🎯 What Counts as a Reportable Issue
Not every unexpected outcome is a platform issue, but the following are worth reporting:
You were disconnected mid-round and your bet was affected
A bet was placed but does not appear in your history
The game froze, crashed, or displayed a visual error during an active round
A round result appears incorrect or does not match what you saw on screen
Chips or balance were deducted without a corresponding round
The dealer or game interface behaved abnormally (e.g., cards not dealt, wheel not spinning)
Normal losses, unfavourable streaks, or outcomes you simply disagree with are not reportable issues, live games use certified RNG and professional dealers, and results are final once confirmed by the provider.
📋 What Information to Collect
Before contacting anyone, gather the following. Having these ready will speed up the investigation significantly:
Game name: the exact title of the live game (e.g., Lightning Roulette, Speed Baccarat)
Round ID: found in your bet history or within the game interface under the game history/past rounds section
Timestamp: the approximate date and time of the issue, including your timezone
Device and browser: what you were playing on (e.g., Chrome on Windows, Safari on iPhone)
Description: a clear, brief explanation of what happened
Screenshots or screen recordings: if you were able to capture anything, include them
⚡ Evolution Gaming
🔧 Click Help (top right of the game).
🎧 Select Live Support (headset icon).
💬 Tell the agent your issue.
🆔 If not fixed, ask for a case ID (e.g., SD-1234567).
📩 Share the case ID with Duelbits Support.
⚡ Pragmatic Play
💬 Open the in-game chat.
🎧 Tap the headset icon to reach live support.
🎲 If not in a live table, join one to access support.
⚡ Other Live Game Providers
Most live games have a built-in support option. Look for a Help, Support, or headset icon within the game interface, it is usually in the top-right or bottom-right corner of the game window. Open it, describe your issue, and if the agent cannot resolve it on the spot, ask for a case ID or reference number.
👉 If support is busy, please wait until an agent becomes available.
📩 Escalating to Duelbits Support
If the provider's in-game support was unable to resolve your issue, or if you have received a case ID and need further follow-up:
Open the Live Support panel from the left-hand navigation bar on Duelbits.
Tell the agent you are reporting a live game issue.
Provide the game name, Round ID, timestamp, your description of the issue, and the provider's case ID if you have one.
Duelbits support will coordinate with the provider on your behalf to investigate.
⏱️ What to Expect
In-game provider support typically responds within the live chat session itself.
Duelbits support is available 24/7 via live chat. Once a case is escalated to the provider for investigation, resolution can take anywhere from a few hours to several business days depending on complexity.
You will be contacted through Duelbits support with the outcome once the investigation is complete.
⚠️ What Duelbits Can and Cannot Investigate
Duelbits can escalate your issue to the game provider, follow up on open cases, and credit your account if the provider confirms an error occurred.
Duelbits cannot override a provider's game result, access the provider's internal game logs directly, or reverse an outcome that the provider has confirmed as valid. Live game results are determined and recorded by the provider's systems, and the provider has final authority over round outcomes.