Last updated: September 11, 2026 | Edited by Lawrance
A slot disconnect during a bonus feature can leave the screen unclear: the round may be waiting for a provider response, already settled or unavailable in the local session. Save the evidence first and avoid repeated spins while the record is incomplete.
Capture the game context
Record the game title as displayed, provider name if shown, session or round ID, time, stake, balance before the disconnect and the message on screen. If the game has a bonus-round counter, note what was visible without claiming a result you could not verify.
Use a screenshot only when it adds information. Redact your username, payment details and any security code before sharing.
- Exact game title and version if visible.
- Round or session reference.
- Time, stake and message.
- Balance before and after, if shown.
Do not substitute a similar game
A provider may have several games with similar names. Do not send a screenshot of another version or assume that its feature rules apply. Ask support to identify the exact game and round from the reference.
If the page reloads, compare the account history before you spin again. Keep the original time and message in your notes.
| Evidence | Why it matters |
|---|---|
| Game and provider | Identifies the correct rules |
| Round or session ID | Lets support trace the event |
| Visible status | Separates pending from settled |
| Terms or paytable | Shows the version information available to you |
How to contact support
Use the official account help area and describe one affected round. Ask whether the bonus round was recorded, settled or is awaiting provider confirmation. Do not ask support to “recreate” a result and do not send your password or OTP.
If the site’s domain is uncertain, use our PAGCOR verification checklist before uploading a file. Keep any withdrawal impact in a separate cashout timeline.
- Include one reference.
- Ask one settlement question.
- Keep the ticket number.
When to stop playing
If the same disconnect repeats, the account history is missing, or someone asks for a fee to restore a bonus round, stop and retain the evidence. Repeated play can create new rounds and make the original issue harder to trace.
Method and limits: this checklist does not predict or determine a game result. Provider records and rules can change. Gambling is for adults aged 21 and over and should remain within a limit you can afford to lose.
Related reading: PAGCOR verification checklist, withdrawal timeline, and responsible gambling information.
Sources and method
- Official source 1 — checked September 11, 2026.
- Official source 2 — checked September 11, 2026.
