Are you experiencing technical issues? Never worry, we’re here to help!
I was disconnected while playing a Casino game.
You may occasionally experience disconnections from our game servers when playing. We understand this is common for all internet providers, and it should not be an issue when you are playing with us.
If you are disconnected, our system will simply pick up where you left off and you will be able to continue playing. If you were disconnected right in the middle of a spin, the game will finish that spin and credit you if you win. If you lose connectivity during a live game—for example, in the middle of a hand—any bets you have made will remain in play just as they would in a land-based casino, resulting in a win, loss, or push. Should you win, you will be able to see your winnings in your updated balance when you reconnect.
If you continue to experience disconnection issues, please contact your internet provider, and make sure that your device and systems are all up to date!
Note: In the event of a technical problem or disconnection of any kind from our site, all hands will be void and the original bets returned to players.
My game is frozen.
We are sorry you’re experiencing difficulties with your gameplay. In this case, a number of factors could be affecting the game, so we will go through some troubleshooting steps.
This may be caused by a poor internet connection. First, verify your internet connection and make sure everything is in working properly.
If you are unable to log back into the game and your internet connection is working, then please clear your browser history, cookies and cache by following these steps:
For Windows users: in Google Chrome, click the menu at the upper right, select the History tab, and click on History. Then click on Clear Browsing Data and finally, Clear data.
For Mac users: in Safari, click on the Safari drop-down menu, and click on Preferences. Select the Advanced tab. Select Show Develop menu in menu and close the Preferences window. Click on the Develop drop-down menu, and click on Empty Cache.
If clearing your cookies and cache doesn’t do the trick, please try using your usual browser in incognito mode. This will let you know if any browser extension is causing the issue. If you are able to connect to the game while in incognito mode, then please review any browser extensions and add-ons, and consider disabling or deleting those you do not need.
If this does not work to re-establish your game, please try rebooting your device. Simply turn the device off, wait 90 seconds, and then turn it on again and reconnect.
Finally, if none of the previous steps help, please make sure your device’s software is up-to-date, that it is not having any hardware issues, and that you are not using a VPN or any third party software that might interfere with our Casino client.
If after following all these steps you still are unable to reconnect to your Casino game and continue playing, then please contact us, and one of our Casino Experts will be happy to assist and get you back up and running!