The real question everyone should ask here is why in the world would anyone play a game 20,000 times after never winning once lol. I mean we all heard of and probably chased some losses but dang that's another level. I hope that person gets help and takes the $19k back as a gift. That's brutal from draft kings though I'd never play the slots there again.
This was not from a single person, the 20,000 spins was collectively from 522 players in Connecticut, if you read the link in the OP, you'd get it. Though one player that agreed to speak to the news platform played around 400 times, and according to the news he was gambling with a minimum of 10 cents. Each player got back all the money they spent playing the game, as there was never a chance of them winning. It is crazy, but i think i believe the platform that it was a bug, and i have given my reasons in my earlier post here.
Still, the mental effect of this is stressful to those who played the game. If they just paid back the exact amount the gamblers gambled then I think it's not fair.
Let's be real, we feel that frustration when we are on a losing streak and I bet most slot players do experience this a lot. What more when you weren't able to win straight until everything is gone? I mean for a thousand rolls there must be something that should come out because the RTP does exist in every slot game and I bet the player is expecting something in return which is why he will keep on betting.
I think they paid really low for this. They must have some kind of bonuses for those guys or free bets just like what other reputable online casinos does whenever such a problem occurs. I remember Sportsbet.io gave something in return to the players when something wrong happened on their website months ago. That's good business.