Disconnection During Gameplay

Article Title
Disconnection During Gameplay

Category
Technical Issues / Game Technical Issues

General Information
For online/digital instant games and virtual sports betting, outcomes are predetermined at the time of purchase. A disconnection during gameplay does not affect the result. The game will continue to completion, and results will be recorded in the player’s account history.

Purpose / Objective
To guide agents in explaining how disconnections during gameplay work and assisting players in locating game results and replays.

Scenario / Use Case
A player reports that their game froze, reloaded, or disconnected and is concerned about the outcome or missing results.

Step-by-Step Instructions

1. Explain how disconnection works using approved messaging:

   • Game outcomes are predetermined at the time of purchase
   • Disconnection does not affect the result
   • Results are available in account history

2. Direct the player to view their game history:

   • Log into account
   • Go to My Account
   • Select History > Previously Played Games

3. Guide the player to locate the specific game:

   • Use dropdown to select Online/Digital Instants or Virtual Sports
   • Click Show
   • Identify the game (most recent at top)

4. Instruct the player to replay the game:

   • Click View next to the game

5. If needed, explain how outcomes are determined:

   • Results are randomly selected at the time of play, similar to a pre-printed scratch-off ticket

Additional Information / Tips

• Applies only to online/digital instant games and virtual sports betting
• Does NOT apply to casino (slot/table) games
• Prizes below the large prize threshold are automatically added to the account
• Larger prizes will appear in Tax Reported Prizes/Claims & Pending Prizes

Variations / Related Questions Phrased Differently

• “My game froze—did I lose my money?”
• “What happens if I disconnect during a game?”
• “Did my game still go through when it crashed?”
• “How do I see the result of my game after it froze?”

Common Issues / Troubleshooting

• Issue: Player concerned outcome was affected

  • Explain results are predetermined and unaffected by disconnection

• Issue: Player cannot find game results

  • Direct them to Previously Played Games in History

• Issue: Player unsure how to replay game

  • Walk them through View option in History

• Issue: Player wants to avoid future issues

  • Suggest:
    • Try different browser (Chrome recommended)
    • Clear cookies/cache and restart device
    • Reinstall mobile app if applicable
    • Ensure JavaScript is enabled and up to date
    • Use mobile mode if on tablet