This can have several causes. For example, it may be due to your internet connection, how you are connected to the internet (wired or via WiFi), which device you use or which browser you use.

You can try to:

1. Clear your browser data (cookies and cache)

2. Switch from WiFi to a wired connection

3. Connect to another browser (preferably Google Chrome)

4. Connect to another device

5. Restart your internet router if it turns out that your internet is slow

If the game does start up but crashes without an error message, you can take a screenshot and send it to us.

In most cases however, an error message will appear on the screen. You can send us this error message and we'll look at what went wrong.

If your game freezes or stops loading, it's best to quit the game, clear your browsing data (cookies and cache), and restart the game. In addition, we advise you to try to start the game in different browsers. Google Chrome offers the best support for our website and games.

If the problem has not been solved after this, you can contact our customer service. If you see an error message, we advise you to also send it to us as an attachment, so that we can solve the problem faster.

Please note that if you clear cookies, you will be logged out of websites and your saved preferences may be deleted.

Delete cookies in Google Chrome

1. On your computer, open Chrome

2. In the top right, click "More Settings"

3. Under "Privacy and security", click "Cookies and other site data"

4. Select "Clear browsing data"

5. Confirm by clicking "Clear All"

Delete cookies in Firefox

1. Click on the 3 dashes at the top right > 'Settings' > 'Privacy & Security

2. Under 'Cookies and website data, click on 'Clear data'

3. Click 'Clear'

Delete cookies in Safari

1. In the menu bar at the top, go to 'Safari' > 'Preferences'

2. Choose 'Privacy' > 'Manage website data' > 'Delete all

Delete cookies in Microsoft Edge

1. Click on the 3 dots at the top right > 'Settings' > 'Privacy, search and services

2. Under "Clear browsing data," click on the "Choose what you want to clear" option

3. Select the cookies (preselected)

4. Press the 'Clear Now button

Most devices which can connect to the internet and open an internet browser should be able to play on the site.

You should also be able to play on any web browser without any problems.