Betsquare Solves Your Casino Issues

Error in Winnings Calculation

All reputable online casino software providers use Random Number Generator (RNG) technology to ensure that you have a totally fair experience, and the games are always supported by strong technical backing. However, as is the case with all machines (and humans, for that matter), there’s a chance that, very occasionally, a piece of online casino software might calculate your winnings incorrectly.
For example, a lag or technical glitch might mean that you’re playing £1 spins, but your win is calculated based on £0.10 spins, or you might have raised your number of paylines to the maximum, but the software accidentally calculates your win based on fewer lines.
We need to emphasise that any wrong calculations you experience will be entirely a technical glitch, and it’s never done on purpose. That said, it is super important to raise issues like this to the customer support team as soon as you possibly can, as glitches like this are not really acceptable at all when you’re playing at an online casino for real money.

What’s gone wrong?

The online casino software has glitched and done the wrong calculation, so your win is either less or more than expected.

What to do next

Follow our tips below to figure out what the root of the problem might be and how you can solve it.

Wrong Calculation Frequently Asked Questions

Are your own calculations definitely right?

If you’re not winning, or you have a lower win than what you’d expected, it’s tempting to immediately assume that the online casino software is in the wrong, but that might not be the case. First, you should check a few things yourself, for example, if you’re definitely playing with the number of paylines and bet amount that you intended to before contacting the casino.

Have you documented everything?

It’s probably a good idea for you to document what’s happened so that you can prove your case to the online casino and have the issue rectified so that you can be paid out correctly. As soon as you notice an issue, you should screenshot everything, and keep the gameplay window open so that you can show the customer support team what has happened. It might be tempting to refresh the game to see if that fixes the error, but it’s not advisable.

Have you tried contacting customer support?

An incorrect calculation by the gaming software is a huge issue, so you should absolutely contact the customer support team without any delays. Rather than getting in touch via email or web form and waiting for a reply, it’s best to contact the team using live chat or phone so that you can have a conversation with a representative and you can explain the issue to them in full.

Final step

If you were unable to resolve the issue yourself, you’ll need to get in touch with the casino’s customer support team via live chat, email, or phone.

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