My game froze, what should I do first?

Try reloading the game by clicking the play button again. If that doesn't work, try clearing your browser's cache or trying a different browser. Also, ensure any ad-blockers or VPNs are temporarily disabled, as they can sometimes cause loading issues.

Will I lose my bet if the game disconnects?

Generally, no. For most games at BestCasinos, the round's outcome is determined on the provider's server. Your bet is usually resolved, and the result will be reflected in your balance once you reconnect or check your transaction history.

How can I check the result of a disconnected round?

You can check your account's bet or transaction history. This log shows the details of each round, including the stake and the outcome. Some games also have an in-game history feature.

What if the game is under maintenance?

If a game is under maintenance by the provider, it won't be playable. The site usually indicates this status. You'll need to wait until the maintenance is completed before you can play again.

What information do I need before contacting support?

To help support investigate quickly, gather the game name and provider, the approximate time the round occurred, the round or transaction ID from your history, your device and browser details, and a screenshot of any error message you saw.

How long does it take for a provider investigation?

Investigations by game providers can take time, as they need to review server logs. Be patient; corrections or clarifications might appear on your balance after the investigation is complete. The official round log is the deciding factor.

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Game Not Loading or Froze Mid-Round?

Don't worry, I've got your back. Let's figure out why your game at BestCasinos isn't cooperating and what happened to your bet.

Quick fixes for single game issues
Understanding disconnects
How to check your round's outcome

First Things First: Quick Checks for a Single Game Glitch

Sometimes, it's just a little hiccup. If one game is being stubborn while the rest of BestCasinos is working fine, try these simple steps. First, just reload the game itself. Click the play button again. If that doesn't do the trick, clearing the game's cached assets can help. This is like refreshing the game's temporary files. You might also want to temporarily disable any ad-blockers or VPNs you're using, as they can sometimes interfere with game loading. If it's still not budging, try opening the game in a different web browser – maybe Chrome if you were using Firefox, or vice-versa. Lastly, check if the game is marked as being under maintenance by the provider. Sometimes they need to do a quick update, and the site will let you know.

What Happens When You Get Disconnected?

It's a common worry: 'Did I lose my bet when the connection dropped?' For most games here at BestCasinos, especially slots and table games, the important part – the actual spin or hand – is handled on the provider's server. This means your bet is usually resolved even if your connection flickers. When you manage to get back into the game, or even just check your balance, the result of that round is applied. If a round was in progress when you disconnected, reopening the game often lets you pick up right where you left off, or at least shows you the final outcome.

How to See What Actually Happened to Your Bet

To get a clear picture of your round's outcome after a glitch or disconnect, there are a few places to look. First, check your current balance on the site. Does it look right compared to before the issue? Then, look for an in-game round history if the game you were playing offers it – some games show you the last few rounds directly. The most reliable place, though, is your account's bet or transaction history. This section usually details every bet you've placed, its status (win/loss), and the stake. Find the specific round in question there.

Frequently asked questions

My game froze, what should I do first?: Try reloading the game by clicking the play button again. If that doesn't work, try clearing your browser's cache or trying a different browser. Also, ensure any ad-blockers or VPNs are temporarily disabled, as they can sometimes cause loading issues.
Will I lose my bet if the game disconnects?: Generally, no. For most games at BestCasinos, the round's outcome is determined on the provider's server. Your bet is usually resolved, and the result will be reflected in your balance once you reconnect or check your transaction history.
How can I check the result of a disconnected round?: You can check your account's bet or transaction history. This log shows the details of each round, including the stake and the outcome. Some games also have an in-game history feature.
What if the game is under maintenance?: If a game is under maintenance by the provider, it won't be playable. The site usually indicates this status. You'll need to wait until the maintenance is completed before you can play again.
What information do I need before contacting support?: To help support investigate quickly, gather the game name and provider, the approximate time the round occurred, the round or transaction ID from your history, your device and browser details, and a screenshot of any error message you saw.
How long does it take for a provider investigation?: Investigations by game providers can take time, as they need to review server logs. Be patient; corrections or clarifications might appear on your balance after the investigation is complete. The official round log is the deciding factor.

Gathering Info for Support

If the quick checks don't solve the problem and you need to reach out to BestCasinos support, having the right details ready will speed things up considerably. Make sure you have the exact name of the game and its provider. Note the approximate time the problematic round took place. If you can find it in your account history, grab the round ID or transaction ID. Also, jot down the device you were using (like 'iPhone 13' or 'Windows PC') and the web browser (e.g., 'Chrome version 115'). Finally, if you saw any error messages on screen, take a screenshot of it. This information is gold for the support team.

Realistic Expectations on Resolution

It's important to know that when a game issue involves the provider's servers, things can take a little while to sort out. Investigations into specific rounds by the game provider are thorough and require time to review their logs. Sometimes, any adjustments or corrections to your balance might appear a bit later, even after the investigation is officially closed. The definitive outcome of any round is always based on the official log kept by the game provider. While support at BestCasinos will do their best to help, they rely on this provider data.

Still Having Trouble?

If you've tried these steps and the game is still not loading or you're unsure about a round's outcome, our support team is here to help. Please have the details ready as mentioned above so they can assist you efficiently.

Contact Support