Hours of play (and wins) lost??

Is it possible that an online casino slot game loses connection to the casino but the game seems to continue normally? Or else how can this situation happen?

I was playing on a site for a couple of hours and, after some ups and downs, won a nice sum. When I went to withdraw the money (by clicking the casino homepage on the browser) I had to login to the casino site again, as if it had lost the connection. After logging in, the account balance was much smaller than in the game and when looking at the account history, hours of play were missing. The last game I had played for hours, including the big win, were nowhere to be seen.

The casino support did not really help, they could not see the recent activity either. They just said that it is not possible as the game stops when it loses connection.

Hi what casino are you talking about please ? I have read the situation you are in and I certainly wouldn't want to be in it myself if I am honest. Do you have any screenshots or evidence of what your balance was before you had to log in ? It's also strange that you can't see the whole gaming history. 

However, I would recommend you to file a complaint and though I'm not sure how far you would get if you have nothing to confirm your situation.

Let me know.

Thank you for your answer. I have been trying to find experiences on this or similar occurrences, but did not find much. At least the casino (igni) now claims to investigate it. Unfortunately I did not make screenshots, so it does not look too good for me. Still, I would think that the game provider has some kind of logs of all activity, even if it did not show in the casino side.

It's a pity you don't have any screenshots because they would be really useful. However, it is about Ignition casino or some other casino because I didn't find casino Igni in our database. 

As for casino investigating this problem, I think it's good that they will at least try to do that. Feel free to let us know how it's going and if you've been told any new information. I'll be waiting. 🙂