Lanista Casino - Las ganancias del jugador se retrasan debido a un problema con la actividad de la cuenta.

Hello, good afternoon! My name is Iñaki, and my problem is the following. I was playing the Finn Golden Tavern slot from NetEnt, and I won €197 on one spin. Suddenly, I was disconnected, and that spin wasn't added to my balance. The spin does appear in the slot's history, but when I claimed it, they told me I had to send them the bet ID. I checked my casino history, and mysteriously, my activity stopped three hours before that spin. What can I do now? Thanks in advance.

Hola buenas tardes! Mi nombre es Iñaki y mi problema es el siguiente. Estaba jugando en la slot Finn golden tabern del proveedor Netent y en una tirada gané 197€, de repente me desconectó y esa tirada no me la sumó al saldo. En el historial de la slot si aparece esa tirada, pero cuando la reclamé,me dicen que debo mandarles la bet id de mi apuesta. Me meto en el historial de mi casino y misteriosamente mi actividad cesa 3 horas antes de esa tirada. Qué puedo hacer ahora? Gracias de antemano

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Dear Stylo79,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please note that games in online casinos are programmed to continue running even if the connection between your device and the game provider’s server is interrupted. In such cases, the result displayed on your screen might differ from the one registered on the server. However, if two different outcomes exist, the valid result is always the one recorded on the casino’s server.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with one specific game?
• Do you have any video recordings or screenshots of the incident?

Thank you very much in advance for your reply.

Best regards,

Petra