Hi I need help and I'm hoping there is someone who might be familiar with my experience. I was playing gonzos quest at casillion.com and the game was going like usual, ups and downs. I hit the bonus round and win 316 euro on a 1euro bet. I've won less and more than this in the past but as soon as the spins were over and was loading to the regular playing rounds, I received a technical error message and return to Lobby message. I've gotten this message in the past and whenever I do this then refresh the game, I automatically continue from where I've left off. This time was different and all my winnings were gone. It didn't show I had just fjnished a bonus round. I contacted the casino support and they said they will be in touch with netent. I receive an email that day saying netent has voided all my winnings due to an error and the decision is final !
This happened 10/8/2016 and since then I have been in contact with netent HQ in Stockholm and they told me to get in touch with the casino and request a transcript of why there was a glitch and netent decision to confiscate my winnings, apparently they don't take on player complaints only their providers... but I was told from Casillion that they cannot provide that information , please help me get my winnings AG. I have attached the emails exchanged as well as a screen shot of my game history showing the win, but never receiving it on my account balance