Disconnect policy

Online play depends on stable internet connections, device performance, and third-party game servers. This disconnect policy explains how Twin Casino handles interruptions when you lose connectivity while using the platform, our mobile app, or related services. It should be read together with our terms and conditions and product-specific rules shown in each game or bet slip.

We aim to treat disconnections fairly and consistently. Because many products are supplied by independent studios and sports data partners, final outcomes may also follow their certified policies. Where supplier rules differ, the stricter applicable standard for player protection generally applies unless our contract requires otherwise.

What counts as a disconnection

A disconnection occurs when your session with Twin Casino or a game supplier is interrupted before a bet or game round completes normally. Common causes include:

Loss of mobile data or Wi-Fi signal.
Router or ISP outages.
Device battery failure, browser crash, or forced closure.
Scheduled or emergency maintenance on our platform or a supplier server.
Firewall, VPN, or security software blocking live streams or game packets.

Voluntary logout, session time-out after inactivity, or closure because you exceeded a responsible gaming limit is not treated as a technical disconnection for settlement purposes.

General principles

Completed actions stand — If the system recorded a confirmed bet or finished game round before the disconnect, that result usually stands.
Incomplete actions — Rounds or bets not fully accepted may be voided and stakes returned.
Server-side records prevail — Supplier and platform logs, not local device display, determine outcomes in disputes.
Reconnection — When you log back in, check bet history, balance, and open bets before placing new wagers.

Pokies and RNG table games

For digital pokies and RNG table products in casino games, each spin or hand is processed on the supplier server. If a disconnect happens:

Before the server receives the bet — No charge; balance unchanged.
After the server completes the round — Outcome and balance update apply when you reconnect; review history if the screen did not refresh.
During an incomplete round — Many suppliers auto-complete the round using the last valid stake and return results to your account. Others void and refund. The in-game help or supplier terms for that title apply.

Feature buys, free-spin rounds, and bonus games started before a disconnect typically continue on the server; winnings or losses are credited when the feature finishes.

Live dealer and live casino

Live dealer games stream video from a studio. Bets must be placed and confirmed within the betting window shown on screen. If you disconnect:

During the betting window — Unconfirmed chips may not be accepted; confirmed bets stand for that round.
After “no more bets” — The round proceeds; results settle per studio rules even if your video froze.
Extended outage — You may miss several hands; only bets you successfully placed count.

Live games do not pause for individual players. Rejoin the table and verify your balance before continuing. Use a stable Wi-Fi or 5G link during peak evening hours in Australia so video stays smooth.

Sports and esports betting

For pre-match and live markets on sports and esports, a bet is valid only when the system returns an acceptance message with a bet ID. If a disconnect occurs:

Before acceptance — The wager is not placed; no stake is taken.
After acceptance — The bet stands at the accepted odds unless the event is voided under sport rules (postponement, abandonment, palpable error correction).
Live odds changes — If your slip was pending when the line moved, the bet may be rejected on reconnect; check open bets.

Cash-out offers depend on real-time availability. A disconnect may prevent you from cashing out before an event turns; that is not grounds for manual adjustment unless a confirmed cash-out was recorded.

Mobile app considerations

The Twin Casino app may suspend background activity to save battery. Avoid switching apps during live bets or dealer betting windows. On unstable Australian mobile networks, prefer Wi-Fi for live dealer and in-play betting, or use pre-match markets where timing is less critical.

Maintenance and planned downtime

We may schedule maintenance with advance notice where possible. During maintenance, open sessions may close gracefully. In-progress supplier rounds usually complete on the supplier side; unsettled sports bets follow event rules. Emergency maintenance without notice is rare but may occur for security or stability; the principles above still apply.

Palpable errors and system faults

If a widespread software fault affects many players — duplicate credits, incorrect settlements, or mass voids — we will investigate with suppliers and correct balances in line with our terms. Individual disconnections during normal operation are not classified as system faults unless logs show a platform-side failure.

What you should do after a disconnect

Reconnect and log in securely; do not share OTP codes with anyone claiming to be support.
Check wallet balance, bet history, and any open sports or esports positions.
Note the approximate time in AEST, game name, stake, and round or event ID if visible.
If something looks wrong, contact us within a reasonable period — typically within 72 hours for faster log retrieval.
Avoid placing duplicate bets to “replace” an uncertain one until history is confirmed.

How to report a disconnection dispute

Email support@twinaustralia.net or use live chat via Contact us. Include:

Username and registered email.
Date and time (AEST).
Product type (pokie name, live blackjack, AFL pre-match, etc.).
Stake amount in AUD.
Screenshots if available (not mandatory).
Whether the issue happened on the web or app.

We review platform and supplier logs. Response times depend on complexity and third-party cooperation. Our decision is based on documented evidence; we cannot override supplier-certified outcomes where contracts limit reversals.

Limitations

We are not responsible for disconnections caused by your equipment, local network, ISP, or unauthorized modifications to your device. Using VPNs or tools that interfere with geolocation or stream quality may increase disconnection risk and can breach our terms.

This policy does not guarantee refunds for losses on completed rounds or accepted bets that simply did not go in your favor.