Play on after a internet failure at you side

[tombee]

I guess everyone once in a while has a problem that their internet temporarely disconnects. At least, I have. Recently I played at the Grand Virtual powered casino lux for the first time. It took me a while to get the bonus on their gemeshow slot, and when I finally got it my internet broke down for a minute.
When I logged back in, the bonus feature was nowhere to be found and I did not get any bonus. I e-mailed them with this concern and they stated that it is not their problem if my internet fails. Money gone.

Now I have never had any problems with internet failure in bonus rounds. At MG you get to play the free spins that you still had left. And with a lot of other software the same. For example if you play BJ your cards are held when you log back in.

So why is it so freakin' hard for this particular casino to remember the bonus I was due, or to add the chips I would have won with it to my account when I come back? I ended up losing all my money on the bonus with not much WR left so this bonus could have made a change. Can a casino just do this? It sounds like lack of interest towards your players to me. I also did not like their slots that much so they will not be seeing me back again!

[zap987]

You paid for the bet and should get the win, there are no excuses and it's up to their software to handle users disconnecting. Do Grand Virtual have play logs you can check and what does it say on that spin?

[winbig]

At the very least, the amount you bet on that spin should be returned.

They're always adamant about "Any malfunction" voiding the spin/hand/whatever, so this would definitely fall into that category. If the software can't handle a disconnect, then it's a malfunction, in my book.

This is no different than if the casino booted you out due to a problem on their end.

[tombee]

You paid for the bet and should get the win, there are no excuses and it's up to their software to handle users disconnecting. Do Grand Virtual have play logs you can check and what does it say on that spin?

No play logs as far as I can see. Could very well that my bet was returned, but that's not as much as the bonus should have been! (I believe it was 3-50 times bet bonus)