Software glitch with DC Jackpot taking forever to be resolved

On the 4th of April 2018 i was playing through a small deposit of £70. Normal stakes of £1 on most games. About £30 in i went onto the game Superman spun several times and hit the free spins @ 0.80p stake. Kept playing and then the screen turned dark Blue and a box popped up. It was the DC bonus Jackpot game but it was glitched. It buffered for about 20 seconds and then crashed. I immeditaley checked my connection and loaded the game up again expecting it to carry on with the unfinished game but it was back to normal spins. I thiught if i spun once it would automatically go back onto the unfinished spin...but it didnt.
I reported it straight away to Gala Tech team on Live chat who said they found the spin in question and confirmed it was a glitched spin and i5 looked like i had entered the DC Bonus game. (Been playing for over 4 years on varied sites and never hit it before). They said they would send of the data to the Tech team. A while passed and no response so i emailed them for an update. They said it can take up to 28days for a solution to be posted.

Now after 43 days from the initial complaint they have still not got back to me and refusing to give me an update. I sent an email to them on the 11th May 2018 (8days ago) saying how disgusted i am of their treatment to supposidly a simple glitch that could be fixed. I recieved an email back (attached) saying they hadnt heard anything and will contact me as ASAP with a solution. Another 8 days!!!!. I have read the terms and conditions and also spoke to various collegues and they said any issues raised must be delt with accordingly and within the 28day time period. Are Gala just messing me avout because they know i have hit the Jackpot game and are refusing to acknowledge it and pay. Has this ever happened and how do i get this resolved