CLOSED: Wager Limit Results in No Win Spin!

Okay, so I've recently experienced something I haven't experienced before and wondered had anyone else faced the same issue.

On Weds 9th Feb I was playing Temple Stacks Splitz over on Video Slots casino. Anyone who has played the game will know when those stacked mystery pillars appear, they all open to reveal the same symbol. 

I was spinning away when all five reels stopped on mystery stacked pillars - this would have - notice how I used the words "would have", resulted in all five reels displaying the same symbol for a guaranteed win. Now, those mystery stacks also have a split feature too, so lord knows how many identical symbols would have fallen. That's 5x3 of identical symbols.

As soon as the stacks landed, before they even had chance to open a pop-up appeared on my screen telling me my "wager limit had been reached" (didn't know I had one!). Within what I can only describe as flash of lightning speed, the website reloaded! 

I went back to the game only to find there was nothing there. No win was awarded yet that spin before everything reloaded was a guaranteed win!

I contacted support who requested my IP address and screenshots, but how the hell was I suppose to give screenshots when everything happened within a blink of an eye! They told me all details had been passed to the game provider (Yggdrasil) and the gaming techies at Video Slots and I would hear back in due course.

It's been 6-days now. I'm guess it'll be bad news if they do even get back to me.

Hi kayleigh39,

Thanks for sharing your experience with us. Please private message me your casino username so we can ask the rep to look into it. It usually takes longer for the software provider to check the gameplay. Let's see what the rep says. 

Very Sad indeed

With the Split would have been massive, even if it was a low paying or royal symbol.

The question now - Did you have a wager limit? If so, then it means that bet is invalid if I am not mistaken.

I didn't know my account had a wager-limit, I mean I didn't personally set one but here's the thing, the bet was valid enough for the stake amount to be deducted from my balance but it wasn't valid enough to credit the win. 

Really strange.

Hi kayleigh39,

The casino rep forwarded your comment to the relevant department the day you posted here. We haven't received any updated yet. We sent another reminder. Have you heard from them in the meantime?