'game malfunction' — support says my win didn't count

Hit a nice win, the game froze mid-celebration, and support now says the round was voided due to a malfunction. Balance shows nothing. What are my actual options here, or do I just eat this?

Ask them, in writing, for the round ID and the game provider's incident reference. If it's a genuine malfunction, that log exists. If it's fog, those specific questions make fog expensive to maintain.

Did exactly that and suddenly it's been 'escalated to a specialist team.' Will update when I hear more.

Rooting for you. Keep every message in writing from here on — screenshots of chat, emails, all of it.