If you experience issues such as slow performance, loading problems, freezing, syncing errors, or crashes, there are several steps you can take to resolve them and improve your gameplay experience.
Before You Start
Please note: Our games are designed for mobile devices such as phones and tablets and are not supported on laptops or desktop (PC) devices. Using unsupported devices may result in performance issues.
*Heart of Vegas is the only exception and can be also played via web browser.
Also, steps may vary slightly depending on your device model and operating system version, but the general process should be similar.
Common Causes of Issues
Performance problems can often be linked to:
Low device resources (storage/ memory)
Background apps consuming resources
Outdated app or operating system
Unstable internet connection
Extended play sessions causing overheating
Device compatibility issues:
If your device doesn’t meet the minimum requirements, some features may not work as expected. Learn more about minimum specs for our games.
General Troubleshooting Steps
Many common issues can be resolved by following these steps:
Force Close and Reopen the App
Open your device’s recent apps menu
Find the game and close it (tap “X” or swipe it away)
Reopen the app
This helps refresh the connection and resolve syncing or loading issues.
Restart Your Device
Turn your device off
Wait about 30 seconds
Turn it back on and relaunch the game
Restarting can clear temporary system issues affecting performance.
Check Your Internet Connection
Make sure you are using a stable Wi-Fi or mobile data connection
Try switching between Wi-Fi and mobile data
Avoid weak or unstable networks
Connection issues are a common cause of loading problems and freezing.
Update the App and Operating System
Make sure the game is updated to the latest version
Check for system updates in your device settings
Updates often include important performance improvements and bug fixes.
Learn more with help centre articles - Updating Game App | Updating Device Software
Clear Cache (Android Only)
Open device Settings
Go to Apps or Application Manager
Select the game
Tap Storage → Clear Cache (or Clear Data, if needed)
This can help resolve performance and loading issues.
Reinstall the App (if needed)
⚠️ Important: Some game progress may be stored on your device. Reinstalling the app may result in data loss if your account is not linked to social accounts.
Uninstall the app
Download the latest version from the app store
Log back into your account
Learn more with help centre article - How to Log Into Facebook and Your Platform Accounts
Fixing Specific Issues
Freezing or Slow Performance
Close background apps to free up memory
Restart your device
Make sure your device is not overheating
Loading Issues
Check your internet connection
Restart the app
Ensure the app is fully updated
Syncing Problems or Missing Features
If your gameplay results, features or tiers progress, or bonuses are not updating:
Force close and reopen the app
This helps the game reconnect and sync with the server
Errors During Purchases
Force close and reopen the app to refresh the connection
Ensure your internet connection is stable
Preventive Tips
To reduce the chance of issues in the future:
Keep your device updated
Regularly restart your device
Avoid running multiple heavy apps at the same time
Always use the latest version of the game