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That's just a standard response, they have NOT investigated this issue, they have dismissed it as a fault with the player's PC.
If the stake has been taken, yet the spin not played, there is clearly something SERIOUS going on, as I would not think anything on the player's PC would cause a bug like this (stake taken - so spin most definitely paid for and played out on server). The fact this always seems to happen to a big win looks like "blocking" software, ie CHEATING, where the win has been randomly generated, but blocked by a payout stabiliser because the game has not taken in enough to make the payment - this causes the game to close because the block has not been coded properly - players are not supposed to notice it!!!
Party casino are welcome to come up with a better explanation of this if they want to bother to investigate the bug rather than give the brush-off response of "cookies, temporary files, etc....." to complaining players.
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