Administration
Answers to common questions about using the Puntra admin panel. If you can't find what you're looking for, contact your platform administrator or Puntra support.
Keyboard Shortcut
Press Ctrl+K / Cmd+K in the admin panel to use Global Search — it can often find what you need faster than browsing the FAQ.
Account & Access I forgot my admin password. How do I reset it? I lost my 2FA device. How do I regain access? Why can't I see some sections in the sidebar? My session keeps expiring. What's happening? Finance & Payments A player claims they deposited but their balance wasn't credited. How do I process a withdrawal that's above the 4-eyes threshold? What happens if I accidentally approve the wrong withdrawal? How do reconciliation discrepancies occur? Sportsbook An event result was entered incorrectly. What do I do? When should I suspend markets? How do I handle a cancelled match? Casino A player reports a game isn't loading. How do I add new casino games? A game round is disputed. Can I refund it? Players & Risk How do I investigate a multi-account alert? A player wants to self-exclude. How is this handled? How do I handle a bonus abuse case? Platform (Super-Admin) How do I onboard a new operator? An operator wants a custom domain. How do I set it up? How do I suspend an operator?