Disconnection Handling Policy

As per our Terms & Conditions, it is important for the player to have a good and uninterrupted internet connection from his device in order to play online Poker games at A23.

In case, when the user's internet is weak, disconnected or interrupted, the gaming device may lose communication with A23's gaming server. We value our players' trust with us and always try to secure the players' interest first in such scenarios.

A23 has a disconnection protection policy, which ensures that players get ample time to join back in the case of internet disconnection to our game server, and in the worst scenario, when the player cannot join back the game, his losses are minimized.

Broad highlights of the policy are:

  • For Cash Games : If the player gets disconnected while playing on a cash table, the player will automatically be sat out until he/she returns and chooses to post blinds again. No blinds will be deducted until the player returns.
  • For Tourneys : If the player is accidentally disconnected from the server during a tournament, the player hand will be folded when the allocated time to make a decision has expired. However, blinds will get deducted from the chip stack until the player returns.

In case, when a player's gaming device connects back to our gaming servers after a disconnection, interruption or a network blip, it may receive all messages from A23 server at once which otherwise should have been received by the player during the span of network disconnection/interruption/blip.

This can manifest on the client (Player's device) in multiple display only issues, some of which are listed below:

  • Temporarily the client might freeze if low on memory or CPU
  • Cards may appear stuck

The above list of issues is not exhaustive and players might encounter different types of issues based upon their device type, network connectivity and other applications running simultaneously on the device.

However, A23 declines any direct liability towards any losses incurred by the players for any network disconnections on the players' device or any other external networks. In case of any disruption of services while a Game is in progress, the Company will cancel the Game and refund the points/ cash irrespective of the status of the Game.

Any disconnection issues faced by the players due to external factors and reasons not in control of the Company are addressed on a case to case basis. The Company will cancel and refund the chips to the players once the issue is resolved wherever appropriate.

A23 is making continuous efforts to minimize and resolve display related issues as and when we encounter them, and seek our esteemed player's help to improve. We request our players to report such issues to our dedicated and friendly customer support team who will actively address the concern/issue to player's satisfaction.

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