Casino Disconnections
Technical issues may sometimes occur when playing casino games which can lead to a game crashing or not opening at all. We keep a record of all gameplay so we can locate the game round in question and fix it to allow you to play further.
If your spin/bet fails to complete on one of our casino slot or table games then it is likely that you have a stuck game. This can often be resolved by completing some troubleshooting steps.
Firstly logging out and back in again, the game will pick up from where it left off so your spin can be determined a win or a loss and your account balance adjusted accordingly.
Secondly if this does not help to resolve the issue please clear your Cache and Cookies on any Browsers you use. Within your device, please refer to user manual if you are unsure how to do this. This can also be actioned on the APP so please go the app settings to clear Cache.
If this does not resolve the issue to allow you to complete the round please do contact our Live Support Team. Providing them with the following details to better help our technical team have this looked into for you and resolved as quickly as possible.
- Name of the Game:
- Time and Date of the error:
- Stake of the Spin:
- Balance at time of spin( If Known):
- Win amount up until disconnection (if known):
- Was this the last spin:
- If not the last spin, how many spins was it since last spin:
- Device you were using:
- Were you using the app or the browser?:
- Which browser were you using:
- Brief description of the error:
- Please stop playing the game until this is investigated for you!
- Can you please provide a screenshot of the error you see when opening the game please?
If you receive the message 'Invalid games state - another game is still open' it is likely you have a 'stuck' game. This can often be resolved by clearing your temporary files and cookies and clearing your java cache. If this fails to resolve the problem please contact us via Live Chat on the web site.
Alternatively, you can email the game details to help@betvictor.com
These details can then be forwarded to our technical team for them to release the stuck game. Please allow up to 72 hours for the issue to be resolved, once completed you will be notified via email.
In most cases, we will be able to credit you with your stake and/or potential winnings from a game round that was not successfully completed. Please note however, as per the terms and conditions displayed on our website:
Customers participating in any online betting or gaming do so at their own discretion and risk. We will not be responsible for any delays errors or losses due to failure breakdown interruption or malfunction of computer hardware or software or Internet or other communications media or connection for any reason whatsoever. We will at all times use reasonable endeavours to overcome any such event or occurrence so far as we can but do not guarantee our ability to do so. We reserve the right in our absolute discretion to cancel any transactions arising as a result of any such event or occurrence.