Extreme Spins Casino - Player’s winnings have been confiscated due to game malfunction.

I only joined i always get my verification out of the way on every site is use I was playing fishing frenzy and it kept freezing with fishing frenzy you need 3 scatters to win bonus of 10 free spins if your playing £.0.20 a spin thr fish thats cought are low in value like £0.40.£0.80 £1. I was placing bets at £0.20 then gradually used it to £1 So won a scatter bonus and it was on the 4th spin of one 10 free spins I'd already won £180 as my bet was £1 so the fish value is higher then it froze and restarted the game but didn't bring me bk to where it froze in the middle of bonus round i knew to take screen shots due to the glitches at the start and lost the winnings won another scatter round it froze on the 7th spin I was £360 up in winnings again it restarted and not back to finish the bonus rounds , I contacted chat customer services a Girl called Fiona answers 24 /7 only Fiona she doesn't sleep she is there 24/7 I added the evidence of the screenshot to our chat and was told it will be escalated to the relevant department 4 days in Fiona still there sake response with alot of apologies then I got an email saying technical team found no problem with the running of the game during my play ...I replied then can you explain this attached 10 photos some showing the 4th and 7th rounds frozen the balance I'd won up to those rounds and no one has replied after that but Fiona is still there and actually Fiona works on all 3 sites (sister sites )

Dear Red7021, 

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand the situation and assist you further, could you please answer the following questions?

• Do you have any video recordings or screenshots of the incidents?
• Are the frozen bets recorded in your game history?

Thank you very much in advance for your reply.

Best regards,

Veronika

Hi yes I have screen shots and some showing my bet history with total won on a spin bet I'd etc

Thank you for your reply.

I’ve reviewed the screenshots you’ve provided so far, but unfortunately, they don’t show any visible freezes, glitches, or incorrectly evaluated bets.

To proceed with the investigation, we would need clear evidence that a bet was placed, the amount was deducted from your balance, but there was either no outcome recorded or the result was calculated incorrectly. If the bets were completed in the background and appear in your game history as finished rounds—showing a win or loss—we won’t be able to request any corrections from the casino.

Should you have any screenshots or other records that clearly show a discrepancy like the one described above, please feel free to share them. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Dear Red7021,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.