CoolCasino.io - Player unable to access game after a glitch.

I received a bonus in the game Book Hotfire, managed to play a round where I already saw that the upcoming win would be big, but the game crashed and I haven't been able to get back in since. I have complained about this but nothing has been done to rectify the issue. My bet was 1€

All the other games work fine, but not this one.

Dear finjonukkiz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Were there any funds deducted or lost, please?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Dear finjonukkiz,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.