You should contact casino support about this, also write to Push Gaming but they are rude and will not discuss their games and paytables directly to playser and forwarding you to the casino support, which most likely answer wit ha pre-written text about responible gambling and that you sometimes win and sometimes lose and maybe should take a break from playing.
If they lie about this game they probably lie about many other of their games.
A 3x3 or 4x4 should pay without connecting when it is more than 5 blocks. But at the same time a 3x3 or 4x4 would not be a very big difference in the the total bonus win, therefore I suspect its a malfuntion or a scam when Ive hit about 200-300 features of this and alwats 2x2 and no single pic or video on the whole internet showing 3x3vor 4x4., only a fake painted Giga jar symbol inside the game paytable.