Rolling Slots Casino - Player experiences game crash and winnings are lost.

I hit 5 SCATTERS in the game "Pirates Gold Rush" (Bet: 2€). The game crashed exactly at that moment. My Bet History (Session ID: 10009999095366) shows the 5 Scatters, but the win is registered as 0.00€ and the bonus was lost. Support agent "Lia" refused to help and demanded a video of the event, which is an impossible request. I have all the screenshots from the logs proving the 5 Scatters.

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Dear richicastro329,

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 I understand correctly that this issue occurred only once and with one specific game?
• What specific error message did you receive when the game crashed?
• At what point in the game did the crash occur (e.g., immediately after hitting the scatters, during the bonus round, etc.)?

Thank you very much in advance for your reply.

Best regards,

Petra