Casino: What do I do if I have an incomplete or broken game?
This may occur if a player gets disconnected from the Internet whilst in the middle of a game or if there is a loss of connectivity between the player and our servers.
When the Casino software ‘freezes’ or ‘crashes’, it is possible that your Internet browser’s virtual memory is full and needs to be cleared. Full computer virtual memory may have caused this error. You will need to clear your 'cache' and this can be done by deleting all Temporary Internet Files and Cookies.
Clearing Cache on Google Chrome and Mozilla Firefox:
You will be able to do this by holding down the keys "Shift" + "Ctrl" + "Delete", while you have the webpage open in front of you. This will open a new window in which you would just need to delete the Cache / Temporary Internet Files / Cookies.
Clearing Cache on Internet Explorer:
Open the browser in front of you and click on the cogwheel symbol: on the top right-hand side. Then click on ‘Internet Options’. A new window will open where you will see a section called ‘Browsing history’. Click on delete, a new window will appear, and then click on delete again.
Clearing Cache on Safari:
Open Safari and select Safari and then Preferences from the menu. You will then need to click on the ‘Advanced’ tab and tick the ‘Show Develop menu in menu bar’ box.
You will now have the Develop menu available. Click on the Develop menu followed by ‘Empty Caches’ to clear your cache and browsing history.
It is recommended to clear the cache and virtual memory on a regular basis as this will minimize errors or freeze ups. In addition this will also improve general internet performance. We recommend that this maintenance work is done weekly or just prior to game play on the Casino and Arcade.
You can then attempt to re-open the game in one of two ways.
- Log into your Betfair account and re-open the effected game again.
- Should the above steps not resolve the issue, please try to access the game again from “Games In Play” tab in the “My Account” section.
To do so please follow the below instructions:
- Log into your Betfair account
- Go to the Arcade tab
- Click on “My Account”>”My Arcade Account”
- Click on “Games In Play”
Try to load the game that appears on this page.