Unfortunately, communication problems over the internet may cause sudden disconnections. We have designed our software to cope with such incidents in a manner that protects our players from unjustifiable loss, while eliminating the possibility of intentional disconnection and system abuse.
The disconnection procedures below apply to the following games: BlackJack, Slot Machines, Roulette, Video Poker, Baccarat, Craps, Caribbean Poker, Keno. In such games, in the event you are required to take further action following a disconnection, the applicable wager will remain restricted “in-game” until the completion of the round, up to 7 days for in-house games and 30 for other providers.
BlackJack:
Should disconnection occur before you pressed the Deal Button, but after you placed a bet, your bet will be returned. In all other cases of disconnection, the game will not provide a final result and when you reconnect to our network, you will be able to return to the game setting applicable prior to the disconnection occurring and complete the game. In some cases, you will have to complete the game before you can play other casino games.
After a maximum of 7 days, the server will play out the session using the optimal strategy for the game. After you reconnect to our network, you will be able to go to My History to see the game outcome.
Slot Machines:
Should disconnection occur after a bet was placed and the Spin Button is pressed: (i) if no further action is required from you to complete the game, the game’s result will be decided by our random number generator; or (ii) if you are required to take further action, the game will not provide the result. After you reconnect to our network, you can continue to play the game from where you left it. After a maximum of 7 days, the game’s result will be decided by our random number generator.
In the case of (i) above, after reconnecting to our network, you will be able to go to My History to see the game outcome.
Games where you can choose which Jackpot to win (where offered)
In these games you have 30 seconds in which to select one jackpot, or the game will make a random selection on your behalf. Should a disconnection occur during the allotted time period and you do not succeed to reconnect and to choose one jackpot during such time, then the game will randomly select one jackpot for you through our random number generator.
The in-game and lobby jackpot counters are refreshed approximately every 15 seconds, depending on the type of internet connection available to you. Accordingly, if during the refreshment period, another player first selects the same jackpot or the Combined Jackpot (i.e., the jackpot that reveals all Jackpots combined), the jackpot win value appearing may not be the amount which you actually win. You will see the correct amount of your winning value immediately after the refreshment period.
Since the refreshment period can be fast, you may already be aware that the jackpot has been reset prior to winning it.
You might not be the only player who reaches the "Multiple Jackpot” feature and if another player's first selection conflicts with yours, you may only receive a reduced jackpot amount (if it exists). The general rule is that a player who, according to our records, hits a jackpot first, will be entitled to receive the revealed jackpot prize, whilst any other player(s) who have hit the same jackpot, will only receive the seed (if it exists) and any amount that has been generated –if any- since the jackpot was hit (the “Reduced Amount”).
Whilst in theory, it is mathematically possible, that simultaneous and multiple wins are extremely rare, the more common scenario is that there are sequential wins, usually minutes, hours or days apart.
Let's assume that you and another player reach the “Multiple Jackpots” Feature and your selection is the second one:
The game will regard a random selection as a person's selection for the purposes of dealing with the simultaneous or consecutive selection of a jackpot or the Combined Jackpot.
The above is true for both real money and demo money jackpots and for both PC and mobile-based games.
Roulette:
Should disconnection occur after a bet is placed but before the Spin Button is pressed, your bet will be returned. If disconnection occurs after a bet is placed and the Spin Button is pressed, the game’s result will be decided by our random number generator. After reconnecting, you will be able to return to the game setting applicable prior to the disconnection occurring and see the game outcome, or see whether or not you won your bet in the roulette history table. In some cases, you will have to return to the game before you can play other casino games.
Video Poker:
Should disconnection occur after the Deal Button is pressed, but before you have selected the cards to be held, the game will not produce a result and when you are reconnected to our network you can continue to play the game from where you left it.
If the game remains incomplete for up to 7 days in all other cases where you are disconnected from Video Poker, the game’s result will be decided by our random number generator. In such cases you will be able to see whether or not you won your bet in the game history table.
Baccarat:
Should disconnection occur at any time during the game, play will continue. After reconnecting you will be able to see whether or not you won your bet in Baccarat’s history table. In some cases, you will have to return to the game before you can 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 are rolled, all removable bets (bets that may be cancelled by the player) will be returned, with the exception of the bets which have a statistical advantage for the player (for example: a Don't Pass Line Bet when a point has already been established, or a Don't Come Bet after it has been transferred to one of the points).
In all other cases, you will be able to complete the disconnected game after reconnection.
Caribbean Poker:
Should disconnection occur before pressing the Deal Button, but after a bet was placed, your bet will be returned. In all other cases, you will be able to complete the disconnected game after reconnection. If the game remains incomplete for up to 7 days, the server will play out the session using the optimal strategy for the game. After you reconnect to our network, you will be able to go to My History to see the game outcome.
Keno:
If you have placed a bet on the Keno Machine, your game(s) will be played out for you automatically upon disconnection. Once re-connected to our network you will be able to see whether or not you won your bet in Keno’s history table.
Tournament Cancellation
Tournaments that are in progress that require cancellation due to a variety of possible factors (e.g. server issues, widespread connection problems, power outage, ISP network issues, etc.) will be cancelled and a player who has been eliminated prior to the cancellation of such tournament will not be refunded any amounts in relation to such tournament.
Players who were not eliminated at time of cancellation will: (i) be refunded any buy-in, knock out fees, rebuys and add-ons which they have purchased in relation to the cancelled tournament; and (ii) share equally (regardless of a player's chip count) the higher of (a) the buy-ins, applicable knock out fees, rebuys and add-ons purchased by those who have been eliminated prior to the cancellation of the tournament; or (b) the guaranteed prize pool less the amounts distributed in (i).
Notwithstanding the paragraph above, in the event that a tournament is cancelled while still in progress, we reserve the right at our sole discretion to refund players who were not eliminated from the tournament at its time of cancellation using a formula based on: (i) a player's chip count; (ii) the prize pool structure; and (iii) the prize pool actually collected from players or the guaranteed prize pool.
For the avoidance of doubt, in the event that late registration is still open after tournament has begun or the tournament has not materially progressed and such tournament is cancelled, we reserve the right not to refund to players still in the tournament any shortfall between the prize pool actually collected from players and the guaranteed prize pool.
In such circumstances, players who were not eliminated from the tournament will be refunded within the next couple of days following the tournament's cancellation.
Disconnection Relating To Player Specific Issues
If a player is disconnected due to a reason specific to that player, our server may automatically seek to reestablish connection to the player.
If the connection cannot be re-established in a suitable amount of time, for ring games, in the event that: (i) you have not made a bet when it is your turn to make one, our system will automatically “check” you; or (ii) if another player has placed a bet and you are required to make a “call”, your hand will “fold”.
Your hand will not be considered to be “all in” due to a player specific connectivity issue. Before we embark on any course of action, we will activate the time in your time bank, if you have any.
Should connectivity not be reestablished in a suitable amount of time for a poker tournament which is still in progress, you will continue to play the blinds and we will deduct “blinds” from you until you are “blinded out”. If connection is resumed before you are “blinded out”, you will be automatically reconnected to the tournament and can continue playing from when you are reconnected to our server.
The above includes ‘Play with friends’ games.
Server Outage Policy
If our server suffers from an unexpected outage and such outage affects all players playing a ring game or in a tournament the following shall apply:
Ring Games
The ring game will automatically return to its position before the hand that was in play (and which was interrupted due to the server outage) as though such hand was never played and any player who is disconnected while such ring game is in progress will be refunded the funds they contributed to the pot in the interrupted hand.
The above includes ‘Play with friends’ games.
Tournaments
Any Tournament that is still in progress will be terminated and the prize pool will be divided evenly among all the players that are still in the tournament. Players who “bust” from the tournament prior to the server outage issue would remain unaffected, and will be ineligible for any prize.
The above includes ‘Play with friends’ games.
Should disconnection occur before the Place Bet Button is pressed, no funds will be taken from your bankroll. Should disconnection occur after the Place Bet Button is pressed but: (i) before the bet confirmation has been displayed; (ii) while a bet countdown is in progress; or (ii) if the bet needs manual approval, following reconnecting to our network, you will be able to see whether or not your bet has been accepted in part or full, in the sportsbook bet history table.