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Thunderkick game crash


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it’s been over a week now since I was playing one of the beat the beast slots at videoslots, the game crash about two spins into the bonus and the game would not load back up. Videoslots taken a case against thunderkick gaming but I still haven’t heard anything back. Nor have my winning from the bonus round. 
does anybody know the timeframe for a gaming provider to pay out for any errors or mistakes it caused to my game?

cheers all

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