Casino FAQs

1. Casino Disconnections

Occasionally, technical problems might arise during casino game sessions, resulting in game crashes or failure to launch. We maintain comprehensive gameplay records, enabling us to pinpoint the specific game round in question and address the issue, ensuring your continued playability.

If any gameround fails to come to a successful resolution both on Slots and/or RNG Table Games then it is likely that you have a stuck round. This can often be resolved by completing some troubleshooting steps.

Firstly logging out and back in again, the game will pick up from where it left off so your spin can be determined a win or a loss and your account balance adjusted accordingly.

Secondly if this does not help to resolve the issue please clear your Cache and Cookies on any Browsers you use. Within your device, please refer to the user manual if you are unsure how to do this. This can also be actioned on the APP so please go to the app settings to clear Cache.

Some examples that might help you out; 

Using Chrome via Desktop?

On your computer, open Chrome.

• At the top right, click More .
• Click More tools. Clear browsing data.
• At the top, choose a time range. To delete everything, select All time.
• Next to "Cookies and other site data" and "Cached images and files," check the boxes.
• Click Clear data.
  
  

     Using Chrome on Android?

     On your Android phone or tablet, open the Chrome app .

• At the top right, tap More .
• Tap History. Clear browsing data.
• At the top, choose a time range. To delete everything, select All time.
• Next to "Cookies and site data" and "Cached images and files," check the boxes.
• Tap Clear data.
  
  

     Using Chrome on iOS? (iPhone and/or iPad)

     On your iPhone or iPad, open the Chrome app .

• At the top-right, tap More .
• Tap History. Clear browsing data.
• Make sure that there's a tick mark next to 'Cookies, site data' and 'Cached images and files'.
• Tap Clear browsing data.

      Using Safari on iOS? (iPhone and/or iPad)

• Open the Settings app, then select Safari.
• Scroll down, then select Clear History and Website Data.
• Tap Clear History and Data to confirm.

       Using Safari on MacOS? (Mac and/or MacBook)

     

• Open Safari.
• Go to Safari > Preferences > Privacy
• Click Manage Website Data....
• Select one or more websites to clear, then click Remove or Remove All.
• Click Remove Now to confirm.

       If the problem persists and prevents you from completing the round, please don't hesitate to reach           out to our Live Support Team. To assist our Casino team in efficiently investigating and resolving the         matter, kindly provide them with the following details.

• Name of the Game:
• Time and Date of the error:
• In-Game round ID: 
• Stake of the Spin:
• Balance at time of spin( If Known):
• Was this the last spin?:                                                                                 
• Device you were using:
• Which browser were you using?:
• Brief description of the error:
• Please stop playing the game until this is investigated for you!
• Can you please provide a screenshot of the error you see when opening the game please?
  
  Alternatively, you can email the game details to [e-mail]
  
  

These particulars can be relayed to our Casino team for their examination of the game that's not progressing. Kindly anticipate a waiting period of up to 72 hours for us to respond. Once the investigation is concluded, you will receive notification through email.

If the situation requires us to escalate this game round to any of our game providers, we cannot offer a specific timeframe for its resolution.

Participating customers in online betting or gaming are doing so voluntarily and assuming the associated risks. We will not assume responsibility for delays, mistakes, or losses resulting from computer hardware or software issues, internet interruptions, or communication media failures, regardless of the cause. We will make reasonable efforts to address such situations, but we cannot ensure our capability to do so. We retain the absolute right to void any transactions resulting from such events, as determined at our discretion.


2. Live Casino Disconnection Policies.

2.1 - Disconnection Policy by Providers and Game Types.

 
kwiff holds no responsibility for any stake loss or potential winnings reduction resulting from slow internet speeds or player-initiated disconnections. Nevertheless, for instances of timeouts or lost connections, the following protocols are established to safeguard the player:

Evolution Gaming provides specific guidelines for various casino games in the event of disconnections. Please note the following procedures:

Roulette: In case of disconnection during a game round, your bets remain valid and are settled when you're not present. Upon reconnection, you can review the outcomes in the History window.

Instant Roulette: If you lose connection after placing a bet but before clicking/tapping the PLAY NOW button, the game will resume once you're reconnected. If disconnection occurs after clicking/tapping PLAY NOW, your bets are accepted. After reconnecting, you can view the game outcome in the history window.

Blackjack, Craps, Game Shows, Baccarat & Sic Bo: For these games, if you're disconnected during a round, your placed bets remain valid and are settled while you're absent. Upon reconnection, you can observe the bet outcomes in the History window.

Lightning Blackjack, Infinite Blackjack, Power Blackjack, Infinite Free Bet Blackjack: If disconnected during betting time, your bets are void and returned if betting is still open, but if disconnected after betting is closed, your bets remain valid and are settled when you're not online. After reconnecting, you can see the outcomes in the History window.

Cash or Crash: If disconnected during a game round, your placed bet stays valid and is settled during your absence. Moreover, if disconnected during an entire Decision Phase, you'll be cashed out at the next green ball decision prompt. Shorter disconnections during a Decision Phase might not register your last selection. After reconnecting, you can check the game result in the History window.

These protocols ensure that your gameplay and bets are managed appropriately despite potential disconnection issues.

With Pragmatic Live casino games, the handling of disconnections follows these guidelines:

If Disconnection Occurs Before 'BETS CLOSED': If you disconnect before the 'BETS CLOSED' message displays and your bets were not yet acknowledged by the server, your balance won't be debited, and you won't participate in the ongoing game round. After reconnecting, kindly check your balance and promptly notify your Casino Operator if any issues arise.

If Disconnection Occurs After 'BETS CLOSED': Should disconnection happen after the 'BETS CLOSED' message appears and your bets were confirmed by the server, the game will proceed normally. Any potential winnings will be processed based on the game outcome, irrespective of the disconnection.

These protocols aim to ensure fair play and address different disconnection scenarios in Pragmatic Live games.

3. Game Fairness.

3.1 - Random Number Generator (RNG):

All games, except for Live Casino games, utilize a Random Number Generator (RNG) to decide the outcome of each spin or hand. This outcome remains impervious to external influences, including our own, ensuring fairness.

Regularly, every 3 months, an authoritative and globally recognized testing agency named eCOGRA performs an audit on all bets made in our RNG games. This assessment determines the Return To Player percentage (RTP).

3.2 - RTP (Return to Player) Explanation:

The Return to Player percentage (RTP) signifies the portion of funds a game is projected to pay back over an extended period of gameplay.

For instance, if a slot game has an RTP of 93%, it implies that, on average, the game is anticipated to give back 93 pence for every £1 wagered.

However, this might seem less favorable in the short term because individual gaming sessions can exhibit considerable fluctuations in outcomes in both positive and negative directions.

3.3 - RTP Calculation Method:

RTP is determined based on the outcomes of a substantial number of game rounds, often in the millions or even billions.

You can compute your own RTP using this straightforward formula:

RTP = (Wins / Wager) x 100

For instance, if you stake £100 on a game and receive £90 back, resulting in a £10 overall loss:

RTP = (90 / 100) x 100 = 90%

If you place a £100 bet on a game and get £110 in return, leading to a £10 profit:

RTP = (110 / 100) x 100 = 110%

3.4 - Why Your Winnings Might Be Lower Than the Advertised RTP %:

The RTP percentage doesn't precisely predict how much you'll win during a single gaming session. Instead, it reflects the cumulative wagers of all players over time.

On any given day, one player might experience success on a slot while another encounters less favorable outcomes, and this can fluctuate vice versa.

The closer you get to a game's theoretical RTP, the more you play it, but this convergence occurs over an extended timeframe, typically measured in months rather than minutes.

As with all gambling activities, if you're feeling frustrated or find yourself chasing losses, it's advisable to take a break, establish deposit limits, or consider self-exclusion. Always wager only with funds you can afford to lose.

3.5 - RNG stands for Random Number Generator.

It's a mathematical algorithm employed to generate a sequence of random numbers. In the context of casinos, these numbers can correspond to various outcomes, such as a specific symbol on a slot machine, a particular color on a roulette wheel, or a specific card in a deck.

RNGs are a contemporary rendition of ancient devices that have been used for randomness, like dice, shuffled cards, coin flips, or drawing lots.

RNGs play a crucial role in guaranteeing the randomness and equity of all our non-live casino
games.

3.6 - Frequency of Feature/Bonus Rounds in Casino Games:

The question of how often bonus or feature rounds occur in casino games is one that most casino players ponder.

It's entirely possible to trigger a bonus on your very first spin one day, only to go through hundreds of spins the next day without encountering the feature.

This variation arises from the inherent randomness of casino games. There's no assurance that a bonus feature will activate during a single playing session. Additionally, prior outcomes have no influence on the outcome of the next spin or round. Consequently, it's entirely plausible to hit a feature multiple times within a session.

The timing of when a feature will trigger remains unknown, but when gambling responsibly, this unpredictability is all part of the excitement.

3.7 - Live Casino fairness.

Yes, Live Casino games are designed to be fair and transparent. At kwiff, all Live Casino games are sourced from licensed providers. These games are conducted within regulated and controlled environments that undergo regular audits to meet standards endorsed by regulatory authorities.

These audits encompass the monitoring of all equipment employed in Live Casino games, including elements like Roulette wheels. Furthermore, certain games integrate a Random Number Generator (RNG) component to determine aspects such as multiplier amounts. This RNG aspect is also rigorously tested and certified in a manner similar to slot games.

The combination of licensed providers, regulated environments, and rigorous testing procedures ensures that Live Casino games are conducted fairly and in compliance with industry standards.

3.8 - Why is there a delay on Live Casino video playback?

The presence of a delay in Live Casino video playback is akin to the experience of any online video streaming. Interruptions in the feed you're watching can occur due to connection issues.

Identifying the precise cause of your connection problems can be challenging. To minimize the occurrence of such interruptions, we suggest regularly clearing your cache and cookies on the device you're using. This maintenance practice can contribute to a smoother streaming experience.

4. How to use kwiff Casino.

4.1 - How can I find the rules for a particular game in your casino?

Kindly take note that this article exclusively pertains to the regulations governing the 'Casino and Live Casino' segment of our website.

The game rules can be accessed within any game you open. This might be indicated by an "i" symbol or a "?". You can also find them by opening the in-game menu and selecting "rules" or "how to play". In certain cases, the rules might also be integrated into the game's pay-table, depending on the specific third-party provider of the game.

4.2 - Why has my balance not been updated on Live Casino?

During live casino gameplay, there might be instances where your balance takes a short while to update after a win in any of the live games. If this occurs, we recommend the following steps:

• Log out of your account.
• Log back in.
• In most cases, your balance will correct itself within approximately 5 minutes.

However, if your balance remains unchanged even after logging out and back in, please follow these steps:

• Reach out to us via Live Chat or Email ([e-mail]).
  
  
• When contacting us, provide the following information:
  • The game you played.
  • The specific table.
  • The stake you placed.
  • The time when the issue occurred.

You can find this information in the game by clicking on the history button, usually represented by a counter-clockwise arrow, in the top right corner of the Live Casino table screen.

We keep a comprehensive record of all bets, so having this information will help us pinpoint the game in question. Once identified, we'll forward it to our technical team for further investigation.

Please be patient and allow up to 72 hours after reporting the issue for a thorough investigation. You'll receive an email notification with the investigation results once the process is completed.

4.4 - Can I get any Free Spins as a Gesture of Goodwill?

We sincerely appreciate your interest in our services. While we do not provide free bets or spins upon request, we offer a fantastic incentive where any bet you place at any time has the potential to be supercharged. We encourage you to take advantage of this exciting opportunity and unleash the full potential of your betting experience with us. If you are interested we also offer a wide range of promotions on our website, which can be found through this link https://promo.kwiff.com/

Please also ensure you are opted into push notifications/SMS to receive updates about our great promotions!