It's unfortunate that sometimes internet connectivity problems can lead to unexpected disconnections. Our software is built to handle such issues, ensuring that players are safeguarded against unfair losses while also preventing any deliberate disconnections or exploitation of the system.
What should I do if I lose connection to the casino while I'm in the middle of a game?
The following disconnection procedures apply to a range of games including Blackjack, Slot Machines, Roulette, Video Poker, Baccarat, Craps, Caribbean Poker, Keno, scratch games, and crash games. If you need to take further action after being disconnected, your wager will remain in a restricted state 'in-game' until the round is finished, lasting up to 7 days for in-house games and up to 30 days for other providers.
BlackJack:
If you lose connection before hitting the Deal Button, but after placing a bet, that bet will be refunded to you. In other disconnection scenarios, the game won't provide a final conclusion, and once you reconnect, you can pick up where you left off and finish the game. In certain cases, you may need to complete that game before proceeding to other casino games.
After a period of seven days, the server will simulate the session using the best strategy applicable to the game. Once you are back online, you can check 'My History' to view the outcome of that game.
Slot Machines:
If a disconnection happens after you've made a bet and pressed the Spin Button: (i) if no further action is needed from you, the outcome of the game will be determined by our random number generator; or (ii) if you need to take more action, the result won't be provided. After you reconnect, you can continue the game from the point where you lost connection. If the game is still incomplete after seven days, the outcome will be resolved through our random number generator.
Regarding point (i), after reconnecting to our network, you can check 'My History' to find out the outcome of the game.
Games allowing you to select your Jackpot (where available)
In these particular games, you have a window of 30 seconds to choose a jackpot, or else one will be selected at random by the system. If a disconnection occurs during this selection period and you fail to reconnect and make a choice, the system will automatically choose a jackpot for you via our random number generator.
The jackpot counters in the game and lobby refresh approximately every 15 seconds, depending on your internet connection. Consequently, during a refresh period, if another player selects the same jackpot or the Combined Jackpot (which represents the total of all jackpots), the jackpot displayed may differ from what you actually win. The accurate amount of your winnings will be shown right after the refresh.
Since the refresh intervals can be quick, you might notice that the jackpot has reset before you are able to win it.
There may be multiple players reaching the 'Multiple Jackpot' feature at the same time, and if there's a conflict over the first selection, you might only receive a smaller jackpot amount (if applicable). Generally, the first player to hit a jackpot, according to our records, will claim the full jackpot prize, while others hitting the same jackpot will receive just the seed amount (if there's one) and any earnings accrued after the jackpot was hit (the 'Reduced Amount').
Although theoretically possible, simultaneous wins are quite rare; more commonly, wins happen in sequence, often minutes, hours, or even days apart.
Let’s suppose both you and another player have activated the 'Multiple Jackpots' Feature and yours is the second selection:
- If both players opt for the same jackpot, the other player will receive the entire jackpot prize, while you will only obtain the Reduced Amount.
- If the other player picks the Combined Jackpot and you go for a different one, they will secure all full jackpots, and for the one they have already won, you will only get the Reduced Amount.
- If you choose the Combined Jackpot while the other player picks a specific jackpot, they will earn the full jackpot prize they selected, and you will receive winnings from all jackpots except the one that the other player won, for which you will get the Reduced Amount.
- If both you and the other player select the Combined Jackpot, they will take all complete prizes while you will only claim the sum of your Reduced Amounts.
The game considers a random selection as a valid player's choice when addressing simultaneous or successive jackpot selections, including the Combined Jackpot.
This applies to both real-money and demo jackpots, whether you're playing on a PC or a mobile device.
Roulette:
If you lose connection after placing a bet but before hitting the Spin Button, your bet will be refunded. If the disconnection occurs once you've pressed the Spin Button, the result will be determined by our random number generator. After reconnecting, you’ll be able to return to the game scenario prior to the disconnection and check the result, or see if you won your bet in the roulette history table. In some instances, you may need to finish the disconnected game before accessing other casino options.
Video Poker:
If you disconnect after pressing the Deal Button but prior to choosing the cards to hold, the game will not finalize, and when you reconnect, you can continue playing from your last point.
If a disconnection happens at any stage during a game of Video Poker and it remains uncompleted for up to 7 days, the outcome will be decided using our random number generator. In such scenarios, you will be able to verify if you won your bet in the game’s history.
Baccarat:
Should you disconnect while playing, the game will continue. After you reconnect, you’ll see the results of your bets in Baccarat's history table. Sometimes, you might have to return to the game to play other casino options.
Craps:
If you've made a bet on the table but haven’t yet rolled the dice, your wager will be returned. Should the disconnection occur after the dice are rolled, all cancellable bets will be refunded except for those with a statistical advantage to the player (such as a Don't Pass Line Bet when a point is already established, or a Don't Come Bet moved to one of the points).
In all other situations, you will be able to resume the game you were disconnected from once you reconnect.
Caribbean Poker:
If you disconnect before hitting the Deal Button but after placing a bet, your wager will be refunded. In all other situations, you can finish any disconnected game after you reconnect. If the session remains incomplete for 7 days, the server will resolve it using the optimal game strategy. Upon reconnecting, you’ll be able to access 'My History' for the game result.
Keno:
If you've placed a bet on the Keno Machine, your game(s) will continue automatically in your absence. Once you reconnect, you can check Keno's history to see if you won your bet.
What should I do if I lose connection while playing poker?
Tournament Cancellation
Tournaments that are ongoing may be canceled for various reasons such as server issues, widespread connectivity problems, power failures, or ISP network complications. Players eliminated before a tournament is officially canceled will not receive refunds related to that tournament.
Players who were not eliminated at the time of cancellation will: (i) receive refunds for any buy-ins, knock-out fees, rebuys, and add-ons connected to the canceled tournament; and (ii) share equally (ignoring the player's chip count) the greater of (a) the buy-ins, relevant knock-out fees, rebuys, and add-ons contributed by those who were eliminated before the cancellation; or (b) the guaranteed prize pool minus amounts distributed in point (i).
However, if a tournament is canceled while still in progress, we reserve the right to refund non-eliminated players using a formula that depends on: (i) their chip count; (ii) the prize pool structure; and (iii) the actual collected prize pool or the promised prize pool.
To clarify, if late registration is available after the tournament kick-off, and the tournament hasn't significantly progressed when it gets canceled, we can choose not to reimburse players still in the tournament for any gap between collected entries and the guaranteed prize pool.
In such cases, players who were still in the tournament will receive their refunds within the next few days after the tournament's cancellation.
Disconnections Due to Player-Specific Issues
If a disconnection occurs due to reasons particular to an individual player, our server may automatically attempt to restore the player's connection.
In case the connection is lost and cannot be restored within an appropriate timeframe during ring games, the following rules will apply: (i) if you haven’t placed a bet when it's your turn, our system will default to a 'check'; or (ii) if another player has made a wager and you need to match that bet, your hand will be considered folded.
Your hand won't be automatically classified as 'all in' just because of connectivity problems experienced by a specific player. Before taking any actions, we will ensure that your time bank is activated, if applicable.
If the connection isn’t restored timely during an ongoing poker tournament, you will continue to lose blinds at the table until you are completely out. However, if your connection is regained before you reach that point, you will seamlessly rejoin the tournament and pick up where you left off.
This policy is also applicable to games played with friends.
Server Outage Policy
In the event of an unforeseen server failure that impacts all participants in a ring game or a tournament, the following procedures will be enacted:
Ring Games
The ring game will revert to its state prior to the hand that was interrupted due to the server failure, treating that hand as if it never occurred. Any player who disconnects while the game is active will receive a refund of their contributions to the pot of the interrupted hand.
This policy is also applicable to games played with friends.
Tournaments
All ongoing tournaments will be canceled, and the prize pool will be distributed equally among the remaining players in the tournament. Those players who were eliminated before the server issue will not be affected and will not qualify for any prizes.
This policy is also applicable to games played with friends.
What should I do if I lose my connection while engaged in sports betting?
If you disconnect before clicking the Place Bet button, your bankroll will remain untouched. However, if the disconnection happens after you press the Place Bet button, but either (i) before you see a confirmation of the bet; (ii) during a betting countdown; or (iii) if manual approval is necessary, once you reconnect, you can check the sportsbook bet history table to see if your bet was accepted in part or in full.