I was playing a game called crystal queen won free spins and 4 eur from them its not that is a big sum or jackpot or anything but it if it was i would have lost my damn mind.So as i won those 4 eur from the 10 free spins that i trigered in the game i got error of some kind telling me that my internet connection is weak and i need to reopen the game eaven tho my internet is great, so i reopen the game and

the 4 eur that i won was missing i contacted the support but they told me they dont see anything weird in my hand history and they could not do anything about it.

I'm posting this so it doesn't hapen to anyone else.

Dear Simeon,

I am sorry to hear about your troubles. Games often display error messages when the internet connection is not stable enough or if you use an outdated or not fully compatible internet browser. This can make it difficult for games to run smoothly. 

Could you please send us a screenshot of the game history to support your claims, if you have one? In case of these errors, the game round is usually finished on the game provider's server no matter what you see on your screen. So, once you hit the spin button and your bet gets registered, the result of the game round should be reflected on your account balance even if the game freezes or anything similar happens.

Kind regards,

Satrio

Dear Simeon,

Thank you for submitting your screenshot to us. I am afraid that we could not do much regarding this issue as when we contact the game provider, they will send the same game results as you can see in your gaming history. Anyhow, thankfully it wasn't a high amount and I would recommend you to record your gameplay in the future, so you would have clear evidence in case of any issues. The provider would tell you that no matter what you see on your screen, the correct result is always recorded on the provider's servers. Hope this helps.

Best regards,
Satrio

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.