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FAQ
"Disconnected from server" occurs frequently. Can you help?

Connection lost pop-up comes up when your connection has been lost.
Connection lost can happen due to a number of factors.
One of three notice pop-ups inform you of the factors that resulting connection lost occurred to your game.

I. Another login into your account



This pop-up indicates that your connection has been lost by another login into your account from another browser, browser tab, or computer.
In DoubleU Casino app, only one login is allowed per user account at a time as stated on the pop up above.

This issue can happen due to the factors below : 


 Click on the link to the same app page.

If you click on one of the links to DoubleU Casino app on free chip event post, bonus feed on your news feed, or any other post while playing the game, you will be logged out of the first client (game) because the link loads another client into your web browser's tab. 

Therefore, it is recommended that you refrain from collecting bonuses from the feeds while playing game.

• Another login into your account and game loading from another computer or device.

In this case, you'll be logged out of the game immediately.
Another person could be a family member, relative, friend, neighbor, or any other related person. Therefore, you should refrain from sharing your account to 
prevent connection lost. 
Account abuse caused by security breach is also a core factor. You and another person may attempt to log into the game competitively, so connection lost would occur repeatedly. 
 
• Multiple loads of games into multiple browsers or browser tabs by mistake.

You might load more than 2 game clients into a single web browser or browser tab by mistake or accident.

In this case, the first session will be closed immediately.
 
 
 
II. Network problems on user's internet or casino's server



This pop-up means that your session has been closed due to the instability on your network or the server.


This issue can happen due to the factors below : 
 
• Unstable local internet service 

Unstable internet service is one of the important factors of frequent connection lost. In this case, it is recommended that you ask your local internet
provider to check out your internet status.
 
• Wireless LAN 

Wireless LAN is more unstable than local internet service, so network disconnection may occur more frequently.

The frequency of connection lost may differ according to the status of wireless LAN service nearby.
 
 Auto-lock option in Windows 7 / Vista
 
Computer locking is a security measure that is common for all Windows Operating system. Whether your computer stays idle for a specific time, or you lock it by yourself by pressing specific combination of keys. 
The computer becomes "locked" and you have to enter your user name and password to unlock it.
In Windows 7 / Vista, auto-lock disconnects your PC from network, so your game could be disconnected frequently if you selected this option.

To prevent this, you're strongly recommended to follow these steps.

1. Right-click the desktop and select "Personalize".



2. Select "Screen Save”



3. Deselect "On resume, display logon screen" check box to disable auto-lock option.



Auto-lock option in Windows 10
1. Right-click the desktop and select "Personalization".
2. Click on the “Lock Screen”
3. Click on the “Screen saver setting” button.
4. Deselect "On resume, display logon screen" check box to disable auto-lock option.
 
By this setting, you can prevent disconnection occurred by a long-time "idle" status.

To activate screen lock after the specific time of "idle", please increase the amount of minutes in "Wait" box.
However, you're recommended to be careful in using this setting because another person might use your PC while you're staying out of it.
This is only a guideline to prevent disconnection, so DoubleU Casino has no responsibility or liability for any possible security breach caused by disabled auto-lock option.
 
•  Server down / crash / instability
 
The game servers are provided and managed by a server providing company, so unexpected accident may occur in these servers by natural disaster,
breakdown, malfunction, erroneous management, or any other factor.

It rarely happens, but it might happen.
 

•  Maintenance
 
We have an engineering skill to apply a patch without closing the server, but we sometimes have to shut down the servers to improve our system or fix the
errors on our system.

We try our best to notice you the maintenance in advance.


III. Temporary malfunctions or errors




This pop-up shows that your session has been closed due to more than due to temporary malfunctions or errors occurred either in your client
or the server.
 
Most of the time, it's temporary.
 
So,  please you click on "Rejoin" button in a moment to go back to your game.


IV. Countermeasures

We have several countermeasures to protect your free spins, hands, payouts or any other item from connection lost.
For example, in slots, you can directly go back to your bonus round without losing free spins if you click on either "Rejoin" button or refresh on your web browser after connection lost.
The data on your game is stored to "Local storage"(click to learn more) in your computer if your PC's local storage is not disabled.

This measure is capable of preventing loss or damage in the followings:


• Slot : Free spins and winnings

• Video poker : Hands in multi-hand play and winnings

• Bingo : Bingo cards and winnings 

• Table games : Round proceedings and winnings
    - In table games, your round proceeds while you're reloading. So, It is recommended that you hit "Rejoin" button immediately to join your table and play it again.
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