My game was interrupted. What should I do?

When a player’s connection is interrupted, the game is immediately terminated. The game provider will record the exact time the game was interrupted. If the result of the ongoing game had already been determined, your account will be updated to reflect your winnings or losses. Otherwise, your bet will be cancelled. With live games, the game will continue and, if your bet had been accepted before the connection was interrupted, your account will be updated to reflect your winnings or losses.

Otherwise your deposit will be cancelled. In case of doubt, please don’t hesitate to email our customer service team at support@goldengrand.ch or get in touch via the chat function. Please send us all the required information, including the time at which the error occurred, the browser you were using, the amount that you bet, a screenshot and any other relevant details. We will use this information to establish the reason the game was interrupted and will determine the result of the game and, where applicable, arrange a refund.