Galactic Wins Casino - Player's game experience is interrupted and unresolved.

So I was playing a bonus round of thier new game- coins of oink. I paid for a bonus round. Right before the 2nd spins started it kicked me out and said the round is completed. I contacted support immediately. They got back to me this morning with. Its the game provider... blah blah nothing we can do. So my problem is how do I know I didnt hit the grand when it kicked me out? How are they being fair when im just told im SOL. (Amd dont use the words of SOL- they consider that abusive behavior) its just super shady how they are just saying there is nothing that cane be done because it was the game provider. What can I do when they say this?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. The games in the casino are programmed to continue even when the connection between the server of the game provider and you is disconnected. If such an event happens, you can see a different result on your screen than on the server of the game provider. If two different results exist, the correct one is the one on the server of the game provider.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you only experienced this once with one specific game?
• Could you please specify what the result of the round was and what other information is available to you regarding the result?
• Have you kept any screenshots or videos of your gameplay?

Additionally, please forward all the relevant communication between you and the casino to my email at tomas@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Navie22,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru