Interrupted spins and incomplete games: information and help

How do I complete an interrupted game?

To recover an interrupted game, restart our software using the same device you were on when your game was interrupted. This way, you can restore the interrupted spin and complete your game.

If restarting your software doesn’t work, go here.

Automated completion is available for some Slots. If you're unable to complete your spin, the system will auto-complete it 24 hours after the game became stuck. The system will finish the game by making random selections in bonus rounds and/or playing out any pending Free Spins on your behalf. Any winnings due will be credited.

If auto-completion is unavailable, or the system has failed to finish the game within 24 hours, we can escalate the matter with the Slot developer.

If you want to check how your balance was affected, you can request your Casino game history. To do this, follow the instructions below, depending on the platform you're using:

Mobile app
  1. Account
  2. History
  3. Casino Game History
  1. Account
  2. History
  3. Get Casino Game History
Desktop software
  1. Tools
  2. History & Stats
  3. Get Casino Game History

What do I do if I can't restore the interrupted Slot game after restarting the software?

Follow the instructions below depending on the platform you're using:

Website or iOS app

If you're accessing our Casino games via our website or iOS app, try clearing your web browser's cache. This will allow them to reopen smoothly.

You can find the complete troubleshooting steps via these links:

Once that's done, restart the website or app on the same device you were using when the game was interrupted. This restart should restore the game so you can complete it.

Desktop software

If you're using our desktop software, try restarting it using the same device as the one you experienced the incomplete game with. The restart restores the interrupted spin and allows the game to complete. This will generally restore the incomplete Slot game almost immediately, but in some cases, it might take more time.

If this doesn't resolve the issue, clear our software's cache and try to restart again. You can find instructions on how to do this for each platform below:

What to do next

If the steps above don't resolve the issue, contact us with the Game ID of the interrupted round. If you don't have that information, just tell us:

  • 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 screenshot of the interrupted game and send it to us. With that information, we can look into the issue further.

We provide links to third-party websites and products as a courtesy to our players. 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.

How do I get my funds back from an interrupted game?

If your funds ever get stuck in a Casino game, contact us via our software, mobile app, or website. We'll remove the funds and credit them back to your account balance.

Can I get a refund if my game is interrupted?

In keeping with company policy, refunds are granted if a player's game is interrupted and our third-party vendors confirm that the winnings paid were incorrect. Otherwise, we can't issue a refund.


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