Explorers line 2eu on landbase(soft glitch and didnt count the win, tech guy told me to gtfo)

[Terribadsize]

https://imgur.com/a/F0FaOD1

 

Hello, so this happened today on landbase, book of ra magic, full line explorers, and the win didnt count, tech person told me that the game doesnt count line winnings if the book is in line... Kind of want to have a peace of mind if it's true else I'm probbaly going to their offices tomorrow, scammed from 500euros or not? 

True or false?

 

Edit: was told to not share the photo anywhere but whatever, took the pic from their history when he opened the machine

[OvE]

wow that´s terrible bro, hope u get the money.

[musaed]

Woweh , congrats