This article will outline the steps that need to be taken when you encounter an issue with your game. This could mean the session has crashed, your session is incomplete, the game crashes, and everything in between.
In this article:
How you can tell your game is incomplete or broken.
When playing a slot or casino based game, you will be enjoying the game as usual, when something out of the ordinary happens. You will notice that the game is stuck, an error of some kind, and your balance may not update properly should you be due a win. This is not to worry, however, as we have fantastic communication with each of our game providers, and we will help you to reach the correct resolution.
The next steps in order to conclusively resolve the round.
First of all, please contact our Customer Care team so we can assist you. If you're able to provide us with screenshots and in-depth explanations of what exactly has occurred, that will help us identify and resolve any issues quickly.
The best thing to do is to reach out straight away, with a specific time frame and game in mind so that we can immediately chase this up with the provider.
Once you have provided us with these details we'll work with you to troubleshoot the issue. If we're unable to resolve the issue from our side, we'll contact the game provider and query the status of the sessions. At this point, they are able to void the session and conclusively conclude the outcome of any incomplete spins.
Further information & how to get in touch.
Once the game provider sends a conclusive response, this cannot be disputed. Not every round needs to be escalated directly to them if the tools that we have on their back office are enough to diagnose and resolve the issue. Upon escalations, it may take some time to receive a conclusive response, and may not be a same day turn around.
We will always do our utmost to resolve any issues you may encounter.
If you have any further questions, please do not hesitate to contact us. We are available via E-mail: care@merkurslots.com