Gala Spins Casino - Player’s complaining about technical glitch while playing bonus game.

I was playing the online Slingo Centurian game and got into the 5 line bonus.!this bonus gives you 3 reels all the same and then rolls reel 4 and 5 to reveal your winnings. I got WILD so all 3 reels would have been WILD at this point the game crashed Due to a technical issue. I logged back in expecting it to pick up where it had errored but no it gave me a fresh new game. No winnings and no bet back. The minimum you can win by spinning A jack/queen or along is £4 but this was 9 Wilds and the Wild would have been the highest which I believe is the Centurian so this should have been a mega jackpot win here and didnt get a penny. I went into live chat with Maria. I said Hi and she disconnected. I have sent a mail and withdrawn my current funds and awaiting a response.!has this happened to others? If you win the jackpot is this how they get away without paying out? If I had been on a manual gaming machine i wouldn’t have left it but I don’t have the ID code of the spin due to it crashing. any advise on whether I can do anything. this win would have been hundreds of pounds into the thousands

Dear Claire, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, please could you forward any supporting evidence to petronela.k@casino.guru? Any screenshots or game history would be very helpful to support our case. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards,

Petronela

Hi Peteonela

i have sent you a response and sent screenshots of the online chats I had

and the emails between me and customer services

Thank you very much Claire for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Claire.

We will need the assistance of the casino if you don't have your gaming history. It is important to know when exactly this incident happened. Then casino would be able to track down your activity from game provider.

Please keep in mind that fact that if you see a winning combination on your screen that doesn't mean that you actually had it. In cases where there is some disconnection with the game provider/casino, the game provider finishes the round and send balance adjustment to the casino. But in case of disconnection, your game round can end up differently than on the game server. The correct result is the one on the server-side. (game provider)

We would like to ask the Gala Spins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I am very sorry, Claire, but the casino representatives are non-responding. I've written to three people on skype and sent them emails but without any reply from their side. (I hope it is just temporary maybe because of COVID-19) For now, I am forced to close the complaint as "unresolved"  The casino can decide to reopen complaint and try to solve the situation anytime.

One more time I am sorry Claire that we were unable to help you more.