Resolved complaint
The bonus round finished and the wallet forgot it
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Coolzino froze right at the end of The Dog House. Screen said €537.60 then kicked me out. When I got back I only had the €18.40 from before the feature. Support refunded my €2 stake and called it fixed. That's not what I asked them.
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This case is resolved. Public replies are closed.
I know a screenshot isn't the whole game log. I did save the round number though: CZ-DH-69422.
That reference helps. Please send the original screen recording privately. Coolzino, was the round completed by the provider, and what amount did it settle for? The €2 stake correction needs to be kept separate from any completed win.
The provider confirms the round completed with a EUR 537.60 return. Our wallet missed the completion callback. We have credited EUR 537.60 and reversed the temporary EUR 2 stake refund so the round is accounted for once. The original round stake remains EUR 2.
Wallet now €556, yes. 18.40 + 537.60. I get why the extra 2 isn't staying as well.
Requested €537.60 out. I'm leaving the old 18.40 in the account for now.
The wallet correction matches the provider result. We'll leave the complaint open while you check the withdrawal.
537.60 arrived in my bank this afternoon. All sorted. Thanks for not just telling me to clear cookies again.
Closed as resolved. The completed round was credited once and you confirmed receipt of the €537.60 withdrawal.