N1 — player complaint #64084, 2020-02-18: game fairness

While playing the Legacy of Egypt video slot on January 31, 2020 when I was in the free spin bonus round with a €0.90 bet the game connection has been broken. During the time of the disconnection, the winnings from the bonus round were approximately €50.00 and there were still many free spins left. It was a very good round and the most profitable bet in this session so far. Right after the disconnection I restarted the game to continue the bonus round. To my horror, no pop-up was shown to me, which should have indicated that a not yet finished game round is restored. I tried to restart the game after clearing cookies/cache and logging out. Unfortunately these tries did not help. I also made two more last bets (€0.30) in this game in hope that my bonus round will be restored. But this failed as well. When I checked the PlayNGo game history, I noticed that there was no record of my last bet in the game. Therefore, I checked my bets/game history in the account overview of the N1 Casino, where the round was listed as not finished. I made a couple of screenshots of the respective overviews and then I informed the N1 Casino support about the problem via live chat. The live support told me that my request has been forwarded to the responsible department/management and I have to wait for their message via email. While waiting for a response from the relevant department, I noticed that in my N1 Casino account details of the unfinished game round were different. I have sent screenshots to the address provided by The Pogg. For the details of the win, €0.90 was entered and instead of - not finished - there is now the date - February 03. 2020 15:00 - After I noticed the changes in my account history, I requested a full statement of my bets on N1 Casino by email. The following details can be found in this file: ID: [EDIT] Title: LegacyofEgypt Currency: EUR Balance Before: 194.55 Balance After: 194.55 Bets sum: 0.90 Payoffs total: 0.90 Profit: 0.00 User: [EDIT] User email: marXXXXXXXXXXXX.de Created at: 2020-01-31 19:20:44.440 Finished at: 2020-02-03 14:00:24.144 On Sunday 09 February 2020 I received the following email from N1 Casino Support: Dear [EDIT], We've got response from the tech department. Informing you that provider has finalized the round and bet amount was returned to your balance. Best Regards, N1 Casino Support Team I have responded to this message as follows: ? What do you mean with finalized the round? Where is my win? Where is my money? N1 Casino responded with: Dear friend, Your winning was 0.90 cents from that bet and was added to your balance 2020-02-03 14:00 TZ UTC N1 Casino has already returned my bet on February 3rd. I have not been informed about this process! Seven days later I was informed that the provider has refunded the amount of my bet. Fact is that my account has been credited with €0.90 on February 03. Furthermore, no details/results of the game round were presented to me. In the game history of Play N Go, i.e. the course of the game itself, the bet is still not listed. From the N1 Support I only receive the information that my €0.90 bet has resulted in a €0.90 total win. This profit was credited to my account and they could not help me anymore. This case ensures more and more that I lose the desire to play. I had hoped that the - not finished - game round would be found on the servers of PnG without any problems to be able to restore the round successfully. Kind regards