Live part.
Creating templates
Sometimes you will find events on which after you click on “Set risk” the
normal window will appear but you will not be able to increase them as the part
with User Non-Live/Live – Event Non-Live/Live will not appear.
When this happens then a template must be created.

Go to: http://seap.betbrain.com/index.html#Event
User: bc
Password: bc22
Search in the Name field for your event:

 Once found in the right panel, hit the yellow star and in the new window
hit the Create button.
 If the template is not created you’ll receive the below error:
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In order to correct this and successfully create a template you must follow
these steps:
1. In SEAP, go to Event-> EventTemplate. Here, search for your race and
copy the ID of the race.
2. Then go back to the golden star button page and click the edit button.
3. We need to paste the ID that we’ve copied into the template box and then
click the “save” button
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4. And… MAGIC! The template has been correctly created.
 Once this is done, please refresh the page with the risk levels and press
“Set Risk” button again.
2.3 How to increase user limits and check risk limits.

 First of all go to user search page and search for the user.
 After the user is found, open the tab “User risk profile”.
Once you get there the basic limit will be found in the top left corner:
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 General Limit (Global)-this one affects the user for all operators, so if he
is limited globally every time he opens a new account then the user will
start with that limit.
 General Limit (Local) - Affects the user only for the respective operator.
! Please note that when having one of those limit with negative value then the
positive one is taken into account.
If both of them are have negative or positive value-then the local limit is taken
into account.
Sometimes only checking that limit is not sufficient as our traders might limit a
user only for a sport.
“General Limit History”- shows you exactly who set the limit and when.
“Set Global limit by detail/ Set local limit by detail” – allows you to limit the
user globally on just one sport at your choice Live/pre-live so this is when we
specifically target to limit the user on Soccer live(for example).
To check if one of these limits were set, please access these two tabs and if he
was limited it will appear there.
! Last but not least, if an operator asks for a user to be limited and it’s a matter
of urgency and no trader is around please set the limit yourself by clicking
“Edit” button (bottom of the page-highlighted in black).
If you resort to this action, please go to the user’s “Notes” tab and leave a note
with the chat/ticket ID and nevertheless send an email to trading team informing
them the action you have taken.
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Chapter 3
Bets
2.1 How to check if a bet was credited (how to work with Gammatrix)
There are 2 situations here:

A. When the operator has Seamless balance- If this is the case then you
need to do the following:
Step 1
 Please go to Gammatrix and search for the user, once the user is
found open the users profile and go to “Transactions” tab.
 Once there please click on “Open in transaction monitor”.
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 When it is opened, check for the bet ID there. If the bet is a winning one,
then in Gammatrix the transaction appears two times. (If the transaction is
void it also appears two times/if lost once).
 First it has “D” in front, which means funds were taken (place bet) from
the account and then it should be with “C” where the winnings were
credited.
 If the bet is a winning one and the transaction with “C” doesn’t appear,
then that means that the bet wasn’t indeed credited.
Step 2
What you need to do now is go to (Administration->Seamless Change Balance
Manager): http://prod-nbt.oddsmatrix.com/settlementmain.do
Once there, paste the affected bet in the Bet ID scope (please see below):
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 If the transaction is indeed faulty then an error message should appear in
the last scope and should have N under “is Finished” (or just one of the
case) - if this is the case then check the trinket on the left side of the page
and press the resend button, this should credit the funds and create the
“C” transaction in Gammatrix.
! There are cases when the operator was credited but money is missing
from his account (this is usually caused by the fact that a bet he initially
had won was resettled to lost, thus creating a debt in the user’s account).
In these types of cases you need to compare the transactions in Gammatrix with
the users betting history.
If the bet for the operator appears you as credited, then above the transaction
should be another one that deducts funds from the account-go to the right
(please see below) of the page and take the respective bet ID from there and
check in Oddsmatrix if this was the case.
Other tips to use Gammatrix

 In case you want to know more details about a transaction then please
click on the corresponding id which is found under “Identity”.
This will take you to this section:
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From here you can find out what sort of transaction this was:
The codes are the following:
Action Description
CommitBet 102 place bet
Rollback 102 cancel placed bet
change 201 + payout
change 201 - resettle from won to lost
change 101 release money for refused live bet
change 202 + resettle by changing status to won
change 202 - resettle by changing status to lost
change 302 + reverse initial locked deposit money to Op system when bonus expired
reverse initial locked deposit money to Op system when forfeiting
change 303 + bonus
reverse initial locked deposit money to Op system when removing
change 304 + bonus
deduct initial locked deposit money from Op system when creating
change 307 - bonus
add bonus balance to Op system when amount of bonus balance meets
change 308 + turnover
deduct bonus balance from Op system when bonus turnover failure to
reach because of re-settlement
change 306 or reverse a useup
change 310 credit bet bonus to Op system when bet bonus turnover is reached
reverse bet bonus from Op system when bet bonus turnover failure to
change 311 reach because of re-settlement
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From Postings you can find out what funds the user had in his account before
and after he placed the bet.
B. When the operator doesn’t have GM (non-seamless)
If the operator isn’t seamless then it is easy as pie, you need to search for the
user, open “My Sports Account” and there you will see a button called “Export”
(see below).
This action will export all the users’ transactions in an Excel document and
from there select the whole “Amount” column and make the sum.
If the sum is the same as the user’s balance then his balance is fine, if not our
developers need to investigate.
*For the moment only Igame and Betredkings and Topsport don’t have
seamless wallets.
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2.2 How to check if a bonus bet has been credited
These checks are almost the same as checking the balance for non-seamless
wallet operators.
What you need to do is search for the user and go to his “Bonuses” tab:
 From there click on “Turnover bets” and a list with all the bets placed
from that bonus will appear.
 What you need to do now is see what amount the user received as bonus
(please note that if the T&C of the bonus has the feature Lock initial
deposit “Yes”, then the amount should be double).
 Now you open a new Excel doc. and input the amount he received as
bonus first, in a cell. Select the whole amount row from the pop-up that
opens from clicking the “Turnover bets” button and put them below the
first cell in the excel doc.
 Then you need to make the sum and this should be the same as the user
has in his Bonus Balance.
 If this is not the case then further investigation is required.
Bonus balance bets cannot be seen in Seamless Change Balance Manager

nor in Gammatrix.
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Chapter 4
Bonuses
4.1 General bonus T&C

Bonuses are split in 2 types, normal bonuses where users receive funds
and need to complete a turnover, so that the bonus funds are passed into his
regular balance, and free bets.
Bonuses are split in two categories:
1. General bonuses – which are granted automatically based on a
promotional code
2. Personalized bonuses – which are granted manually
There are two types of freebets: with turnover (if the freebet is won the
profit will reach the bonus balance and it is transformed into a bonus; the user
should follow the wagering requirements in order to win the bonus so that the
money to be transferred to the real money balance) and without turnover (if the
freebet is won, the money are transferred to the real money balance).
How a freebet works?
For ex. a user receives 10EUR freebet. He should place a bet with the entire
amount or less (but in this case he will lose the remaining amount because a
freebet consists of one bet only) and if the bet is won, then the stake is deducted
from the winnings and only the profit will reach the bonus balance.
Let’s say the user places the freebet on odds 2.0 and he wins the freebet:
10EUR x 2.0 = 20EUR (winnings)
20EUR (winnings) – 10EUR (stake) = 10EUR (profit)
According to the calculations only 10EUR (profit) is transformed into a bonus
and are transferred to the bonus balance. Now it’s time for the user to follow the
wagering requirements.
Please note that a user cannot have two active bonuses at the same time or he
can’t receive the same bonus offer twice.
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Please note that if the freebets or bonuses are won, the money will be
automatically transferred from bonus balance to real money balance and only
after that the user is able to withdraw the funds.
a) What to check for when a user cannot place bets from his bonus
balance.
In order for a user to place bets from his bonus balance the user must respect a
set of Terms & Conditions.
To find the specific T&C of the bonus you must search for the user and open his
Bonuses tab. Once there please click on the latest bonus offer and a pop up
will appear (highlighted in black).
In the pop up you will see a set of conditions the user must respect in order to
place bets from his bonus balance.
Usually the most common mistakes users do is they don’t reach the minimum
odds and they try to place bets on the same event twice (*if the bonus has the
feature Can bet: No limitation, then the user can bet as many times as he wants
on the same event).
Bonus balance bets cannot be placed on outrights.
Other things to check:

 The bonus is not expired-the bonus has normal status (please note that a
bonus can be expired but if the user still has open bets placed with bonus
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balance then the bonus will change its status once all his bets will be
settled).
Free bets are subjected to the same set of rules as regular bonus balance bets
and cannot be placed on: Asian handicap or Over/Under and outrights.
4.2 How to create a bonus
In order to create a new bonus you should go to OM -> Bonuses -> Create
New Bonus. Now it’s time to select the bonus criteria:
a) Operator: select the operator from the dropdown list;
b) Promo offer type: you’ll find 3 options but only 2 are available in our
system: Freebet and Deposit Bonus;
c) General bonus/Personalized bonus: as you already know general bonus
is granted automatically based on a bonus code and personalized bonus is
granted manually;
d) Bonus name: select a relevant name;
e) Promotional code: if there is an existing bonus code you should write it,
if not you have the option not to write it;
f) With or without deposit: the bonus could be triggered by a deposit or
not;
g) Country: this option allows you to include or exclude the users from a
specific country and limits them to receive/not receive this bonus;
h) Affiliate ID: if you select an affiliate ID the bonus will be received only
by the users from the specific affiliate group;
i) Group: if you select a group of users the bonus will be received only by
the users from the specific affiliate group;
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j) Users: new user (is considered the user who doesn’t have any sports
activity, no bets), old user (is considered the user who has sports activity,
placed best) and all users (all the users from the last two categories);
k) Start/End Date: is considered the bonus campaign period, in which the
users can receive the bonus;
l) Max users: you can limit the number of users that will receive the bonus;
as soon as the limit is reached, the bonus won’t be available;
m) T&C link: it’s important to write the link where the T&C could be found
on the operator’s website;
n) Bonus Amount: you can choose the currency and the bonus amount (if
the bonus amount should be the same for all users); please note that if the
bonus currency is in EUR and the user has the currency in USD, the
system will convert this amount in EUR!
o) Minimum deposit amount: you can choose the minimum deposit
allowed so that a user to be eligible for the bonus; please note that in
order to be eligible for the bonus a user should deposit equal or above the
minimum required amount!
p) Type of bet: you can limit the user to place only single or multiple bets
with bonus funds; “all” option means that he is not limited;
q) Required minimum odds (for system bet it applies per selection): you
can choose a minimum odd and if the user wants to bet on a lower odd he
won’t be able; please note that in case of system bets it applies for
combination!
r) Required maximum odds (for system bet if applies per selection): you
can choose a maximum odd and if the user wants to bet on a higher odd
he won’t be able; please note that in case of system bets itapplies for
combination!
s) Sports setting: you can choose to include or exclude sports type;
t) With live betting (limited for all bets): you can limit the user to be able
to place only live bets, pre-live bet or both live and pre-live bets; please
note that in case of a freebet not only the first bet is limited, but all of the
bets placed with this type of bonus!
u) Trigger by Bet: you can choose the freebet to be triggered by a bet;
v) With Turnover or Without turnover: you can choose the bonus to be
wagered or not;
w) Turnover: this option allows you to choose how many times you should
wager the initial bonus amount;
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x) Turnover type of bet: in case of freebet you can limit the type of bets
placed after the freebet is won;
y) Turnover required minimum odds (for system bet if applies per
selection): in case of freebet you can limit the minimum odd for bet
placed after the freebet is won;
z) Turnover required maximum odds (for system bet if applies per
selection): in case of freebet you can limit the maximum odd for bet
placed after the freebet is won; please note that in case of system bets it
applies for combination!
aa) Turnover Sports setting: you can choose to include or exclude sports
type for the bets placed after the freebet is won;
bb) Maximum stake per bet: this option doesn’t limit the amount placed on
a bet, it limits the amount that counts for the wagering; ex: if “max stake
per bet” is limited to 50EUR and I place a bet of 60EUR, the system
allows me to place the bet of 60EUR but only 50EUR will count for
wagering;
cc) Can’t bet: this option limits the user to pace more than one bet on the
same event;
dd) Validity Period: this means the period in which the user should make
the wagering requirements (the period the user is able to use the bonus).
4.3 How to add/remove bonuses

These features can also be found in the “Bonuses” tab.
a) How to remove a bonus
In order to just stop a bonus offer you will find two buttons “Stop all” or an
individual button for each bonus offer “Stop”.
“Stop all” will stop all bonuses from the user’s account while “Stop” will stop
a single specific bonus.
In order to completely remove a bonus and the bonus funds from the user’s
account you must press the “Forfeit” button. (Please note that after you press
this, a new button might appear “Remove”, if the button is pressed then the
bonus will completely disappear from the user’s account and the same offer can
be added again.)
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Do NOT press the remove button! If the bonus is entirely removed, all the
history will disappear and sometimes the operators ask about users’ bonus
history.
In order to forfeit a bonus all the bonus balance bets placed from that
bonus must be canceled first.
b) How to add bonuses

This feature is also found in the “Bonuses” tab.
To add a bonus the two buttons can be used.
 “Personalized bonus” will let you add a bonus to a user at your desire,
allowing you to choose what bonus amount you wish to add to the user
and also what turnover he must complete.
*Please note that in order to add this bonus the operator must have a
personalized bonus offer active. (Deposit bonus offers cannot be added by
“Personalized bonus” button.)
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 “Get bonus” this button will automatically trigger a bonus in the user’s
account, if he qualifies for receiving a bonus (this option is to be used
when the user made a deposit, but somehow he didn’t get a bonus).
Other bonus tips

a. Please note that a user can have the turnover of the bonus appearing with
negative value. In these cases the user already completed the turnover but due to
the fact that he still has open bets, placed from his bonus balance, the user’s
bonus balance was not transfer to his regular one.
Once all the bets will be settled, the user’s bonus is passed to his regular one.
b. To see who added a bonus to a user please use the “Logs” button, this will
show what adjustments were made to the bonus, and who made them.
c. You will sometimes see in the T&C of the bonus specified a condition
“Max stake per bet”- this feature doesn’t mean that the user is limited to
that stake, he can place bets with higher values, but only what that
condition stipulates will be counted towards his turnover.
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Ex: Max stake per bet: 50 Euro – the user can place 100 Euro on the bet, but
only 50 will be taken into account for his turnover.
d. If you see bets placed at exactly the same time and on the same
markets/events, one from bonus balance and one from normal balance, it
means that the user tried to place a bet exceeding his bonus balance and
thus the system splits them in two separate bets.
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Chapter 5. MailChimp
Sending notifications via MailChimp

A. In cases of planned maintenance, internal or third party crashes which
affects more than one OM operator follow the steps below:
http://mailchimp.com/
a. Login with the username and password provided
(support@everymatrix.com, 7d83!M00U7a9)
b. Start an email campaign always selecting the templates from

OddsMatrix Folder: Templates -> Folders (dropdown) ->
OddsMatrix
c. Select the Template that you are about to use and click the EDIT
button
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d. On the right screen you will see the html code. Please modify only
the text phrase where you want to add information.
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e. After updating the information you can see on the left screen that
the information has been updated accordingly.
f. After the change is done click on save and exit

g. You will be returned on the Templates section, go to the last
edited template, list the dropdown and from there choose Create
campaign.
h. You are redirected on the contacts lists page, from where you will
choose the list which relates to the problem ( OddsMatrix
Contacts). After choosing the list click on next.
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i. Name of the campaign and email subject will contain the same
details as the newsletter itself, see screen. Name will always be
completed with Everymatrix and the last field email with
support@everymatrix.com. After completing the fields click on
Next
j. Skip Design part by clicking Next
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k. At this stage you have on step before completing the campaign.
You need to test it, for this on the top right screen you have
Preview and Test. Click on it and choose Send a test email
Depending on the notification’s subject select from the My Templates file on

the left the best suited one for that situation.
l. Enter the support email (omsupport@everymatrix.com) and send
test.
m. After completing the test click Send. There you have your first
campaign using MailChimp completed.
Here you may find more information about MailChimp:

https://everymatrix.atlassian.net/wiki/pages/viewpage.action?pageId=11187011
6
Tips& Tricks
 All notifications must be as small as possible, grammatically correct,
times must be accurate (so please pay close attention to Time Zones), and
also contain as much information as possible.
 Please make sure that you send 3’rd party provider notification in cases
when not one of our services is affected, but one of our partners (Kiron).
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Chapter 6
Emergency cases and how to handle them
6.1 Front end errors and what they mean.

Sometimes when users try to place bets they encounter errors shown it their
betting slips, what appears and what they mean can be found bellow.
OM Error Error Message Explanations

Code
301 Same odds in one bet can't place multiple and

system bets on the same
outcome and same event
302 Too many or no odds A a maximum of 20

seselections can be added to
the bet slip for single and
multiple bet/A m maximum of 8
selections for System bet
303 Price changed when placed a bet, odds

changed will have this error
message
304 Invalid amount the stake you input is invalid
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305 Invalid odd data outcome did not
exists/Event did not exists/if
multiple, must contain more
than 1 bets
306 Can't place odds
30601 Can't place odds-N01
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307 Invalid bet ID when get bet, the bet ID does

not exist, will have this
message
308 Invalid bet status when get bet, input the

wrong status of that bet will
have this error message
309 Invalid bet data user not exist in RCM, when

place bet will have this error
message
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310 The multiple bet is not can't place multiple bets for
available outrights under the same
country or same tournament
311 Match was stopped the match was stopped
312 The horse is not the horse is non-runner

running
313 Disable outrights for horse racing, can't place

multiple multiple with horse racing
match
314 The stake is less than the stake is less than min
minimal stake stake. For EUR min stake is
0.25
315
The stake is over risk the stake is over the max
limitation stake
316 The odds can't be less can't place bet on odds equal
or equal 1.0 or less than 1.0
317 The betting offer was betting offer expired or

expired match finished
318 The match has been when match suspended,

suspended can't place bet on the match
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319 The match has been match has been settled, we
settled can't place bet on that match
320 odds not update over 10 OM Core disconnected with

minutes OPC over 10 minutes
321 match has been finished and

odds expired
The match was expired
322 The system bet is not can't place system bet for
available these bets(horse racing)
323 The match has been The match has been

suspended by override suspended by override start
start time time on Oddstable risk
monitoring page
324 odds not update due to OM core

disconnected with opc,
when place bet will have
this error message
325 Can't get bets due to some reasons, at this

moment you can't get bet
326 Winner cannot in same can't place multiple bet for

region or sports winner which in the same
location or sports
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327 H2H or H2H2H and can't place multiple bets
Winner cannot between H2H/H2H2H and
combined winner when there are same
participant in it
328 2 H2H2H participant in the two participants in

same pair H2H2H can't combine
multiple bet
329 2 H2H participant in the two participants in H2H

same pair can't combine multiple bet
331 None outrights can't place multiple bet on

outcome in same event! the same event
332 Outrights and none can't place multiple bet for

outrights are in same outrights and non-outrights
tournament! under the same tournament
333 Cannot combine horse can't place multiple bet

racing to none outrights between horse racing and
non-outright(1x2...)
334 Winner cannot contain can't place multiple bet on

same participant the same participant for
winner
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335 2 participant are same can't place multiple bet on
the same participant for
winner and the match under
the same country
336 The Each Way mode of a horse racing match didn't

the match isn't enabled provide each way, so can't
place each way bet on that
match
337 Can't get risk can't get risk when this

outcome is not exist or
RCM didn't work
338 There isn't the system when get bet, input the not
bet existed system bet ID, will
have this error message
339 The player hasn't when get user's bet, input the
the system bet wrong system bet id will have
this error message
340 Can't place bet due can't place bet when operator
to the operator API has exception
API exception
341 Not enough not enough money to place that

money for placing bet
the bet
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342 Can't place bet due can't place bet when operator
to the operator API has exception
API exception
343 There is an error when placed bet, received error

returned by from operator API
operator API for
placing the bet
344 The outcome has a match's outcome has been

been settled settled, we can't place bet on that
outcome
345 Events selection is e.g system bet include 3 sub bets,

not matched with so system Betting Type ID
system bet bets should be 300 or 301 or 302
requests instead of 400 or 500
346 the bet is refused placed live bet, when this bet is
due to a pending in pending status, you can't place
bet, please try it again until it was accepted or
again refused
347 the bet is refused you placed bet refused by system

,please try again
348 odds is less than can't place bet on odds less than
1.01 1.01
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349 Outcome is empty outcome is empty
350 Betting offer has the betting offer not update over
delay over 3 minutes
3miniutes
351 The multiple bet is can't use freebet to place that

not available for multiple bet
free bet
34003 User account not user account not found in OM

found
34004 User account user account blocked in OM

blocked
34005 User account not user account not active in OM

active
34006 OddsMatrix OddsMatrix account blocked

account blocked
34007 OddsMatrix OddsMatrix account not active

account not active
34008 Your loss limit has your loss limit has been reached
been reached
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34009 Your wagering your wagering limit has been
limit has been reached
reached
352 operator API operator API access exception

access exception
35201 operator API operator API access exception:

access exception: read timeout
read timeout
35202 operator API operator API access exception:

access exception: connection timeout
connection
timeout
This can be useful to discover other bigger issues.

Example: A user receive the error with code 350 (Betting offer has delay over 3
minutes). In this case we might have a live odds issue, causing live odds not to
update.
6.2 How to report issues in Jira
Jira is used to report and track bugs and production issues.

You can access Jira by going to:
https://everymatrix.atlassian.net/secure/Dashboard.jspa
Once there please click the Create button, and a pop up will show.
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Now complete the corresponding field as follows:
a. Please leave this field as default (“Production Issues”).
b. You can choose here from “Technical Investigation” or “Bug”
depending on the case.
c. Please write a detailed and accurate description of the issue (can be
considered like a subject).
d. If you click here a drop down list with our operators is revealed-
please select the affected one or if all operators are affected please
select EveryMatrix Other.
e. The priority will be set in accordance to the error. A single bet or
small issues that don’t generate downtime or incapacity to place
bet-use website are considered minor.
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f. Please use the most appropriate components-they usually are
OMFE and OMCORE, please asset the issue and try to categorize
it as it should be.
g. Choose the closest thing that is affected.
h. It will always be NBT-RO.
i. The description will always be completed with this template:
 Operator affected:-write which operator(s) are affected/ if all please write
all.
 Unique identifier: Leave as many details as possible, like event name/id,
user id/name, bet id etc.
 First reported: When the issue was first discovered/reported
 Issue description:-write a full description of the incident, how it occurs,
how it manifests as many details as possible
j. Always try to leave screenshots with the issue, they are mandatory
so please take as many as possible.
k. Try to label the issue with what might cause it
Example: OMFE, OMCORE, Bonuses etc.
l. Always leave 1
m. Always use OM Support Track- Then press create.
6.3 How to report Incidents
Incident Definition: An Incident is any event which is not part of the

standard operation of the service and which causes, or may cause, an
interruption or a significant reduction in the quality of the service, module
or infrastructure component. Mainly when SLA is affected.
Incidents are usually crashes and unexpected downtimes.
An incident can also be a third party provider crash.
Incidents are categorized in 3 ways, by priority:

 P1 (Critical Incident) - Multiple services or entire Everymatrix platform
is down or considerably slow. Multiple Operators are down. Other
incidents that threatens EveryMatrix business continuity. (E.g. dDoS
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attacks, hardware failure, data center connectivity loss, other disaster
scenarios)
 P2 (Major Incident) - One Operator is down, or one service is down or
considerably slow. Other incidents that have direct financial impact on
Operator's business (e.g. single operator bonuses malfunctions, users not
being able to login, deposits/withdrawals not processing, delayed
settlements, etc.)
 P3 (Minor Incident) - Other production issues, everything else that
could be classified as incident, as per Incident definition on top of this
page.
Reporting Incidents:
 First of all try to correctly asses the importance of the incident.
 If the incident is P1 or P2 immediately call Incident Management team.
Phone: (+40)732-716783)
 Once you have reached them via phone, send an email towards them
(email: incidents@everymatrix.com) with this form:
 always use the Jira template in the body (and give as much details
as possible including "First time reported")
 always start with the priority in the subject [P1, P2, P3] depending
on the case
 if the priority is P3 then you should make the Jira task and write
the direct link to the issue like bellow-please do not call them if not
necessary
 always write down the person you talked to
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The discussion on the topic shall be held over Skype (Skype id:
incidents.everymatrix)
Always remember to send notifications to operators when all of them are
affected.
Never report an incident without successfully reproducing the issue.
For more details on how to report incidents please access:
https://everymatrix.atlassian.net/wiki/pages/viewpage.action?spaceKey=TO&tit
le=How+to+Report+an+Incident
Or
https://everymatrix.atlassian.net/wiki/display/TO/Incident+Severity+Categorisat
ion
6.4 How to remove sportsbook

In urgent cases we can put down the sportsbook and replace it with a
maintenance message.
Please note that this action is only taken in special cases and permission is
needed from a higher authority. (In cases of live odds not updating we may
remove the sportsbook as there is risk of losing lots of money.)
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To remove the sportsbook you need to access this link:
http://10.0.10.31:8081/admin/login
Once there please log in with the following details:
Username: su
Password: Paro1A
Once you log in go to Downtime>Manage Downtime Notification
Once there on the top right corner you will see a group of buttons.
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From there you can either remove all the pages related to sports by simply
clicking “Enable all” and then “Save all”, or you can remove sections by
enabling only one group (ex: Virtual Sports).
Please keep in mind that when the left side is marked with green then the
Maintenance message is visible in Front end, not that the pages are online.
Basically “Enable all” takes down sportsbook and “Disable all” puts the
sportsbook back online.
In order to remove the Maintenance message simply click on Disable All then
Save All.
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Chapter 7
Other tips and useful info
7.1 How to reset a user’s password

First of all search for the user in “User search”, once found go to “My profile”
tab and
press the “reset” button, then please input the new password and press Enter.
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Please note that this feature must be used only for operators support accounts,
do not reset the password for users. (If you are asked to do this ask them do it
themselves through the feature present on the website.)
7.2 How to activate/deactivate account

In order to deactivate an account just search for the account, then check the box
on the top right (highlighted in red) and then press the “Deactivate” button.
To activate an account, simply press the “Active” button.
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7.3 How to create a new back office account
Go to “User Information” tab and select “New user registration”, then fill in
the spaces as the screenshot suggests.
Please note that after pressing the submit button, you must immediately search
for the new account and attribute the respective roles.
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For operators:
For support members:
7.4 How to check why a bet was voided:

For live-bets: live bets are subjected to pending intervals, and if the odds change
too much or disappear then the bet is automatically canceled.
To find out if this was the case then please go to Risk Management->Live
Betting->Validation Result(due to a bug once the page is loaded please access it
again):
http://prod-nbt.oddsmatrix.com/validationResult.do
Once there input the bet ID and press query.
If the part under “detail” is red then the bet was automatically canceled by our
system.
For pre-live bets:
You can search for the bet in chats, tickets, and the resettlement doc:
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https://docs.google.com/spreadsheets/d/1VJEG68C0pVegq9hQKU8whzt6VFS
CAFZz-NJTiTsXi04/edit?pli=1#gid=0
But first of all check if the match was not abandoned/ postponed/walkover etc.
7.5 How to create sports account in GM
First you need to log in with your GM account and search for the user.
Once found please copy the User ID and go to “Users” tab Sports Accounts.
Once there please input the User Id in the “single user id” section and press the
first “Create Sports Account” button.
Please note that this is to be used only when the user can be found in GM and
not in OM.
7.6 Other useful info and links
A. What to do when an operator’s SSL certificate expires.
There is nothing much to do on our side you ask the operator to renew the
certificate and asked them to send the new one to us.
Once this is done, contact System by phone and asked them to renew the old
one. (Send the new certificate to them via email)
B. Important links
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a) Operator list and info:
https://docs.google.com/spreadsheets/d/12pcZ4h5gr0Tksr2MTW7o2mOz
gcDkBVF7_2t7IntmkX8/edit#gid=0
Here you may find info such as:
 operators account manager
 seamless/non seamless
b) Resettlement documents:
https://docs.google.com/spreadsheets/d/1VJEG68C0pVegq9hQKU8whzt6VFS
CAFZz-NJTiTsXi04/edit?pli=1#gid=0
Or
https://docs.google.com/spreadsheets/d/1XqJhmB4EmBRlKPGhOHNd2ybW-
XbM7vfZvCdUswlM_II/edit#gid=0
Here it is mandatory to complete once a bet is resettled/canceled with other
reasons than postponed/retired/walkover/abandon
c) Betting type closed
https://docs.google.com/spreadsheets/d/1DwvKMv2UUoQQWvUZGo22
Aro1_tPUzmOD0Xri2-xuPF4/edit#gid=0
Here you may find what markets are closed for various reasons.
d) Limits document
https://docs.google.com/spreadsheets/d/1RMUuK5es0DWVnrZToK7AG
yFq0AdxWbjRgkX2k6-Kh0U/edit#gid=5
Here you may find what automatic limits are set to users from various
countries, depending on each operator request.
e) Phone numbers
https://docs.google.com/spreadsheets/d/1QzOZ7-JZVvYGxxbC4Z2-
KmaXOVgw38y7oJSx-bEgl0c/edit#gid=0 –this is for support
member’s phone numbers
https://docs.google.com/spreadsheets/d/1lcc_IYi7jEn6FG0yKwxpwA
y8qIL0ow2TMIWaU3NOLbY/edit#gid=1 – this is the usual schedule
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document, by changing the sheet on the bottom of the page, you may find
various numbers.
https://docs.google.com/spreadsheets/d/1dG_lDFqmHPxEMaq5GKHkK
Cc1DT_9Rcek-ihyNPz1ggs/edit#gid=0 – this is an older doc, you may
try here.
https://everymatrix.atlassian.net/wiki/display/PMO/Emergency+Solution
+Team – here you may find the numbers for the OM development team
in Changsha.
f) When we have downtime doc.

When we have downtimes or operators complain that their website runs
slow, please complete the following doc with the necessary info.
https://docs.google.com/spreadsheets/d/1mELsIn8FqjNj8sHLRaBIsiWea
KF6rb_7XHV_Em6MAO0/edit#gid=0
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Trading Support 101

Always try to become better and never be afraid to ask/call when in

1.1 Betting types, Odd Types, Winnings calculation

I lose the bet when:

b. 1x2 with Handicap (3-way Handicap)

In all other situations I will lose the bet

In all other situations I will lose the bet

In all other situations I will lose the bet

For all other scores I will lose the bet

I lose the bet when:

I lose the bet when:

I lose the bet when:

This betting type has 9 outcomes:

Asian Handicap can have 2 types of parameters:

I win the bet when:

I get the stake back when:

I lose the bet when:

I win the bet when:

I lose the bet when:

I win the bet when:

I lose the bet when:

I get my stake back when:

I win the bet when:

I lose the bet when:

The bet is HALF WON when:

I win the bet when:

I lose the bet when:

The bet is HALF LOST when:

List of most betting types

Table for System Bets:

System Number of bets

Winnings for system bets are calculated depending on how many

 Please always leave major football events to be settled automatically

Football Manual settlement

Bets on “Goal in time range” or “Time of first goal”...

Tennis Manual settlement

Ice Hockey Manual Settlement

Basketball Manual Settlement

B. While if it is NBT (New Betting Types), almost the same as Football.

Baseball manual settlement

Volleyball manual settlement

B. While if it is NBT (New Betting Types), almost the same as Football.

B. If it is a Non-live Snooker match, and we only have bets on Match

1.4 Manual settlement for Next team to score:

1.5 Settlement for more obscure sports

How to check if pre-live odds are collected.

2.2 How to increase risk levels/ create template

When this happens then a template must be created.

Search in the Name field for your event:

2.3 How to increase user limits and check risk limits.

There are 2 situations here:

Other tips to use Gammatrix

B. When the operator doesn’t have GM (non-seamless)

Bonus balance bets cannot be seen in Seamless Change Balance Manager

4.1 General bonus T&C

Bonus balance bets cannot be placed on outrights.

Other things to check:

4.3 How to add/remove bonuses

b) How to add bonuses

Other bonus tips

Sending notifications via MailChimp

b. Start an email campaign always selecting the templates from

f. After the change is done click on save and exit