Game Load Failed? How Refunds and the Bonus Work

Why isn't the bonus refunded?

A load bonus is extra credit from WinSweeps that only ever goes into the game, never into your wallet. When the load does not happen, there is nothing for the bonus to ride in with, so it simply does not apply. Refunding it to your wallet would turn every failed load into free wallet money, which is why only your own money comes back.

One piece of good news for new players: a failed first load does not use up your 50% on your first load. Failed and cancelled loads do not count as your first load, so your next load still gets the 50%.

A failed or stuck load refunds your own money to your wallet, and stuck loads are swept and refunded automatically after about 30 minutes.

What if my load is stuck?

Every load shows a status in Recent activity on the game page, and the status decides what you can do:

• Pending: you can cancel. Tap Cancel under the pending load and your money returns to your wallet.
• Processing: you cannot cancel. At this point WinSweeps is already adding the credits to your game account, so stopping it could leave credits in the game and money in your wallet at the same time.
• Stuck in processing: wait. A load that never completes is failed and refunded automatically, after about 30 minutes. You do not need to ask for it.

Game load pending? What to do explains every status in more detail. This works the same on every live game, including Gameroom, Cash Frenzy and Juwa.

Is a failed load the same as a missing deposit?

No, they are two different steps. A deposit moves money from your payment app into your WinSweeps wallet. A load moves money from your wallet into a game. If your wallet was never credited after you paid, that is a deposit question, and what to do if your deposit doesn't show up is the right guide.

What should I tell Live Chat?

Most failed loads need nothing from you. Reach out on Live Chat if a refund does not appear after the stuck-load window, or if a load says completed but the credits are not in the game. Give the team:

• The game and your game username. The username is on that game's page.
• The amount and roughly when you loaded. One line is enough.
• The status in Recent activity. Pending, processing, completed or failed.
• What Check Balance shows. Tap it first, so the team sees the live in-game number. How to check your game balance shows where it is.

You can also reach support on Telegram or at support@winsweeps.games.

FAQ

How long does a stuck load take to refund? About 30 minutes. Stuck loads are swept and refunded to your wallet automatically.

Will I lose my 50% if my first load fails? No. A failed or cancelled load does not count as your first load, so the next one still gets 50%.

Can I cancel a load that is processing? No. You can cancel only while a load is pending. A processing load that never completes is refunded automatically.

Fund your wallet and load knowing your own money is covered if a load fails.