If you have lost any Gems due to a bug or a mechanical issue on the machine’s side, please contact us via our contact form and ensure you include the link to the replay of the game in question. Our support staff will review the machine play history data and take the necessary action.
Kindly note that mobile applications are usually optimized for the latest phone models via the latest OS released and installed, so there might be some slight downwards stability issues you occur which might may result in unforeseen bugs with certain models/configurations.
Our technical teams are always working to prevent this from happening and fixing any known issues on those versions. If you come across any issues with the mobile version, we’d recommend trying the web version.
The mechanical components present in our crane machines are routinely and regularly checked and inspected during maintenance. However, it may take some time for a specific machine to be inspected and during that time it will enter maintenance mode.
In case of a punctual malfunction during consecutive plays, we would advise keeping playing as otherwise, you may risk losing your spot and the chance of winning the prize to another player.
All of your replays will be available in your Game History page.