ADA/Accessibility Contacts

Article Title
ADA / Accessibility Contacts

Category
Deposit and Bonus / Rewards Program

General Information
Players may experience issues with games displaying as text-only or images not loading due to Accessibility (ADA) mode being enabled. This feature is designed to support screen readers and allows game results to be displayed in text format.

Purpose / Objective
To guide agents in identifying accessibility-related issues, assisting players with enabling/disabling ADA mode, and providing proper guidance for screen reader performance.

Scenario / Use Case
A player reports issues such as games showing text only, images not loading, or problems using a screen reader.

Step-by-Step Instructions

Identify ADA Mode Issue

1. Confirm if the player is experiencing:

   • Text-only gameplay
   • Missing images
   • Screen reader issues

2. Determine if Accessibility (ADA) mode is enabled.

Enable / Disable ADA Mode

1. Instruct the player to log into their account.
2. Navigate to:
   • My Account > Tools > Accessibility
3. To disable ADA mode:
   • Uncheck the setting
   • Click Save

Screen Reader / ADA Performance Guidance

• Inform the player:

  • Performance may vary depending on their screen reader
  • Best performance requires:
    • Device accessibility settings enabled
    • Third-party cookies enabled

• Advise that improvements are ongoing

Escalation

• For further ADA-related concerns or unresolved issues:
  • Transfer to PR

Additional Information / Tips

• ADA mode converts game visuals into text format for accessibility tools
• Players may enable or disable this setting at any time
• Accessibility mode is useful for players using screen readers

Variations / Related Questions Phrased Differently

• “Why are my games showing only text?”
• “Why aren’t the images loading?”
• “How do I turn off accessibility mode?”
• “My screen reader isn’t working properly”
• “How do I enable ADA mode?”

Common Issues / Troubleshooting

• Issue: Games appear as text only

  • ADA mode is enabled — guide player to disable

• Issue: Images not loading

  • Check accessibility settings

• Issue: Screen reader not functioning properly

  • Recommend enabling device accessibility settings and third-party cookies

• Issue: Player unsure how to change setting

  • Walk through My Account > Tools > Accessibility