Spin Galaxy Casino Disconnect Policy
1. Purpose
This Disconnect Policy explains how Spin Galaxy Casino handles gaming sessions interrupted by disconnections, technical issues, or other service outages beyond your control. Our goal is to treat players fairly and protect balances and game progress whenever possible.
2. General Principles
2.1 We distinguish between:
- Player-side issues: Internet outages, device failures, or power outages on your end.
- System-side issues: Failures affecting our servers, game providers, or core systems.
2.2 Whenever possible, completed bets and game results will stay valid and unchanged. Unresolved bets will be managed according to the game’s rules, this policy, and our Terms and Conditions.
3. Casino Games (Slots, Table Games, Live Casino)
3.1 RNG Slots and Table Games
- If you are disconnected after placing a bet but before seeing the result, the game round usually continues on our servers and the outcome is recorded. When you reconnect and open the game again, you will see the final result in your balance and game history.
- If the game round cannot finish or the result cannot be determined because of a technical problem, the round may be cancelled and your original stake refunded.
3.2 Live Casino
- For live dealer games, bets that are confirmed on our servers and the game provider’s systems will still count, even if you disconnect before seeing the outcome.
- If a confirmed bet is affected by a system-wide failure on our side or the provider’s side, the round may be cancelled according to the game provider’s rules, and your stake will be refunded if needed.
4. Sports and Esports Betting
4.1 If you are disconnected while placing a bet, what happens next depends on whether our servers accepted your bet:
- Bet Accepted: The bet will remain valid and be settled based on the official result of the event, in line with our Sportsbook Rules and Terms and Conditions.
- Bet Not Accepted: If the bet was not confirmed before disconnection, it will not be placed and no stake will be deducted.
4.2 If there are major technical problems or clear mistakes in odds or markets, Spin Galaxy Casino can cancel affected bets according to the Sportsbook Rules, regulations, and our Terms and Conditions.
5. Refunds and Adjustments
5.1 If technical problems on our side cause game rounds or bets to be cancelled, we will usually refund your stake to your account, following game provider rules and regulations.
5.2 If a technical problem, setup mistake, or clear error gives an unfair advantage or incorrect winnings, we may correct it and adjust balances to show the right result.
6. Player Responsibilities
6.1 You are responsible for keeping a stable internet connection and using hardware and software that work with our site, as listed on Spin Galaxy Casino NZ.
6.2 We suggest not placing bets or joining live casino games if you know your connection is unstable or if you are doing things like updates or large downloads that could interrupt your connection.
7. Records and Disputes
7.1 Our server logs and game provider records are the final source for deciding:
- Whether a bet was accepted.
- Game outcomes and account balances at the time of a disconnection.
- Whether a technical fault or error occurred.
7.2 If you believe a bet or game round has been settled incorrectly following a disconnection, you should contact our customer support team with details of the incident. We will investigate and provide an explanation or correction where appropriate.
8. Changes to This Policy
8.1 We may update this Disconnect Policy from time to time. The latest version will be accessible under the Disconnect Policy or equivalent section at Spin Galaxy Casino NZ.
8.2 We will usually let you know about important changes through the website or by email, following our usual way of updating policies.
Spin Galaxy Casino New Zealand — operated by Baytree Interactive Ltd (69691), licensed by the Kahnawake Gaming Commission, license number: 00892.
