I had the same problem with extra chilli buy on BetVictor twice and they took ages to sort it out and then eventually came back to with them saying big time gaming had calculated the end win after the first one was 5spins in on 16spins. I already had multiplier up to 6x and win was around £4/£5 only 20p stake but they’ve ended up saying the end game paid £12.61. So in that predetermined what you win if they can calculate it bit wrong to be honest