Working with the technology available, we strive to produce the smoothest and best experience! However, due to a variety of factors outside of our control, sometimes technical hiccups can occur.
When the game is not working properly, such as — crashing, freezing, lagging, failure to load, or jerky reels, it is likely caused by:
- Low device memory.
Free up browser and device memory, by closing unused browser tabs and other programs running on your computer.
- Poor connectivity.
Make sure you are playing on a strong Wi-Fi internet connection or use an Ethernet connection to help with game performance.
- Leaving the game idle.
It is recommended to fully exit the game if not playing for an extended period.
Please try the initial basic guidance provided, as well as additional troubleshooting for any other issues you may be experiencing.
How do I fix the technical issues I'm having with the game?
If you’re having any technical issues with the game, please try the following troubleshooting tips:
- Refresh the game.
You can first try refreshing the page, then closing the tab/browser and reopening the game if refreshing doesn’t work.
- Restart your computer.
Restarting your computer will renew available device memory. It is also recommended to restart your computer often. Consistent restarts can help maintain healthy available device memory, as well as keep your computer and game running smoothly.
- Check that the browser version is updated.
Be sure that your browser is the most up-to-date version available. Please also make sure that you are playing on a supported browser.
- Clear browser cache.
Sometimes old game asset files might be causing the problem, so clearing the cache on your browser can help optimize performance and improve gameplay. For details on how to clear the cache, please refer to the instructions for the corresponding browser you are using: Chrome, Internet Explorer, Edge, Firefox, Safari.
- Try playing on a different browser.
If your browser is updated and you are still experiencing issues, we recommend trying out a different browser to see if that helps! If a different web browser displays the game as it should right away, it could be an indication that some settings or technical data in your default browser is causing the problem.
- Turn “Graphics/Hardware Acceleration” on if playing on the Chrome browser.
You can modify your Graphics/Hardware Acceleration settings by navigating to Chrome's main settings menu (icon with 3 vertical dots) and then the specific settings menu (gear icon). Select the “System” tab that shows the option called "Use graphics acceleration when available". Make sure that this is toggled on. Lastly, restart your browser and then you're done!
- Set your power settings to “High Performance” if playing on a laptop computer.
You can adjust this setting by going to your device's “Control Panel”, then selecting the “Power Options” setting. Select the power plan with the highest performance settings that do not compromise or lower the use of the graphics and central processing units of your device.
- Play for shorter lengths of time.
Playing for long, uninterrupted sessions can strain your computer's resources.
Performing regular maintenance on your computer is the best way to prevent issues while gaming online!
I’m still having issues, what can I do?
If a technical issue occurred during a spin and you feel you did not receive your win, please view this guide on how to recover a spin.
If you are still experiencing technical issues and the troubleshooting provided did not fix it, please reach out to our Customer Support team through the in-game support feature.
When contacting us, please provide the following information to our team so that we can assist you more efficiently:
- Were you able to capture a screenshot or video of the issue taking place?
- What date and time did the issue occur?
- Is there a specific error you're receiving?
- Does this only occur in a specific slot or feature?
We hope this gets you back to spinning and having fun! Happy spinning!