A frozen game can be frustrating, especially after you have already refreshed the page. With imperial wins the safest approach is to protect the game session first, then check your connection, browser and account status before trying again. This guide explains what to do when a pokie or live table stops responding, how to avoid duplicate deposits, and when support should investigate.
Check whether the frozen game is only a display problem
A game may look stuck even when the account session is still active. The reels, buttons or live video can stop moving while the casino is still processing a request. Do not immediately click Spin, Deal, Place Bet or Deposit again. That can create confusion about whether the first action was accepted.
Imperial wins troubleshooting starts with the game balance
Open the account wallet or cashier in a separate tab if possible and check whether your balance changed. If the balance is unchanged, close the frozen game and reopen it from the lobby. If the balance changed but the round did not finish, save the time, game name and amount involved. That information gives support a clear starting point.
Take a screenshot before clearing anything. Include the visible error message, account balance and browser clock, but hide passwords, card numbers and other private details. If the game later settles correctly, compare the transaction history with the original balance rather than relying only on the game screen.
Use a careful restart sequence
A controlled restart is more useful than repeated refreshing. First wait a few minutes, particularly if the frozen game is a live table or a feature round. The site offers live casino games as well as thousands of other titles, so a problem with one game does not necessarily mean the whole account is unavailable.
- Stop clicking game controls and note the round time, stake and title.
- Check your account balance and transaction history in a new tab.
- Close the affected game tab, then sign in again through the main site.
- Try another supported browser or a private window after disabling extensions.
- Contact support before making another deposit if the round or balance remains unclear.
Use one connection throughout the check where possible. Switching repeatedly between mobile data, public Wi-Fi and a home network can make a session appear inconsistent. A progressive web app is available for mobile use, but there is no native app to install, so avoid unofficial downloads that claim to repair the problem.
When browser or connection issues cause the freeze
Many freezes come from a lost connection, blocked browser storage or an extension that interferes with game content. A strong signal does not always mean the session is stable. Live casino streams are especially sensitive to short interruptions, while a pokie may pause during a feature or bonus round.
Fix common Imperial wins loading problems
Refresh only after checking the balance, then clear the site’s stored data if the same screen keeps returning. Allow cookies and pop-ups for the casino, turn off ad-blocking extensions temporarily, and make sure the browser is current. If the game works in a private window, an old cache or extension is a likely cause.
Do not use a VPN to change your apparent location while troubleshooting. It can lead to an extra security check or make the session less reliable. If several games freeze on the same device, restart the router and test one game after reconnecting. If only one title fails, record its exact name and move to another title instead of repeatedly wagering.
| Check | What to look for |
|---|---|
| Connection | Whether other websites and account pages load normally |
| Browser | A current version, enabled cookies and no interfering extensions |
| Device | Enough free memory and no overloaded background apps |
| Game scope | Whether one title or several games are affected |
| Session record | Game name, stake, time and balance before closing the tab |
Protect bonuses, free spins and pending bets
If the frozen round involves an Imperial wins free spins bonus, avoid starting a new bonus or depositing again until the first session is clear. The welcome pack has a 7-day validity period, 40x wagering on the bonus plus deposit, and 25x wagering on free-spin winnings. Its maximum bet during wagering is €4, while the maximum win cap is €1,000.
Do not assume a failed screen means a failed wager
Game history and the account balance matter more than the frozen animation. This is also true when playing Imperial wins roulette or Imperial wins blackjack, where a bet may be registered before the table display updates. If the wager is listed, do not repeat it simply because the result is not visible. Ask support to confirm the round outcome.
Bonus rules can make a second deposit especially risky. A bonus may not be credited when a withdrawal is pending, when the balance is above €1, or when another offer is attached to the deposit. Bonus-derived funds also cannot be used for sports bets. Keep the original offer details until the issue is resolved.
| Welcome offer detail | Published amount or rule |
|---|---|
| First deposit | 100% match up to €500 and 50 free spins |
| Second deposit | 50% match up to €200 and 50 free spins |
| Third deposit | 100% match up to €300 and 50 free spins |
| Total pack | Up to €1,000 and 150 free spins |
| Minimum deposit | €20 for each welcome-pack stage |
| Maximum bet while wagering | €4 per spin |
Contact support when the account does not reconcile
Contact support if the balance changed without a completed result, a deposit appears twice, a withdrawal status changed unexpectedly, or the game remains frozen across devices. Imperial wins lists 24/7 email support and a live chat widget. Include the exact time, game, stake, device, browser and transaction reference. Do not send your password or full payment details.
What to request from Imperial wins support
Ask for confirmation of whether the round was accepted, settled, cancelled or still under review. If a technical review is needed, request a case number and keep the reply. Support may ask for identity or payment checks, since KYC applies to depositing players and additional documents can be requested as account activity increases.
Payment timing can also explain why money appears missing. The published terms aim to process withdrawals within 3 business days. After approval, cards and bank transfers can take up to 4 business days, while e-wallets are typically instant. A pending payment is different from a frozen game round, so describe both issues separately.
- Game title and room or table name
- Date, time and time zone of the incident
- Stake, balance before the action and current balance
- Screenshot or error message with private information hidden
- Transaction or round reference, if one is visible
Conclusion: resolve the freeze without taking extra risks
Pause before clicking again, verify the balance, record the round and then use a clean browser session. This protects you from duplicate wagers and gives support useful evidence. Check bonus limits before making another deposit, including the 40x wagering rule, 25x free-spin rule, €4 maximum bet, 7-day validity and relevant win caps. Imperial wins is for people aged 18 and over. If gambling is causing concern, contact the NZ Gambling Helpline on 0800 654 655.