I was on my online account on casino heros and was playing a game called blaze of ra, I was doing £1 spins and the feature landed in on the reels but did not activate which I then took a screen shot of on my mobile phone because I knew it should have, I then checked the rules of the game to see if I was wrong but I wasn’t it states if 3 or more scarabs land anywhere it triggers the feature. I contacted the casino via live chat and spoke to a lady called tiia which was very helpful and lovely towards me and I sent her over the screen shot to then she said she would get it investigated and I would hear back from them the next day. I received an email from the casino team stating they have checked the back office with the rounds I played and it matches up to theirs but with only 2 scarabs landing in place and there was nothing more they could do. I’m confused how theirs only shows 2 scarabs landing in but mine show 3 but the time and day matches up to it,I would like to know what I can do about this as I feel I’ve been cheated by the game as I have photo proof of the scarabs landing in (3) but not being activated, I’m bring this to you as I do not know what to do from here as I know if it had triggered I could have won a fair bit of money I then could have withdrawn. I have attached the photo of the screen shot and also the rules to this complaint and very much appreciate it if you could help me with this matter.
