Service Interruptions

Introduction

There are various levels of service interruptions that can have implications on the customer experience. This document covers what happens in the instance of a total interruption and also when individual suppliers have a service interruption. 

 

Full service interruption e.g. Internet Outage 

 

Sports

In Running:

In the event of a complete internet outage all “In Running” bets from the time that the interruption started will be made void, this is because we may not be able to update the markets but customers may be able to see expired prices and still bet on the event after the outcome is known.

 

Pre Event:

 

Pre event bets will stand unless an event has remained available after it has started, service interruptions rarely have any effect on pre event pricing. If something happened that affected a price during the service interruption and we were unable to update the price on a market the market would be treated in accordance with our “palpable error” rule and made void.

Casino

RNG Games:

 

In the event of a service interruption whilst a customer is playing a R.N.G. game, the game would be suspended until the interruption was over. The database would remember the stage at which the game was at and either:
-Resume for the customer at the same point when service is restored.
OR
-The final game state will be displayed on return to the game and the balance will be updated with the amount won or lost.
Any features in progress that require interaction or selection can be continued. In the event of the gaming hardware/software malfunctioning, all affected game bets are rendered void and all affected bets are refunded.

 

Live Casino 

BetVictor Extreme Live Casino - Powered by Extreme

 

Roulette:

 

If a player is disconnected from a live casino game in the middle of play, then the game will continue and all confirmed bets will stand. If a player disconnects before the bet is confirmed the bet will not be accepted and no funds will leave the players account..

 

Blackjack:

If a player is disconnected from a live casino game in the middle of play, then the game will continue and all confirmed bets will stand. If the player is unable to connect before the end of the hand then the decision will be considered as a ‘Stand’ and the game will continue. If a player disconnects before the bet is confirmed the bet will not be accepted and no funds will leave the players account.. 

Baccarat:

If a player is disconnected from a live casino game in the middle of play, then the game will continue and all confirmed bets will stand. If a player disconnects before the bet is confirmed the bet will not be accepted and no funds will leave the players account.

 

BV Grand – Powered by Evolution

Blackjack:

If a player is disconnected from a live casino game in the middle of play, then the game will continue and all confirmed bets will stand.  If the player is unable to connect before the end of the hand then the decision will be considered as a ‘Stand’ and the game will continue.  If a player disconnects before the bet is confirmed the bet will not be accepted and no funds will leave the players account.

3 Card Poker:

If a player is disconnected from a live casino game in the middle of play, then the game will continue and all confirmed bets will stand.  If the player is unable to connect before the end of the hand then the decision will be considered as a ‘Fold’ and the stake will be lost; the bonus bet will be paid according to the outcome.  If a player disconnects before the initial bet is confirmed the bet will not be accepted and no funds will leave the players account.

Casino Hold’Em:

If a player is disconnected from a live casino game in the middle of play, then the game will continue and all confirmed bets will stand.  If the player is unable to connect before the end of the hand then the decision will be considered as a ‘Fold’ and the stake will be lost; the bonus bet will be paid according to the outcome.  If a player disconnects before the initial bet is confirmed the bet will not be accepted and no funds will leave the players account.

Baccarat:

If a player is disconnected from a live casino game in the middle of play, then the game will continue and all confirmed bets will stand.  If a player disconnects before the bet is confirmed the bet will not be accepted and no funds will leave the players account.

Roulette:

Any bets placed that have been confirmed prior to disconnection will be paid.  If a player disconnects before the bets are confirmed then the bets are not considered placed & the bet amount will not leave the players account.

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