If something went wrong during a Crash round, a disconnection, a missing bet, a page reload, or an auto cash-out that did not trigger, this guide covers the most common issues, what likely happened, and what to do next.
⚠️ Before Anything Else
If you believe a round outcome was incorrect or that a technical error cost you funds, gather the following information before contacting support:
Round ID: found in the game history panel within the Crash interface
Timestamp: the approximate date and time of the issue, including your timezone
Bet amount and expected payout
What happened: a brief description of the issue
Device and browser: what you were playing on (e.g., Chrome on Windows, Safari on iPhone)
Screenshots or screen recordings: if you captured anything at the time
Having these details ready will speed up any investigation significantly.
🔄 Page Reloaded or Browser Crashed Mid-Round
If your browser crashed, the tab closed, or the page reloaded while a round was in progress:
Without auto cash-out set, your bet continued riding until the round's crash point. If the multiplier crashed before you could get back, your bet is lost. There is no way to retroactively cash out a round that has already ended.
With auto cash-out set, the auto cash-out executes server-side, meaning it runs on the Duelbits servers regardless of what happens on your device. If the round reached your target multiplier, you were cashed out and the payout was credited to your balance, even if your page was closed at the time.
What to do: Log back in and check your balance and bet history from your profile. If auto cash-out was set and the round reached your target, the payout should already be there. If your balance does not reflect the expected payout, contact support with the round ID.
📡 Disconnected During a Round
Disconnections work the same way as a page reload:
Without auto cash-out → bet rides until the crash point
With auto cash-out → executes server-side at your target multiplier
Crash rounds are resolved entirely on the server. Your connection only affects your ability to manually cash out, the game does not pause or wait for you to reconnect.
What to do: Reconnect and check your balance. If you are on an unstable connection (mobile data, public Wi-Fi, weak signal), always set an auto cash-out as a safeguard.
🐌 Slow Internet or Lag
If your connection is slow or you are experiencing lag:
The multiplier displayed on your screen may be slightly behind the actual server-side value. This means if you click cash out at what appears to be 2.50x on your screen, the actual crash point may have already passed that value, or the round may have already crashed.
Manual cash-out relies on a round trip between your device and the Duelbits server. Any latency adds delay between the moment you click and the moment the server processes it.
What to do: If you notice lag, freezing, or delayed animations, switch to auto cash-out for the remainder of your session. Auto cash-out is processed server-side and is not affected by your connection speed. You can also try switching to a wired connection, closing other browser tabs, or switching to a different browser.
❌ Bet Not Registered
If you clicked the bet button but your bet does not appear in the round:
You may have clicked after the betting window closed. Bets must be placed during the countdown phase. Once the multiplier starts rising, the betting window is closed and no new bets are accepted.
The click may not have registered. This can happen if the page was still loading, if there was a brief connection drop, or if the button was clicked at the exact moment the countdown ended.
Insufficient balance. If your balance was lower than the bet amount at the moment you clicked, the bet would not have been placed.
What to do: Check your bet history to confirm whether the bet was actually placed. If it was not, no funds were deducted and no action is needed. If funds were deducted but the bet does not appear in the round history, contact support with the timestamp and expected bet amount.
🎯 Auto Cash-Out Did Not Trigger
If you set an auto cash-out target and the round appeared to reach it but you were not cashed out:
The round may have crashed at your exact target or just below it. For example, if you set auto cash-out at 2.00x and the round crashed at 1.99x, the target was never reached and the system correctly did not cash you out.
Display rounding. The multiplier shown on screen is rounded for display purposes. A crash point that appears as 2.00x on screen may actually be 1.998x at the server level.
What to do: Check the precise crash point for the round in the game history panel, it will show the exact value. If the crash point was genuinely above your auto cash-out target and you were not cashed out, this may be a legitimate technical issue.
Contact support with the round ID, your auto cash-out target, and the displayed crash point.
💥 Game Froze or Visual Glitch
If the Crash interface froze, the multiplier stopped moving, or you saw a visual error:
The round is still running on the server regardless of what your screen shows. A frozen display does not mean the round has paused.
If you had auto cash-out set, it will still execute server-side at the correct value.
If you did not have auto cash-out set, you cannot manually cash out while the interface is frozen.
What to do: Try refreshing the page. If the round has already ended by the time you reload, check your bet history. If the freeze caused you to miss a manual cash-out, unfortunately the round outcome is determined by the server, the visual state on your device does not alter the result. For recurring freezes, try clearing your browser cache, disabling browser extensions, or switching to a different browser.
🔐 Disputing a Round Outcome
If you believe a round result was incorrect, not just unfavourable, but genuinely wrong, you can verify it yourself using the provably fair system:
Open the game history in the Crash interface.
Find the round in question and note its server seed, client seed, and nonce.
Use the in-game verification tool or a third-party SHA-256 tool to recalculate the crash point.
If the recalculated value matches the displayed crash point, the round was fair and correctly determined.
If the values do not match, or if you are unable to complete the verification, contact support with the round ID and all three seed/nonce values so the team can investigate.
For a full explanation of provably fair verification, see this page: help.duelbits.com/en/articles/6515316-how-to-verify-fairness-with-provably-fair-on-duelbits
📩 Contacting Support
If none of the above resolves your issue, contact Duelbits support:
Live Support: open the panel from the left-hand navigation bar for instant assistance, available 24/7
Email: [email protected]
When reporting a Crash issue, always include the round ID, timestamp, bet amount, and a description of what happened. The more detail you provide, the faster the team can investigate.