Will I get credited my winnings if the game doesn't finish?
If you encounter a technical issue during free plays or bonus rounds on one of our games, such as a disconnection or game freeze, there's no need to worry. The game's mechanism is designed to ensure that your free plays are completed regardless of interruptions. Any winnings in the form of Bits or Bucks will be automatically added to your casino balance.
If this happens to you, take a screenshot of the game and or copy the game id that will be displayed on screen. You can use the game ID to check your transaction history and game history from your profile section of the main menu.
If you are still unsure send the screenshot or game ID along with the game name and estimated time the issue occurred, and our customer support team will be able to assist you.
You can check out our Troubleshooting Guide to help you get up and running quicker. Or if you need help taking a screenshot, please check out this article.
Game ID
Every game that you play on Kickr will have a game ID. The game ID is generally located in the bottom left or right corner. If you have an issue, please make sure you take a screenshot of the game ID or copy and paste the game ID to a safe location.
Checking Gameplay History
You can verify the outcome of your interrupted game by checking the transactions section of your account. You can access this by logging into your account and selecting transactions from the menu options.
Steps to Resolve Frequent Interruptions
If you frequently experience game interruptions, here are some proactive steps you can take:
- Clear Your Browser's Cache: Clearing your cache can resolve many common issues. Instructions vary by browser and device, but here are some links for popular browsers: Chrome (Desktop), Chrome (Android), Safari (iOS), Safari (Mac).
- Update Your System: Ensure your drivers and operating system are up to date to avoid compatibility issues.
- Close Other Applications: Running multiple applications can cause software conflicts. Close any unnecessary applications to free up resources.
- Check Power Settings: Make sure your power management settings are set to High Performance to prevent issues during gameplay.
- Monitor for Overheating: Overheating can cause performance issues. Check your device's components to ensure they are not overheating.
- Scan for Malware: Regularly scan your system for malware, which can interfere with game performance.
- Pause Antivirus Scanning: Sometimes, antivirus software can interfere with gameplay. Consider pausing scans while you play.
Reference ID
The reference ID is in your transactions history. If you need to contact customer support, you will need to quote the reference ID of the affected game.
Contacting Customer Support
If the issue persists after following the above steps, please contact Kickr's Customer Support via our support form with all relevant details of the issue you encountered for further assistance.