If a game disconnected, a round didn't seem to pay out, or your balance looks off after playing, here's what's going on and how to get it sorted.
A game froze or disconnected mid-round
If your connection drops while a game is running, reopen the game and check your balance before you replay. In most cases the round has already been recorded, and your balance updates once you reconnect.
A win didn't credit, or the result looks wrong
Game results are determined by the game provider, and every round is logged. If you think a win wasn't credited or a result displayed incorrectly, contact us with the game name, the date and time, the amount, and a screenshot if you have one. We'll review the round against the logs and make it right if something didn't post correctly.
"My balance dropped" or "my SC isn't moving"
Two common explanations: you may have been playing in Gold Coin mode rather than Sweeps Coin mode (or the reverse), or the game you played contributes less toward your playthrough, so your redeemable progress moved slower than expected. Most games, including all slots, count 100% toward playthrough; a few count less or 0%. See the contribution table in Playthrough Requirement.
Where to see your playthrough progress
You can review your gameplay and your wagering (playthrough) progress in the Wallet section of your account at any time, so you can confirm how a round resolved and how much progress it has added.