Time zones not matching

When addressing or reviewing cases where time is sensitive to provide a correct answer, it is important to understand that the site will automatically adapt to the automatic time zone set in the device. Therefore, all times and dates will show in accordance to that information.

This is something that we can explain to customers.

This does not apply for the clock displayed at the top of the site. This clock will only show the current time in UTC, based on the time you currently have in the device settings.

This clock is a reference for promotions and bonuses time frames mostly and to avoid confusions between players and customer service, all times for these features will be managed in this time zone.

Customer's times not matching

Whenever we have a customer that for examples states that the times are not matching correctly, for example, UTC is not showing correctly, or the times showed in the transactions report does not match his own time or the time on the device, we need to assist with setting the correct time zone:

1. Advise the customer to check the setting of his device for Time Zones.

2. Time should be automatically set at the correct Time Zone for his current date and time.

3. Save the changes and refresh the site, the time should now be fixed.

4. If it is not fixed, ask the customer to make sure the changes were saved. Deleting cache and cookies might be helpful.