SuperAUS Casino - Player’s winnings have been confiscated due to a server error.

*** PLEASE BE ADVISED I WAS PLAYING ON SUPER AUS CASINO WHICH IS A DIRECT PARTNER OF JUST WIN 9 CASINO*** - could not find a casino profile for Super AUS Casino. I was playing Crazy Miner and won free games 6 free games. During these free games as part of the game structure I had 3 full reels of wilds by spin 5.. as I approached the final spin an error message came up on my screen and said server error and reloaded the game. When I loaded back in and had the final spin my 3 wilds disappeared and I only had 1 remaining. If my initial wilds were still in play the win I would have received would have been extremely large as the highest symbols landed and nearly gave me a whole screen payout. The maximum Win x bet is 20,000+ so I can only imagine what the win would have been. Luckily i took screen shots as it was occurring, I contacted live support immediately and was given no help at all and the same words repeated over and over again and again we not even acknowledging the error. I would like to see if this can be resolved as this is completely unfair game play and my winnings that were taken away. I am very suspicious of this and feel the system detected I was about to get a substantial win and made the reloading occur and took away my progress into the games. I’ve tried to find any contact details to this partnership and cannot anywhere and reporting a problem on the website but doesn’t work. I hope you can assist in a fair resolution. Thank you

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Dear liaaaam5,

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?
• Do you have any video recordings or screenshots of the incident?
• Has this particular bet and its result appeared in your game history?

Thank you very much in advance for your reply.

Best regards,

Jean