Hello.

If I'm not mistaken, this error occurred during the bonus round or a free spin session, right? Which technically lowered your chances for additional winnings, since you did not make it even to half of those spins. 🤔

Yeah, this is nasty. Frankly, some games do not hold the session and are "restored" to the default shortly. Still, I perfectly understand why you feel cheated. It would be, however, best if you captured the incriminating screenshot. Especially when the casino support seems to be sure there was no issue at all. 🙁

What do you think - did they reach out to the game provider to check your session?

Hi, unfortunately how many bonuses you get in the game is random. Sometimes you can get multiple bonuses and other times you may not get any at all. From the gaming experience I've read, it's not unusual for me, although I know it's often unpleasant for the player. 

But if I understand correctly do you go to a land based casino ? I've never been once there.