Games Not Loading

Purpose:
To guide operators on how to handle cases where players report that a game is not loading or fails to open.

Common Reasons a Game May Not Load

1. Jurisdiction Restriction:

   • The game might not be available in the player’s jurisdiction.

   • Verify that the game is enabled for that specific jurisdiction/market/country.

2. Jurisdiction Mismatch:

   • The player’s IP-based location and account jurisdiction might not match.

   • Example: Player registered under UK jurisdiction but currently playing from Germany.

   • Check the player’s geo-location details.

3. Partner Mismatch:

   • The game configuration may not exist for that particular partner or brand.

   • Verify in the Big Daddy Back Office → Configs → Partners → Games List that the game is mapped to the correct partner.

4. Game Disabled or Expired Configuration:

   • The game may have been disabled temporarily or its configuration expired after an update or release.

   • Cross-check with the latest games section here

5. Network or API Timeout:

   • In rare cases, loading may fail due to API timeout or temporary CDN delay.

   • Advise players to clear cache and retry after a few minutes.

   • To open the ‘Clear Browsing Data’ page in your browser, press Ctrl + Shift + Delete.

Information to Collect from the Player

When the issue is reported, always request the following details to investigate efficiently:

• Player ID: (mandatory)

• Game ID or Game Name:

• Timestamp of Issue:

• Error Code or Message: (if visible on screen)

• Browser/Device Details: (optional but helpful)

Next Steps for Operators

1. Check the Big Daddy Back Office → Partner → Games Configuration to confirm availability.

2. If the game is listed but not loading:

   • Validate jurisdiction mapping.

   • Re-sync partner-game configurations if needed.

3. If the issue persists:

   • Collect player details mentioned above.

Escalate the case to Big Daddy Technical Support with full context.