Hi there, I am the guy who runs CasinoListings.com and wrote the jackpot tracker you referenced there. I have been specifically looking into Betsoft jackpots over the past 9 months or so due to a complaint that a member of our forum posted about some of them being unwinnable. I have found some very interesting and disturbing stuff including a number of "bugs" and discrepancies with their games and jackpots that lead me to believe that, at a minimum, their software QA is awful. I have focused mainly on the game Good Girl Bad Girl because it appears to be the most popular and widely played Betsoft game. Specifically:

• Jackpots on the exact same game, Good Girl Bad Girl, and the same coin size can be won with monotonous regularity (several times a week) for a couple hundred dollars at Slots.lv (sister site of Bovada), but have never been won and are worth 6 figures at Bovada, where the volume of play is higher.
• Several jackpots that are regularly won for small amounts "spiked" during February-March this year and rose to several thousands at Bovada, only to all be won in a short space of time and resume their normal pattern. If it happened on one jackpot you could chalk it up to luck, but it happened on several independent jackpots at exactly the same time. This indicates that something changed in the game's RNG, code, or reel structure, and it was later changed back.
• The jackpot contribution for Good Girl Bad Girl is being calculated incorrectly. The game allows you to play in Good Mode, Bad Mode, or both. If you play one or the other, 1% of your total bet goes to the jackpot. But if you play both, your total bet is doubled but so is the jackpot contribution so that 2% goes to the pot instead of 1%.
• There are similar concerns about several other Betsoft games, across many other casinos (i.e. its pretty apparent that the casinos are not to blame)

My post here has data and graphs that illustrate these problems clearly.

Betsoft games have separate jackpot pools depending on the coin size wagered. So if the OP was playing a 50c coin size and bet max, they should win the jackpot pool that is specific and separate to 50c wagers. i.e. the amount shown at the top of the game. If you go into the game and change the coin size you will see the jackpot amount change. It is not the case that they need to be betting maximum credits and the maximum coin size to qualify for the jackpot.

This is probably not a bonus-related issue where the casino caps the amount you may win after a bonus is claimed. In those situations, the games are usually not aware of the bonus and they pay out normally. When the player withdraws they are paid the maximum allowed under the terms then the remaining balance is zeroed. You should never claim deposit bonuses with win caps, they are sucker offers. What I would like to know is for the OP to clarify whether they played with money they deposited, or whether they were playing with a "free chip" or "no deposit bonus".

So if the OP's screenshot is real and this did occur while he was betting the maximum number of credits (125) and he was playing with real money that he deposited, I believe he should be paid the jackpot in full. There is nothing on the paytable or game rules about the jackpot not being paid in free spins mode. That is bullshit of the highest order. As to why the game did not pay it, we can only speculate. It could be another Betsoft "bug" or it could be deliberate. Or this could all be a photoshopped scam (sorry OP, I've seen them before).

The reaction of the casino disappoints me because they should be looking after their customer. It will cost them nothing if this jackpot is paid out as it is pooled money paid for by players. In fact it would be great publicity for them if one of their payers won it. I am genuinely baffled by their unprofessional responses, they don't seem to be the sharpest tools in the shed.

One thing I know for sure is that Betsoft are a shady company. Someone already posted information about their licensing disqualification in Alderney. The support rep claiming that Betsoft is found at all the top online casinos is full of it. Most of the top tier internet casinos do not offer their games. They seem to have concentrated recently on marketing their games to crappy affiliate-run casinos (i.e. cheap, underfunded) and non-regulated bitcoin only casinos that have a high risk of disappearing overnight. After seeing the numbers from our jackpot tracker and now this post I have absolutely no confidence that they are running fair jackpots, either by design or by accident or sloppy programming.