Bonus Round Froze Mid-Game – Is Refunding Only the Bet Actually Fair?

[keiko]

Hi everyone,

I’d like to get some opinions on a situation I recently experienced during a bonus round.

Here’s what happened:

I triggered a bonus / free spin feature.

During the bonus, the game suddenly froze.

At the moment it froze, the screen was already showing around $120 in accumulated winnings.

The bonus was not finished yet — there were still 3–4 free spins remaining.

 

Since the game was stuck and couldn’t resume, I contacted customer support.

Their final resolution was that this was a “provider error,” and therefore only my original bet was refunded. The accumulated winnings shown during the bonus were not paid.

 

This is where I’m struggling to understand the logic.

 

From a technical standpoint, aren’t slot outcomes determined by the RNG at the moment each spin is executed? If so, the spins that already completed (and the winnings displayed) should already be recorded server-side.

 

Even if the bonus wasn’t fully completed, the system should theoretically know:

the results of spins already played

the total accumulated win up to the freeze

and potentially even the remaining outcomes if pre-determined

 

So refunding only the original bet effectively wipes out winnings that were already displayed and (presumably) generated.

 

I’m genuinely asking the community:

Is refunding only the base bet standard practice in cases like this?

Have others experienced similar freezes during bonus rounds?

In your experience, are accumulated winnings during a partially completed bonus normally honored?

Is this considered acceptable industry handling of provider-side errors?

 

I’m not here to attack anyone — I’m trying to understand whether this is a normal resolution or something that should be questioned more seriously.

Appreciate any insights, especially from players who’ve dealt with similar situations.

 

 

The betid of the game:

https://stake.com/casino/home?iid=house:452405595561&modal=bet&source=link_shared

 

Thanks.

Edited February 27 by keiko
add betid

[RuslR]

I think it happened to me long time ago (but kinda forgot whether it was at stake or somewhere else)  asked the support provide the screenshot. and support asked for betID. and since it was quite troublesome to find such betid i gave up and decide not to continue with the case. but according to screenshot that is definitly already winning more than 53x and  few more spins also which could pays more considering sticky multi. another 100x 1000x or even maxwin also possible too.

massive gaming as a provider should definitly look into this more seriously and find a fair solution for this issue. just refunding 1x bet to the player is really sad and unfair. if the game has bug or not yet ready to be publish for public play dont rush it. Stake must definitly have a closer look to this issue. other important information perhaps looks at the overall player performance like statistic and historical. when player having such disadvantage at least stake will compensate for player or something. not just 1x bet refund. 

to @keiko hopefully u get it back fairly what supposed to be yours. 

[Kehindesanni52]

Hmmm elaborate 

[forumista]

not fair