Navigate to Content > Messages to read player messages, respond to them, and process verification and withdrawal requests.
Overview
The Messages Center has three tabs:
| Tab | Purpose |
|---|---|
| Inbox | General player messages to the site |
| Verification Requests | Players requesting identity verification (KYC) |
| Withdrawal Requests | Players requesting to withdraw funds |
The page header shows the total number of messages and unread count. The Inbox tab shows a badge with the unread count when you have new messages.
Inbox
The Inbox shows all messages sent by players to the admin team.
Filtering Messages
| Filter | Options |
|---|---|
| Search | Search messages |
| Category | All / General / Verification / Support / Withdrawal |
| Read Status | All Messages / Unread / Read |
Message Categories
| Category | Color | Use Case |
|---|---|---|
| GENERAL | Blue | Miscellaneous player inquiries |
| VERIFICATION | Purple | Account or identity verification requests |
| WITHDRAWAL | Yellow | Withdrawal-related questions |
| SUPPORT | Green | Technical support requests |
Reading a Message
Click the eye icon (or the message row) to open the View Message modal. The modal shows:
- Sender username and email
- Category badge
- Subject and full message content
- Date and time sent
- Read status (messages are automatically marked read when opened)
Replying to a Message
In the View Message modal, click Reply. A compose form opens pre-filled with:
- The original sender as the recipient
- The subject prefixed with "Re: "
- An empty message body
Type your reply and click Send Reply.
Composing a New Message
Click Compose Message. Fill in:
- Recipient User ID — the internal ID of the player you want to message
- Category — select from GENERAL, VERIFICATION, SUPPORT, or WITHDRAWAL
- Subject — the message subject line
- Message — the full message body
Click Send Message to deliver it to the player’s inbox.
Verification Requests
The Verification Requests tab shows players who have submitted identity verification (KYC) requests. It includes stat cards at the top:
| Stat | Description |
|---|---|
| Total Requests | Total number of verification requests ever submitted |
| Pending | Requests awaiting admin action |
| Unread | Unread verification requests |
| Pending Users | Number of unique users with pending verifications |
Filtering Requests
| Filter | Options |
|---|---|
| Search | By username or email |
| Status | All / Pending Only / Verified Only |
| Read Status | All / Unread / Read |
Processing a Verification Request
Each pending request shows Approve and Reject buttons.
Quick Approve: Click the checkmark icon directly from the list to approve immediately (grants TIER_1 verification level).
Full Review: Click the eye icon to open the detailed view, where you can:
- Read the player’s full verification message
- Enter an optional response message to send back to the player
- Choose to Approve (with an optional response) or Reject (with an optional rejection reason)
Statuses:
- Pending (yellow) — waiting for admin action
- Verified (green) — request has been approved
Approved users are marked as verified in their user profile, which may unlock withdrawal capabilities and other site features depending on your settings.
Withdrawal Requests
The Withdrawal Requests tab shows players requesting to withdraw funds from their account. It includes stat cards:
| Stat | Description |
|---|---|
| Total Requests | Total number of withdrawal requests |
| Pending | Requests awaiting processing |
| Unread | Unread withdrawal requests |
| Pending Amount | Total dollar value of all pending withdrawal requests |
Filtering Requests
| Filter | Options |
|---|---|
| Search | By username or email |
| Status | All / Pending Only / Processed Only |
| Read Status | All / Unread / Read |
Withdrawal Request Details
Each withdrawal request shows:
- Player username and email
- Requested amount and processing fee
- Payment method used
- Request status (PENDING / COMPLETED / REJECTED)
- Date submitted
Processing a Withdrawal
Click the eye icon (or the Approve/Reject icons) to open the full withdrawal action modal. From there you can:
- Review the full details of the request
- Enter an External Transaction ID (optional) — the ID from your payment processor for tracking
- Enter an optional response message to send to the player
- Click Approve to mark the withdrawal as completed and process the payment
- Click Reject to deny the request (with an optional reason sent to the player)
Statuses:
- PENDING (yellow) — waiting for admin action
- COMPLETED (green) — approved and processed
- REJECTED (red) — denied
You can also approve and reject withdrawals from Finance > Withdrawals.
Required Permissions
| Action | Required Permission |
|---|---|
| View inbox and messages | messages:view |
| Compose and send messages | messages:send |
| Delete messages | messages:delete |
| Bulk message operations | messages:bulk |
| Approve verification requests | users:approve |
| Approve withdrawal requests | withdrawal:approve |