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Game Error or Lost Connection During Play — What To Do

Game crashed or you lost connection? Follow these steps to protect your balance and get a stuck round resolved fast.

Freddy avatar
Written by Freddy
Updated over 3 weeks ago

If a slot, table game, or live game freezes, crashes, or your internet drops, the game result is still determined server-side and saved before the animation finishes. This guide explains what happens to your bet, how to recover the session, and how to report a stuck round so Support can escalate it to the game provider (screenshots required).

Step-by-step: Recover and report a technical issue

  1. Stop and check your connection

    • Ensure your device is online (Wi-Fi/mobile data on, airplane mode off).

    • If connected but pages won’t load, restart your router or switch networks.

  2. Reload the game

    • Refresh the page or close and reopen the game lobby.

    • Reopen the same game; any interrupted spin/hand will auto-resolve in the background and winnings (if any) credit to your balance.

  3. Do not re-place the same bet

    • Most slots finalize the interrupted spin server-side and pay out without replaying the animation.

    • In table games (e.g., blackjack), if no action was received because of a disconnect, the hand usually times out (no action taken).

  4. Check your transaction/game history

    • Open My Account → History or the game’s Menu → History.

    • Look for the round ID, timestamp, stake, and outcome for the interrupted round.

  5. If the round looks stuck or missing, collect evidence

    • Take screenshots (see how below) showing:

      • Game title and provider

      • Round ID (if visible) and timestamp

      • Your stake and current balance

      • Any on-screen error message

    • Note what happened (e.g., “reel 3 froze before payout,” “lost connection during bonus pick”).

  6. Contact Support so we can raise it to the game provider

    • We must file a ticket with the game provider for stuck/contested rounds—that’s why screenshots and details are essential.

    • Send:

      • Game name & provider

      • Approx. time (include time zone)

      • Stake/Bet amount

      • Round ID (if available)

      • Description of the issue

      • Screenshots

    • Reach us via Live Chat or email: support@wheelz.com.

How to take a screenshot (quick guide)

  • Windows: Press Win + PrtScn (saved to Pictures → Screenshots).
    Or Win + Shift + S → drag to capture → paste into the email/chat.
    ​ Win+PrtScn

  • macOS: Press Shift + ⌘ + 3 (full screen) or Shift + ⌘ + 4 (select area).
    Files save to Desktop.
    ​ Shift+Command+3

  • iOS (iPhone/iPad): Side Button + Volume Up (Face ID) or Home + Sleep/Wake (Touch ID).
    Tap the thumbnail to mark up, then save.

  • Android: Power + Volume Down (most devices).
    Look for “Screenshot” in the notification shade to share.

Tip: Capture the game window with the error, plus a second screenshot of History/Transactions showing the round details.

Important notes & terms

  • Server-side settlement: The result of each round is recorded in the casino/game server before the animation ends. If the display freezes, the result still stands and is credited when you reconnect.

  • Provider outages: If a provider has an outage, you may see an in-game error on launch. The casino cannot repair provider servers; we will escalate your case with your evidence.

  • Time-out behavior:

    • Slots: Interrupted spins/bonuses finish server-side; animations may not replay.

    • Table games: Hands typically time out with no action if your input is not received.

  • Do not reinstall or clear data mid-round: Reconnect first; reinstalling apps or clearing cache during a live round can delay local reload but won’t change the saved result.

FAQs (quick, rule-based answers)

Will I lose my winnings if the game crashes?
No. Round results are saved server-side; winnings (if any) are credited when you reconnect.

I didn’t see the bonus animation—did I miss the win?
No. The animation may not replay, but your balance and history reflect the settled result.

The round isn’t in my history—what now?
Gather screenshots and details (game, time, stake, error) and contact Support; we’ll raise the case with the game provider.

Why do you need screenshots?
Providers require visual evidence (error message, round details) to locate and unstick a round quickly.

Where do I find the round ID?
Open the game’s menu → History/Transactions. If not shown, the timestamp + game name + stake will help Support locate it.

Can the casino manually pay a stuck round?
No. Provider confirmation is required. We escalate with your evidence and update you as soon as the provider resolves it.

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