Seeing a win not reflected correctly can be stressful, especially in the moment. In most cases, missing wins or incorrect payouts are caused by display delays or provider verification checks. Follow the steps below to make sure your case is reviewed accurately and resolved as quickly as possible.
First. Don’t Panic.
Most cases are visual or are simply pending.
Many payout concerns are caused by temporary visual delays, game resynchronization, or provider-side verification.
This is especially common in:
Live casino games
Bonus rounds
Games that were refreshed or disconnected mid-round
In these cases, the result is often still being processed and may update automatically.
What to Do Next
Step 1: Refresh and Check Your Balance History
Before reporting the issue:
Refresh the page or relaunch the game
Check your transaction history or bet history
Confirm whether the payout was credited under a different timestamp
Some payouts appear shortly after the round finishes or after resyncing.
Step 2: Identify the Game Provider
Knowing the provider helps speed things up. Take note of:
Game name
Provider (Evolution, Pragmatic Play, Hacksaw, etc.)
Approximate time the round occurred
Live and slot providers handle investigations differently, so this detail matters.
Step 3: If It’s a Live Game, Contact Provider Support First
For live games, the fastest option is often in-game provider support:
Use the headset or help icon inside the game
Explain the issue clearly
Request a Case ID if they investigate
This allows us to follow up directly if needed.
Step 4: Contact Chips.gg Support
If the issue is not resolved automatically or by the provider:
Reach out via Live Support
Include as much detail as possible:
Username
Game name & provider
Time of the issue
Bet amount
Screenshots (if available)
Provider Case ID (if applicable)
More detail = faster resolution.
How Investigations Work
Once reported, the game provider reviews:
Game logs
RNG or live dealer records
Bet settlement data
Chips.gg works closely with providers to ensure outcomes are fair, accurate, and final. Resolution times vary depending on the provider, but every case is fully reviewed.
What to Avoid
Don’t place repeated bets expecting an auto-correction
Don’t refresh excessively during bonus or live rounds
Don’t create multiple tickets for the same issue
This can slow down the investigation.
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