If a game won’t start or gets stuck on “loading,” please follow these checks in order.
Is the problem limited to one game?
Try opening a different game. If other games work normally, the issue may be limited to the affected game. Close it completely, wait a few minutes, then try again.
If multiple games are affected, continue with the checks below.
Check your Internet connection
Make sure your connection is stable. If possible, test with another network, for example switching from Wi-Fi to mobile data or vice versa.
If you are using a VPN, proxy, or a public network (hotel, workplace, shared Wi-Fi), disable the VPN or try another network: some networks can prevent games from loading properly.
Log out and log back in
Close the game completely, then log out of your account. Next, close your browser or app before logging back in.
Check your browser or app
If you are playing via a browser:
- make sure it is up to date;
- close any unnecessary tabs;
- clear the cache and cookies if the problem persists;
- restart your device before trying again.
If you are playing via the app:
- close it completely;
- check if an update is available;
- restart your device, then reopen the app.
Did the game freeze during a session?
Avoid repeatedly trying to restart. Note the name of the game, the approximate time of the issue, and if visible, any game or transaction reference.
The problem persists?
Contact our customer support specifying:
- the name of the game;
- the date and time of the issue;
- the device used;
- your browser or app version;
- any error message displayed, if applicable;
- a screenshot if possible.
This information will help us quickly determine whether the issue is due to your device, your connection, or the game itself.