Upon experiencing an issue please reach out to the game providers live chat directly (please note this is different to Roobet’s live support and offered in game)
For any issues that occur while playing an Evolution Gaming live game you can contact their live support right away in game by clicking the help menu in the top right of the game window and clicking the ‘live support’ button with a headset icon next to it, as seen in the image below.
Once done, please explain the issue to the live support representative you are in contact with, if not resolved instantly on their end they will tell you to contact your casino’s support for further assistance. In this case please request a case ID from them if they don’t provide you with one, this should look something like ‘SD-2498410.’ Please then email your issue into firstname.lastname@example.org and our email team will help you at the earliest possible moment once the investigation has been completed!
For Pragmatic Gaming issues, the steps to follow are the same as the Evolution Gaming issues. However, in order to contact their live support initially it is slightly different. You will need to do this by opening the chat in game that is used to talk to the dealers/hosts then click the headset icon on the chat in order to switch to their live support where you will be put through to their support team as seen below.
If the affected Pragmatic game mode is not a live table game and does not offer live support, please enter a live table game offered by Pragmatic in order to get in contact with them regarding the issue.