A frozen table animation does not show whether the server accepted an action or completed the hand. The hand ID and action history provide the authoritative sequence needed to compare the poker result with the account ledger.
Record the hand ID, cash table or tournament ID, blind level, seat, stake and timestamp with timezone. A screenshot of cards without the unique reference cannot distinguish nearby hands at the same table.
For a tournament, also note the event name, buy-in and finishing status.
Export or open the hand record and follow posted blinds, bets, folds, all-ins, board cards and pot awards in order. Locate the last action accepted before the connection dropped.
Do not reconstruct another player's concealed cards unless the official history reveals them under the rules.
Match the hand result to the chip movement, tournament ledger or account transaction entry. A client reconnect can miss an animation while the server still settles the pot and advances the table.
If a tournament was paused or cancelled, use the event status and refund rule rather than one hand alone.
Provide the hand ID, event or table, timestamp, accepted action, recorded outcome and the exact conflicting ledger entry. Add device, browser and connection details to help separate a client issue from settlement.
Keep one ticket reference and avoid installing remote-access software from an unsolicited helper.