Hi
We have a reply from the Provider
They checked all the rounds provided and didn't find anything near the 2000 CAD. None of the rounds provided show line 1 as indicated by you. The only round that got the same symbols on one of the spins was..
They said ‘’But still this doesn't make the player a winner of 2K CAD, as the symbols are scatted on all 3 lines.
View attachment 121267
We checked the paytable, adjusted the bet of 5 CAD as the player did and with that amount, we can verify that he had to achieve 5 Pharaoh (on same line - line 1) in order to win 2000 CAD.
As per player's description, "
where he played 1 line with a $5 bet during freespins (pharaohs) and he had a pharaoh, a book, a pharaoh, and another book on line 1", this player couldn't win that amount of money as she/he didn't achieve the necessary symbols on same line (line 1).
Please check the screenshots below’’
View attachment 121268