Introduction

In some situations, customers may experience internet connection failures or other issues that affect activity on Cloud Complete. The organisation aims to provide a reliable service and therefore seeks to minimise the risks and losses to customers in the event of a network disconnection.

However, the organisation cannot be held responsible for, nor can it influence, external network outages. For this reason, the management of Cloud Complete has implemented a disconnection policy that sets out the principles and procedures to be followed in the event of Internet interruptions.

Main Policy Points

If players lose their network connection during a game, they should follow these rules:

• When disconnected from the network, the client should log back into their account as soon as possible.
• Players should acknowledge the risks associated with an Internet outage and contact their ISP to discuss mitigation options.
• If your internet connection is lost before a bet is registered, the bet will be considered invalid.
• If a client placed a bet before the disconnection, it will be deemed valid. The results will be displayed when the client next logs into their profile.
• If you are unsure whether your bet has been registered, please contact customer support service.

Rules for Specific Games

To make the disconnection policy clearer and easier to understand for all players, Cloud Complete has published rules for some games available on the website.

Live Baccarat

The following rules apply to live baccarat play:

• If the internet was disconnected before the bet was placed, the bet will be deemed invalid. In this case, no funds will be withdrawn from the client’s account.
• If a client registered a bet before the network was disconnected, it will be considered valid. The exact amount will be calculated once the pre-connection process is complete.

Live roulette

The following rules govern live roulette betting:

• If the Internet is disconnected before registration is complete, the player's balance remains unchanged and the bet is not counted.
• If a client places a bet on a number that the company has accepted and the Internet connection is subsequently lost, the bet will still be considered valid. The company will recalculate and credit the exact amount to the client's profile.

Live Andar Bahar

There are two primary rules governing network loss in this game:

• If you lost your internet connection before the bet was accepted, the bet is invalid. Your balance will remain unchanged.
• If you placed a bet and your internet connection was lost, the bet will be accepted. The exact calculation will be shown on the client’s invoice.

Online slots

Two rules govern connection loss in slots:

• If you deposited funds but did not have time to start the reel before your internet was disconnected, the bet will be void. You will be refunded.
• If your connection was lost after you activated the reel, the organisation will honour the bet. Once you reconnect, you will see the exact stake.