On March 7th 2019 I received freespins in the slot Temple Cash Frogs 'n Flies and won 18,90 EUR but the win was not added to my bonus balance.
I talked to the support via chat and they promised me to escalate the issue to the relevant department and to inform me once the issue is fixed.
Days later I received an email in which they offered me 20 freespins in Book of Dead as a compensation since no player has received the winnings from Temple Cash Frogs 'n Flies due to a problem on the provider's side, as they said.
I wrote an email to the support and rejected this compensation because I didn't want to trade a few cent in Book of Dead for 18,90 EUR I had won previously. So the support promised me once again to notify me via email once the problem is solved.
Several conversations with the support lead to the same old promises over and over again, and almost every time the support agents wanted to "file tickets" and "escalate the issue to the revelant department", just as if nobody had done that before.
Obviously, nobody is really working on it.
It has been 13 days now and my win is still stuck in the slot, whenever I open it.
I would like to receive my win now.