Disconnect Policy

Online play depends on stable internet connections, device performance, and third-party game servers. This disconnect policy explains how 711CUCI handles interruptions when you lose connectivity while using 711cucioffcial.my, our mobile app or related services. Read it together with our terms and conditions and the product-specific rules shown in each game or bet slip.

We aim to treat disconnections fairly and consistently. Because many products are supplied by independent studios and sports data partners, final outcomes may also follow their certified policies. Where supplier rules differ, the stricter applicable standard for player protection generally applies unless our contract requires otherwise.

What Counts as a Disconnection

A disconnection occurs when your session with 711CUCI or a game supplier is interrupted before a bet or game round completes normally. Common causes include:

Loss of mobile data or Wi-Fi signal.
Router or ISP outages.
Device battery failure, app crash, or forced closure.
Scheduled or emergency maintenance on our platform or a supplier server.
Firewall, VPN or security software blocking live streams or game packets.

Voluntary logout, session timeout after inactivity, or closure because you exceeded a responsible gaming limit is not treated as a technical disconnection for settlement purposes.

General Principles

Completed actions stand: if the system recorded a confirmed bet or finished round before the disconnect, that result usually stands.
Incomplete actions: rounds or bets not fully accepted may be voided and stakes returned.
Server records prevail: supplier and platform logs, not local device display, determine outcomes in disputes.
Reconnection: when you log back in, check bet history, balance, and open bets before placing new wagers.

Casino Slots and RNG Games

For digital slot, fishing, card RNG, lottery, and instant win products in casino games, each spin or round is processed on the supplier server. If a disconnect happens:

Before the server receives the bet: no charge, and your balance is unchanged.
After the server completes the round: the outcome and balance update apply when you reconnect, so review history if the screen did not refresh.
During an incomplete round: many suppliers auto-complete the round using the last valid stake and return results to your account, while others void and refund. The in-game help or supplier terms for that title apply.

Providers such as Pragmatic Play, Spadegaming and JILI publish their own reconnect behavior. If your balance looks wrong after reconnecting, take a screenshot and contact support with the game name, stake and approximate time in Malaysia Time (MYT).

Live Casino

On live casino tables such as baccarat, blackjack, roulette and game shows, the studio continues dealing regardless of your connection:

Bets accepted before disconnect: usually remain active and settle on the live result.
Bets not yet confirmed: may be canceled, with the stake returned.
During decision windows: if you disconnect while choosing hit or stand or a side bet, the table may apply default actions under supplier rules such as auto stand.
Stream freeze: video lag does not pause the physical deal, so rejoin and check settled bets rather than assuming the round voided.

Evolution Gaming, Asia Gaming and similar studios keep authoritative logs. Disputes are reviewed against those records.

Sports Betting

For sports betting:

Pre match bets: once the slip shows accepted, the bet stands even if you disconnect immediately afterward.
In play bets: acceptance depends on latency and market suspension, so a bet pending acceptance may be rejected if the market moves or the connection drops before confirmation.
Cash out: cash out requests interrupted mid-process may fail, so check open bets before retrying.

Settlements follow official event results and house rules. Connection loss after acceptance does not cancel a valid wager.

Esports Betting

Esports markets such as Dota 2, Mobile Legends, CS2, and League of Legends follow the same acceptance logic as sports. Live map or round markets can suspend quickly, so always wait for an accepted status before leaving the slip screen.

Promotions and Bonuses

A disconnect does not usually cancel an active promotion or void wagering progress already recorded. Incomplete bonus claims that never reached the server may need to be reapplied according to offer terms. If a reward appears missing after reconnecting, contact support with timestamps.

Platform or Supplier Maintenance

When we or a supplier schedule maintenance, open bets already accepted continue under normal settlement rules. New bets may be unavailable until services resume. Emergency outages follow the same completed-versus-incomplete principles above.

How to Reduce Disconnect Risk

Prefer stable Wi-Fi for live dealer streams, and switch networks if mobile signal is weak.
Keep the app or browser updated, and close unused tabs that consume bandwidth.
Avoid placing large live bets on congested public networks.
Charge your device before long sessions.

Disputes

If you believe a disconnect caused an incorrect settlement:

Note the game or market, stake, MYT timestamp, and any error message.
Check bet history and transaction history after reconnecting.
Contact us via live chat, Telegram, email ([email protected]) or phone (+604 5567 811) with screenshots.

We investigate using platform and supplier logs. Resolution may include confirming the result, refunding an unaccepted stake, or explaining why the outcome stands under supplier rules.