Dear Mr < name removed >,
Thank you for raising your concern and I sincerely apologize that you're unhappy with the information provided to you.
I've reviewed your account and the messages received/sent by yourself and my agents.
I can see we originally incorrectly informed you that you had won £16 instead of the correct amount which was £45.
This miscommunication was due to the broken game and us needing further information from our software supplier.
The correct winnings were subsequently credited to your account as was a small goodwill gesture when you originally raised your concern to us.
You did request a telephone call and our Supervisors attempted to contact you on a number of occasions.
We then sent you an email on 7 Oct 2013, at 23:37 hours informing you of the attempts and asking for a suitable time to call you back... You didn't respond with a convenient time and date.
I've reviewed the replies sent by my advisors very carefully and am happy that at no time did they imply you were not telling us the truth.
We did not have any other customers experiencing issues with the game in question "Chest of Plenty" which suggests it was an isolated incident.
To summarize, I am very sorry that the game error caused you distress and inconvenience, and that you were initially given incorrect information about your winnings amount.
However, I am satisfied that all due funds have now been credited to your account and my agents acted in a professional manner at all times.
The Gala Casino Team