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Welcome to our help centre.

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TECHNICAL ISSUES FAQ

MAYBE YOU CAN FIND YOUR ANSWER HERE?

Where can I find each game’s payout percentage?
You’ll find the payout percentages in each game’s manual. A game’s payout percentage is given as an RTP (Return To Player) figure. The RTP is an average percentage calculated over millions of spins, which means your personal RTP could be even higher!
The reels keep spinning, what do I do?
If your reels keep spinning or your game freezes, please make sure your internet connection is stable, then refresh your browser. If the game had already reached a result when your connection went down, that result will come up and the winnings will be added to your account. If none of this helps, please contact our customer service team.
How do I know the games are fair?
All our own games’ software and randomness are independently tested and certified by QUINEL, an independent testing laboratory specialising in gaming software and systems. In fact, as part of our MGA licence requirement, the RTPs of the games we create are tested and set in stone and can’t be changed. Both Netent's as Evolutions' games have been tested and certified as well.
The reels keep spinning, what do I do?
If your reels keep spinning or your game freezes, please make sure your internet connection is stable, then refresh your browser. If the game had already reached a result when your connection went down, that result will come up and the winnings will be added to your account. If none of this helps, please contact our customer service team.
I think something went wrong in my game. What do I do now?
Please note the exact date and time that the error occurred and make sure you take a screen shot. Then contact our customer service team, tell us what went wrong, and we’ll help you.
“Amount in game” - I tried to request a withdrawal but it wasn’t allowed because there’s an amount in game?
If you request a withdrawal but it says you have an amount in game, it means part of the money you want to withdraw is still in an active game. You probably closed the game before the last spin or hand was finished. To withdraw the money, reopen the game and finish your hand. As soon as that’s done you should be able to make the withdrawal. Please contact our customer service team if you can’t find the right game, and wait until they have sorted it out before playing further.
Visit our special games page to find out more about the games and your chances of winning

For any questions, please check our FAQs. If they don’t help, our customer service team will be happy to assist you. Please describe in detail your question. When you feel like something went wrong in a game. Please make sure you mention the time and date, in detail what happened and the name of the game.

OR ASK US SOMETHING ELSE

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