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🧾 Disputing a Game Payout: What to Do if You Think You've Been Paid Incorrectly

Think you’ve been paid the wrong amount from a game? Don’t worry — here’s how to check and get support if needed.

Freya avatar
Written by Freya
Updated over 3 weeks ago

🔍 Step 1: Check the Paytable

For slot or table games that include a paytable:

  • Locate the Paytable: This is usually found by clicking the ‘?’ icon in the top-right corner of the game screen.

  • Understand the Payouts: The paytable explains what the expected payout is for various game results.

  • Check the Stake Used:

    • Your payout is typically calculated using your unit stake, not your total stake.

    • Example: If you are playing a 9-line slot at £0.10 per line (totaling £0.90 per spin), your payout is usually based on the £0.10 per line, not the total £0.90 stake.


📘 Step 2: Review the Game's Help Files

Each game includes help documentation outlining its specific rules and features:

  • Find the Help Files: These are also accessible via the ‘?’ icon.

  • What You’ll Learn: The help section typically includes:

    • Game rules

    • Bonus round details

    • Win conditions

    • Feature mechanics


🆘 Step 3: Contact Support for Further Help

If you’ve reviewed the Paytable and Help Files and still believe the payout is incorrect, please get in touch with us.

📨 What to Include When Contacting Us

To help us investigate your query quickly and accurately, please provide:

  • 🕹 Game title

  • 🔢 Round ID (if available)

  • 🕒 Exact time and date the round took place

  • 📸 Screenshots of the game result or issue (if possible)

  • 💬 Details of what you expected vs. what you received

📞 How to Reach Us

  • 💬 Live Chat: Available in the Help section of our website or app

We’re here to help and will be happy to investigate any issues for you. 😊

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