Disconnection Policy

Occasionally, internet connectivity issues may result in unexpected disconnections. Our software is built to handle such situations in a way that safeguards players from unfair losses while preventing deliberate disconnections and any form of system misuse.

WHAT IF I AM DISCONNECTED FROM THE CASINO WHILE PLAYING?

The procedures described below apply to the following games: Blackjack, Slot Machines, Roulette, Video Poker, Baccarat, Craps, Caribbean Poker, Keno, scratch games, crash games. For these games, if a disconnection occurs and further action is required from you, the related wager will stay locked as in-game until the round is finalized, for up to 7 days for in-house games and up to 30 days for games from other providers.

BlackJack:

If a disconnection happens after you have placed a bet but before pressing the Deal Button, your wager will be refunded. In all other disconnection scenarios, the game will not immediately generate a final result. Once you reconnect to our network, you will be able to return to the game state that existed before the disconnection and complete the round. In certain cases, you may be required to finish the interrupted game before accessing other casino games.
If no reconnection occurs within a maximum of 7 days, the server will automatically complete the session using the optimal strategy for the game. After reconnecting, you can review the outcome by visiting My History.

Slot Machines:

If a disconnection takes place after a bet has been placed and the Spin Button has been pressed: (i) when no additional input is needed from you to finish the game, the outcome will be determined by our random number generator; or (ii) when further action is required from you, the game will not produce a result. After reconnecting to our network, you may resume the game from the point at which it was interrupted. If the game remains unfinished for up to 7 days, the result will then be decided by our random number generator.
In situation (i) above, once you reconnect, the game outcome will be available for review in My History.

Games where you can choose which Jackpot to win (where offered)

In these games, you are given 30 seconds to select a jackpot. If no selection is made within this time, the system will automatically choose one at random on your behalf. If a disconnection occurs during this time window and you do not manage to reconnect and make a selection before the period expires, the jackpot will be randomly selected for you by our random number generator.

The jackpot counters displayed in-game and in the lobby are updated approximately every 15 seconds, depending on your internet connection type. As a result, if another player selects the same jackpot or the Combined Jackpot during the update interval, the amount shown may differ from the actual prize you receive. The correct winning amount will be displayed immediately after the refresh cycle completes.

Because the refresh cycle can occur quickly, you may already notice that a jackpot has been reset before your win is confirmed.

You may not be the only player to reach the Multiple Jackpot feature. If another player makes a conflicting first selection, you may receive only a reduced jackpot amount, if applicable. As a general rule, the player who, according to our records, triggers the jackpot first is entitled to the full revealed prize. Any other player or players who trigger the same jackpot will receive only the seed amount, if available, plus any value accumulated – if any – since the jackpot was initially hit, referred to as the Reduced Amount.

Although it is theoretically possible for simultaneous multiple wins to occur, such cases are extremely rare. In practice, jackpot wins usually happen sequentially, often separated by minutes, hours, or even days.

Let us assume that both you and another player reach the “Multiple Jackpots” feature and your selection is made second:

1. If both of you choose the same jackpot, the other player will be entitled to the full revealed jackpot prize, while you will receive only the Reduced Amount;
2. If the other player selects the Combined Jackpot and you select any other individual jackpot, the other player will receive all full jackpot prizes, and for the jackpot already won by that player, you will receive only the Reduced Amount;
3. If the other player selects an individual jackpot and you select the Combined Jackpot, the other player will be entitled to the full prize of the selected jackpot, while you will receive all jackpot prizes except the one already won by the other player, and for that already won jackpot – only its Reduced Amount;
4. If both of you select the Combined Jackpot, the other player will receive all full jackpot prizes and you will receive only the total of their Reduced Amounts.

For the purposes of handling simultaneous or consecutive selections of a jackpot or the Combined Jackpot, the game will treat a random selection as a player’s selection.

The rules described above apply equally to real money and demo money jackpots, as well as to both PC-based and mobile-based games.

Roulette:

If a disconnection occurs after a bet has been placed but before the Spin Button is pressed, your bet will be refunded. If a disconnection takes place after a bet is placed and the Spin Button is pressed, the result of the game will be determined by our random number generator. Upon reconnecting, you will be able to return to the relevant game screen to view the outcome, or check whether your bet won in the roulette history table. In certain cases, you may be required to re-enter the game before accessing other casino games.

Video Poker:

If a disconnection happens after the Deal Button is pressed but before you select which cards to hold, the game will not generate a result, and once reconnected to our network you may continue the game from the point it was interrupted.
In all other Video Poker disconnection cases, if the game remains unfinished for up to 7 days, the result will be decided by our random number generator. You will then be able to check whether you won your bet in the game history table.

Baccarat:

If a disconnection occurs at any stage of the game, play will continue automatically. After reconnecting, you can verify whether you won your bet in the Baccarat history table. In some situations, you may need to return to the game before being able to play other casino games.

Craps:

If you have placed a bet on the table but have not yet rolled the dice, your bet will be returned. If a disconnection occurs after the dice have been rolled, all removable bets – meaning bets that can normally be cancelled by the player – will be refunded, except for bets that provide a statistical advantage to the player, such as a Don’t Pass Line Bet after a point has been established, or a Don’t Come Bet once it has been transferred to a point.
In all other situations, you will be able to complete the interrupted game after reconnecting.

Caribbean Poker:

If a disconnection occurs after a bet has been placed but before pressing the Deal Button, your bet will be refunded. In all other cases, you may continue the disconnected game once you reconnect. If the game remains unfinished for up to 7 days, the server will complete the session using the optimal strategy for the game. After reconnecting, you can view the outcome in My History.

Keno:

If you have placed a bet on the Keno machine, your game or games will be completed automatically in the event of a disconnection. Once you reconnect to our network, you will be able to check whether your bet was successful in the Keno history table.

WHAT IF I AM DISCONNECTED FROM POKER WHILE PLAYING?

Tournament Cancellation

Tournaments that are already in progress and must be cancelled due to various possible reasons, such as server malfunctions, widespread connectivity issues, power failures, or ISP network problems, will be cancelled. Any player who has been eliminated before the cancellation of such a tournament will not be entitled to any refund related to that tournament.
Players who have not been eliminated at the time of cancellation will: (i) receive a refund of any buy-in, knock out fees, rebuys, and add-ons they purchased for the cancelled tournament; and (ii) share equally, regardless of chip count, the greater of (a) the buy-ins, applicable knock out fees, rebuys, and add-ons paid by players eliminated prior to the tournament cancellation; or (b) the guaranteed prize pool minus the amounts refunded under (i).
Notwithstanding the above, if a tournament is cancelled while still in progress, we reserve the right, at our sole discretion, to refund players who were not eliminated using a formula based on: (i) the player’s chip count; (ii) the prize pool structure; and (iii) either the prize pool actually collected from players or the guaranteed prize pool.
For clarity, if late registration remains open after a tournament has started, or if the tournament has not materially progressed and is cancelled, we reserve the right not to refund any shortfall between the prize pool actually collected from players and the guaranteed prize pool to players still in the tournament.
In such cases, players who were not eliminated will receive their refunds within a few days following the tournament cancellation.

Disconnection Relating To Player Specific Issues

If a player is disconnected for reasons specific to that player, our server may automatically attempt to restore the connection.
If the connection cannot be restored within a reasonable time, then for ring games: (i) if it is your turn to act and you have not placed a bet, the system will automatically check for you; or (ii) if another player has placed a bet and you are required to call, your hand will automatically fold.
Your hand will not be treated as all in as a result of a player specific connectivity issue. Before any action is taken, any available time in your time bank will be activated.
If a connection is not reestablished within a reasonable period during a poker tournament that is still in progress, you will continue to post blinds and blinds will be deducted until you are blinded out. If the connection is restored before you are blinded out, you will be automatically reconnected to the tournament and may continue playing from the point of reconnection.

The above also applies to Play with friends games.

Server Outage Policy

If our server experiences an unexpected outage that affects all players participating in a ring game or tournament, the following rules will apply:

Ring Games
The ring game will automatically revert to the state prior to the hand that was in progress and interrupted by the server outage, as if that hand had never occurred. Any player disconnected during such a ring game will be refunded the funds they contributed to the pot for the interrupted hand.

The above also applies to Play with friends games.

Tournaments
Any tournament that is still in progress will be terminated and the prize pool will be divided equally among all players who remain in the tournament at the time of termination. Players who were eliminated prior to the server outage will not be affected and will not be eligible for any prize.

The above also applies to Play with friends games.

WHAT IF I AM DISCONNECTED FROM SPORTS BETTING WHILE BETTING?

If a disconnection occurs before the Place Bet Button is pressed, no funds will be deducted from your bankroll. If a disconnection occurs after the Place Bet Button has been pressed but: (i) before the bet confirmation is displayed; (ii) while a bet countdown is in progress; or (iii) if the bet requires manual approval, then after reconnecting to our network you will be able to verify whether your bet has been accepted in part or in full by checking the sportsbook bet history table.