Live Casino Game interrupted by connection issue

Playing live casino games online offers an exciting experience, but connection issues can sometimes interrupt gameplay. Understanding how these interruptions are handled can ensure a smoother gaming experience.

In this guide, we’ll explore common internet problems, troubleshoot game errors, and review typical casino policies for handling disconnections. We’ll also share practical tips to help you avoid and manage connection issues, ensuring you can enjoy your live casino games with minimal disruptions. By following this guide, you’ll be better prepared to handle any connection-related challenges and continue enjoying your gaming sessions.

Types of Internet Problems

Connection Issues on Your Side

Short Disconnection

Short disconnections are brief interruptions in your internet connectivity, typically lasting just a few seconds. These can be caused by various factors, such as temporary network congestion, brief router malfunctions, or minor ISP issues.

To know : Most online casinos efficiently handle short disconnections by automatically reconnecting the game, allowing you to resume play with minimal disruption and little to no impact on gameplay.

Long Disconnection

Long disconnections are extended periods without an internet connection. These can result from more serious issues, such as prolonged ISP outages, significant router problems, or other technical difficulties that take longer to resolve.

To know : Long disconnections can significantly disrupt your gaming session. Your session may time out if not restored within a few minutes, and bets placed before disconnection may either stand or be voided and refunded, depending on the casino's policy. Check the casino’s disconnection policy to understand how these situations are handled.

Connection Issues on the Casino's Side

Sometimes, the problem originates from the casino’s servers rather than your internet connection. These issues can occur due to server maintenance, technical glitches, or unexpected outages affecting the casino’s infrastructure.

To know : When connection issues originate from the casino’s side, they affect all players in the game. The casino usually takes responsibility, providing refunds or game resets to compensate for the disruption. Reputable casinos strive to minimize such issues and handle them fairly and transparently.

We assume that for this article we will rather focus on long disconnections linked to your activity: for short disconnections in general the game resumes, and when it is the casino's fault the players are compensated.

Common Casino Policies for Interrupted Games

When connection losses last too long for the game to restart immediately, there are general rules that apply, and often also decisions that can be made automatically depending on the scenario.

General Disconnection Policy

Most reputable online casinos have policies in place to handle disconnections fairly to ensure that players are not unfairly penalized due to connectivity issues. These policies are designed to protect the integrity of the game while providing a fair resolution for affected players.

Game State Preservation: In the event of a disconnection, the game state is usually preserved for you at the point of disconnection. This means that even though the live game with a real dealer continues for other players, your specific game state is neutralized until you can reconnect.
Reconnection Window: Online casinos typically offer a short window, often a few minutes, to reconnect and resume play. During this period, the game state remains paused for you, allowing you to pick up right where you left off without losing any progress.
- For Short Disconnections: If your disconnection is brief, generally nothing special needs to be done. The game will resume automatically when you reconnect.
- For Long Disconnections: If the disconnection lasts longer, the casino may take automatic actions to ensure the game continues. This is detailed further in the next section.

Automatic Actions

In cases where you are unable to reconnect in time, automatic actions will be taken to ensure the game continues smoothly for other players and maintains the integrity of the live casino environment.

1 - An Action is Necessary to Complete the Game

When a game requires your active participation and you fail to reconnect within the allotted time, the casino will implement automatic actions based on the type of game and the current situation.

Examples: Games such as poker, blackjack, or any game where the round is actively in progress require player actions.

Typical Policies:

Auto-Fold: In poker, if you are disconnected and cannot act, your hand may be automatically folded to keep the game moving for other players.
Stand Bets: In blackjack, if you are unable to reconnect, you might automatically stand on your current hand to avoid delaying the game.
Cancel Bet and Refund Stake: Depending on the stage of the game, the casino might cancel your bet and refund your stake if the round is still in its early stages or if the disconnection occurs before significant game progress.

Recommendations to Players:

Reconnect Quickly: Make every effort to reconnect within the given window to avoid automatic actions that might not favor your strategy.
Check Your History: Once reconnected, review your game history to understand what automatic action was taken during your disconnection. This helps you stay informed about your standing in the game and any outcomes that resulted from the automatic actions.

2 - Action Isn't Needed to Complete the Round

In situations where the game does not require your immediate action to proceed, the casino will handle your bets and game progress differently to ensure fairness and continuity.

Examples: Roulette is a prime example of a game where player action is not needed to complete the round.

Typical Policies:

Bet Stands: If you have placed a bet before the disconnection, the bet will stand, and the game will continue without requiring further input from you.
Game Continues Without Player Interaction: The live dealer will carry on with the game, and your bets will be honored.
Bet Resolution: Bets placed before disconnection are usually honored and settled according to the game outcome. You can check the results once you reconnect.

Recommendations for Players:

Reconnect Quickly: While the urgency is less than in games requiring player action, it is still advisable to reconnect as soon as possible to stay informed and maintain control over your gaming session.
Check Game Outcomes: Upon reconnection, review the game outcomes and any changes to your bets to ensure you are aware of the results and any potential winnings or losses.

Customer Support

When dealing with connection issues or disputes, engaging with customer support is essential for resolution. They are equipped to handle technical problems, guide you through refund processes, and assist with dispute resolution procedures.

Role of Customer Support: If issues persist, contact the casino's customer support. They can help resolve connection problems, provide information on automatic actions taken during disconnections, and assist with technical troubleshooting.
Refund Policies: Refunds may be issued if the disconnection is due to the casino's technical problems. Customer support will explain the conditions for refunds and help process any eligible claims.
Dispute Resolution Procedures: For disagreements over an interrupted game, follow the casino’s dispute resolution process. This usually involves submitting a complaint and providing evidence of the disconnection. Customer support will guide you through this process to ensure a fair outcome.

Tips for Avoiding and Managing Connection Issues

To ensure a smooth gaming experience and effectively manage potential connection issues, consider these essential tips for maintaining a stable connection and navigating disruptions.

Maintain a Stable Connection Ensure a strong and reliable internet connection before starting a game. This can help minimize the risk of disconnections.
Use Backup Methods Have an alternative connection method ready, such as switching between Wi-Fi and mobile data, to quickly reconnect if your primary connection fails.
Stay Informed Familiarize yourself with the casino’s terms and conditions regarding disconnections. Knowing these policies can help you understand what to expect and how to react during an interruption. This is important because from one casino to another the rules can be different.
Contact Support Promptly Know how to quickly reach customer support in case of issues. Promptly contacting support can help resolve problems faster and minimize disruption to your gaming experience.

Our advice : Dealing with connection issues during an online live casino game can be frustrating, but understanding how these interruptions are handled can help you navigate such situations smoothly. Most reputable online casinos have fair policies in place to manage disconnections, ensuring that the integrity of the game is maintained and players are treated fairly. However, it is essential to check the specific conditions of each casino, as policies can vary.

Conclusion

By being aware of the general disconnection policies, understanding the automatic actions taken during long disconnections, and knowing the role of customer support, you can better manage and mitigate the impact of connection issues. Additionally, following practical tips such as maintaining a stable connection, using backup methods, staying informed about the casino’s policies, and contacting support promptly can help you avoid and address any interruptions effectively.