Even if the casino claims it's a bug and refunds the gamblers' bets, there's still some damage done. That's why it's justifiable for the regulator to fine them.
Yes, there's damage done, complete waste of the customers' time, one they could have used to play in a different platform or another game in the same platform, at least with a chance of winning something. The $19,000 fine and the $3,500 for White Hat is fair and it should stand as a deterrent to other platforms, to make sure they check their systems regularly for bugs, especially one of this kind that can hurt their reputation in the industry and make them lose customers.
Complete waste of time for part of the costumer experienced that also imagine the stress he get for that situation occur to him. Imagine for 20k spin he didn't get a single win and that is totally complete fuck up on his side.
But I'm so amaze the level of patience what that gambler have since if this situation happen to other gambler for sure when they encounter 10 to 20 time losing streak they immediately quit.
Still its good experience since he notice something bad happening and this has been reported to the authorities then the owner fined also everything has been corrected on the casino side.