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Please help BTG Lil Devil issue

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Hello,

My friend had an issue with "Casino Gods" - an online casino . He played the Lil Devil slot and accumulated 39 hearts on both 1£ stake and 80£ stake. The next day he was planning to play to get the heart stopper bonuses on both stakes but he was amazed to discover all the hearts were gone in both stakes. simply disappeared! He contacted support 3 months ago and they keep saying they tried to get assistance from the game provider - I assume Big Time Gaming, but so far they didnt get any reply! 

This seems very strange. But can anyone here help with connections to BGT ? or anyone had a similar issue which was resolved?

 

I appreciate your help..

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