Live casino games are designed to run smoothly, but occasional issues can happen. When they do, knowing the right steps can help resolve things faster and protect your gameplay. This guide explains exactly how to handle live game issues and who to contact at each stage.
Step-by-Step Guide
Most live game providers offer direct, in-game support, which is always the fastest place to start.
Evolution Gaming
If you’re playing an Evolution Gaming live game:
Click the Help menu in the top-right corner of the game screen
Select Live Support (headset icon)
Explain the issue directly to their support team
Evolution’s agents can review the round in real time and often resolve issues immediately.
Pragmatic Play Live
If the issue occurs in a Pragmatic Play Live game:
Open the dealer or host chat window
Click the headset icon to reach their support team
Describe the issue clearly and wait for their response
Their support operates in real time and handles most live-game-related concerns directly.
Share the Details and Request a Case ID
If the provider cannot resolve the issue immediately:
Request a Case ID (for example: SD-2498410)
Take note of any instructions or updates they provide
Record the time, game name, and what occurred
The Case ID is important for tracking and follow-up.
Contact Chips.gg Support
Once the provider has reviewed the issue:
Reach out to Chips.gg Support via live support.
Share the Case ID provided by the game provider
Include relevant details such as game type, time of issue, and screenshots if available
Our support team will follow up directly with the provider and keep you updated throughout the process.
What Happens Next?
After receiving your report, Chips.gg works with the game provider to verify logs, outcomes, and any affected balances. Resolution times may vary depending on the provider, but every case is handled carefully to ensure fairness and accuracy.
We’ll do our utmost to ensure the issue is resolved as quickly and smoothly as possible.
Handling live game issues is easiest when you start with the provider’s in-game support and follow up with Chips.gg if needed. Sharing clear details and a Case ID helps speed up resolution. If something doesn’t feel right, report it early and let us take care of the rest.
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