Disconnect Policy

Playing online requires a steady internet connection, a working device, and game servers running smoothly. This disconnect policy explains what happens if you lose connection while using Betty Wins Casino, our app, or related services. Please read this policy along with our terms and conditions and the rules for each game or tournament.

We want to handle disconnections in a fair and consistent way. Since many games are developed by independent studios, their certification policies may also apply. If there are different rules, the stricter standard for player protection usually applies unless our contract says otherwise.

What counts as a disconnection

A disconnection happens when your session with Betty Wins or a game supplier is interrupted before your bet or game round finishes. Common reasons include:

Loss of mobile data or Wi-Fi signal.
Router or ISP outages are common in rural areas of Canada.
Device battery failure, app crash, or forced closure.
Scheduled or emergency maintenance on our platform or a supplier server.
Firewall, VPN, or security software blocking live streams or game packets.

If you log out on purpose, your session times out after being inactive, or your account closes because you reached a responsible gaming limit, these are not considered technical disconnections for settling bets.

General principles

Completed actions stand. If the system recorded your confirmed bet or finished the game round before you disconnected, that result usually stays as is.
Incomplete actions. If a round or bet was not fully accepted, it may be voided and your stake returned.
Server-side records are final. Supplier and platform logs, not what you see on your device, decide the outcome if there is a dispute.
After you reconnect, check your bet history, balance, and any open tournament entries before making new bets.

Casino slots and RNG table games

For digital slots and RNG table games, each spin or hand is handled by the supplier’s server. If you disconnect:

Before the server receives the bet, the charge balance remains unchanged.
After the server completes the round, the outcome and balance update apply when you reconnect; review history if the screen did not refresh.
If a round is not finished, many suppliers will automatically complete it using your last valid stake and send the results to your account. Others may void the round and refund your stake. Check the in-game help or supplier terms for details.

Feature buys, free-spin rounds, and bonus games started before a disconnect typically continue on the server; winnings or losses are credited when the feature finishes.

Live dealer games

Live dealer games stream video from studios run by suppliers like Visionary iGaming. You need to place and confirm your bets within the betting window shown on the screen. If you disconnect:

During the betting window, Unconfirmed chips may not be accepted; confirmed bets stand for that round.
After “no more bets,” the round proceeds; results settle per studio rules, even if your video froze.
Extended outage — You may miss several hands; only bets you successfully placed count.

Live games keep going and do not pause for individual players. When you rejoin the table, check your balance before you start playing again.

Tournaments

For scheduled events on Tournaments, disconnections during qualifying spins may affect your leaderboard score depending on event rules. If the supplier records spins server-side before the outage, those results typically count. If a round never reached the server, it may not be credited. Check the specific tournament terms for re-entry, grace periods, and tie-break procedures.

Mobile app considerations

The Betty Wins mobile app may pause background activity to save battery. Try not to switch apps during live dealer betting or tournament qualifying rounds. If your mobile network is unstable, use Wi-Fi for live dealer games or play RNG slots where timing matters less.

Maintenance and planned downtime

We try to give advance notice before scheduled maintenance. During maintenance, open sessions may close smoothly. Rounds in progress usually finish on the supplier’s side. Emergency maintenance without notice is rare but may happen for security or stability reasons. The same principles still apply.

Palpable errors and system faults

If a software problem affects many players, such as duplicate credits, wrong settlements, or many voided bets, we will work with suppliers to investigate and fix balances according to our terms. If you disconnect during normal play, it is not considered a system fault unless our logs show a platform issue.

What you should do after a disconnect

Reconnect and log in securely. Never share your OTP codes with anyone who says they are support.
Check wallet balance, bet history, and any open tournament positions.
Write down the approximate time in your Canadian time zone, the game name, your stake, and the round or event ID if you can see it.
If something looks wrong, contact us within a reasonable period, typically 72 hours, for faster log retrieval.
Do not place duplicate bets to try to replace one you are unsure about until you have checked your bet history.

How to report a disconnection dispute

Email support@bettywins888.com or use live chat via Contact us. Include:

Username and registered email.
Date and time (with time zone).
Product type (slot, live blackjack, tournament name, etc.).
Stake amount in CAD.
Screenshots if available (not mandatory).
Whether the issue occurred on the web or the app.

We check the platform and supplier logs to review your case. How quickly we respond depends on how complex the issue is and how much third-party help we need. Our decision is based on the evidence we find, and we cannot change supplier-certified outcomes if our contract does not allow it.

Limitations

We are not responsible if you disconnect because of your equipment, local network, ISP, or unauthorized changes to your device. Using VPNs or tools that affect your location or stream quality can increase the risk of disconnection and may break our terms.

This policy does not guarantee refunds for losses on completed rounds or accepted bets that simply did not go in your favor.