Disconnect Policy – NEX191 Thailand

At NEX191 Thailand, we understand that unexpected disconnections can happen during gameplay due to unstable internet, device issues, or technical errors. Our Disconnect Policy protects your gaming experience and ensures fair outcomes, even when your connection is lost. Below, we outline everything you need to know about how disconnections are handled on our platform.

What Happens If I Get Disconnected During a Game?

If your internet connection is lost or your device crashes while playing a game:

• Slot Games: Your session will be saved. When you reconnect and return to the game, it will resume from where it left off or display the spin's outcome.
   
• Live Casino Games: The round will continue without you. Bets placed before disconnection will be processed normally. When you return, you can check the game history to see the outcome.
   
• Sports Betting: Bets placed before disconnection are confirmed and valid. If the bet was not submitted, it will not be recorded.
   
• Fishing Games, Card Games, and Instant Win Games: The outcome is recorded once the round starts. If disconnected, results can be viewed in your game history.
   

How to Check Results After Disconnection

• Game History: Log in and go to your account menu. Select “Game History” to view completed rounds and outcomes.
   
• Transaction History: Check all wagers, wins, and losses to confirm your accurate balance.
   
• Customer Support: Contact our team 24/7 via Live Chat or email if you notice any issues.
   

What If I Lose a Bet Due to Disconnection?

NEX191 does not refund bets successfully placed and processed by the game provider, even if you didn’t see the outcome due to disconnection. All game results are stored securely on our servers and remain valid.

How to Avoid Disconnections

• Ensure a stable internet connection (Wi-Fi or 4G recommended).
   
• Avoid playing during phone calls if using a mobile device.
   
• Keep your app or browser updated to the latest version.
   
• Restart your device regularly for better performance.
   

What If a Server Error Occurs?

If disconnection is due to server failure or system downtime:

• Bets that were not confirmed will be voided and refunded.
   
• Confirmed bets will be processed and reflected in your balance once the system is restored.
   
• Our technical team monitors performance around the clock to minimize server-related issues.
   

Need Help After a Disconnect?

Our Customer Support Team is available 24/7 to assist you. If you are concerned about a disconnected session, share the game name, time, and username with us. We’ll investigate and respond as soon as possible.

Your Fair Play is Our Priority

We are committed to fairness, transparency, and maintaining a secure environment. Disconnections can be frustrating, but you can play confidently with our clear policies and responsive support team.