Were I shjcard, I'd request the game logs for tat session or at the very least look at my playcheck, just in case...
Playcheck would not help much. It would show the reel positions representing the award of the bonus round, and the associated game payouts. The game number will be held as an "open" bet on the server until the player actually plays out the bonus. Because the graphics don't show, the player cannot generate the "play me" code from the viper lobby that would cause the server to resolve the bonus. Another problem is seemingly preventing the viper lobby from loading the correct screen after fetching the "refreshed state" of the game from the server. It is a classic "catch 22" situation. Player cannot play because graphics cannot load and display, but to unstick the game the player has to click on the graphics and send the "play me" codes back to the server.
One last thing to try would be, if possible, install the casino onto a fresh PC and see if it can display the unresolved game. If this works, it shows that an uninstall is not complete for MG casinos, and that something corrupt has been left behind that immediately breaks the casino when it is supposedly freshly installed.
If there is no other PC to try, the next best thing is to both uninstall, and then delete that casino's registry keys, under "Microgaming" and "MGS" under "Software". This removes the stored user details, and lingering game data, such as favourites and settings (like autoplay and spins).
I have noticed that sometimes uninstalling an MG casinos leaves too many registry values behind, it should delete everything but the main key (which remembers your account number, and is to prevent you registering multiple accounts by accident), but I have seen the game specific keys left behind as well.
