- Our software has a full log of all game play with details of symbols or cards etc.
You told us previously you didn't have any record of the client's games:
We are looking into resolving this issue as quickly as possible. Current investigations shows no records of this game play.
- If the our servers do not register a game play the client will throughout an error
That sentence like totally parse error.
As heart_mons stated this issue was resolved to the players full satisfaction.
Can you clear up for us what happened? How was a customer able to think he had won thousands of dollars whereas you couldn't find any record of his play?