Incomplete slot games

To clear an interrupted slot game, there are some troubleshooting steps that we recommend.

However, if these steps do not resolve the issue, we will ask you to provide some additional information. This information will enable us to investigate your session, and if necessary, escalate your case to one of our third-party vendors.

Troubleshooting steps:

If you are using our Web Casino or iOS app we recommend first clearing your web browser's cache. Select the appropriate link for instructions:

For our downloadable software, the majority of these cases can be fixed by restarting the software. The restart restores the interrupted spin and enables the game in question to complete (this will generally resolve the issue almost immediately, but can take longer). You must restart our software from the same device as the one you experienced the incomplete game with.

If this does not resolve the issue we recommend clearing our software's cache:

Additional information request:

If the issue remains, provide us with the Hand/Game ID of the round during which your game was interrupted. If you do not remember that information, let us know the following:

  • The name of the slot game.
  • The date and time that the issue occurred.
  • The wager amount of the bet you made in that slot game.

You can also take a screen capture of the interrupted game and send it to us. As soon as we have this information we can fully review your case.

We provide links to third-party websites and products as a courtesy to our players and The Stars Group neither endorses nor assumes responsibility for the use of these products or websites, which are independent of The Stars Group. Any information or products mentioned should be used or referenced at your own risk and discretion.


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