Controlled losses

Hollywood online slots are most definitely controlled. I will speak about one experience in specific where I was playing on Pirates Gold Deluxe. Where u have to get 8 gold coins to get a retrigger feature. Now the coin value is completely useless so they are not very difficult to get. I played this on turbo and noticed that whenever there was a "biggish" coin value the spins will take a little longer to stop, as it will allow the bag to past the screen and the stop. It went on like this forever until it looked like I was about to hit a big win. The reels were supposed to stop at this point leaving me with 2 X R4000 rand coins values to. Enter into my retrigger feature. But Instead of The reels stopping, the game froze and took away my available balance. There was nothing else for me to do but to exit the game. How does one explain this? Linda the consultant said to me it has been escalated to support and they would come back to me. But obviously no1 did and when they do they going to tell me my network took a dip or I need to clear my cache. Those are their usual cover up stories. This has happen