BUG in game, amount won in bonus game not credited ( GAME: Book of ra delux buy bonus )

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On the 23rd of October, I have experienced an issue that has been then since reported to support under incident  7490751 but I feel the issue has not been checked seriously or professionally. 

While playing with BC Game tokens game Book of ra delux buy bonus, I won the bonus game. During the bonus game, game glitched and showed black screen, I reloaded the page and the game continued on normally at the same place it stopped.  Once the bonus game has been completed, the won amount was credited but deducted immediately. 

As you can see in the last win amount in the upper ribbon it shows the amount won but it does not show it in balance. I have tried to contact live support but they were not helpful at all to say it mildly... They did not want to open the incident, they were just asking for bet_id and would not even hear my explanation of the issue once they saw that bet_id did not show the won amount.   I tried to get different agents but ended with the same answers: the system shows the correct amount and I have not won. 

Since I felt I was going anywhere with the support I turned to my VIP host and explained the issue in detail, providing the same screenshot, bet_id, and game_id that I gave to support, after chatting for some time, giving the same info and the same explanations I did get an incident number 7490751 . We had a few more days going in a circle, host asking me for the same info over and over that I provided (bet_id, transactions screenshots, game_id). Then,  providing the same info over and over again where it got to the point I thought I was talking to either the bot, multiple persons or just getting delayed until I just stopped asking for resolution.

After a few more days, I was finally informed the same as at the begging that the system shows correctly....

Since I felt it was inadequately handled I have tried to reproduce the issue again and record it. Which I did manage to do, which you can see in the video ( https://www.youtube.com/watch?v=ta9yx9SWbos ) below: 

<iframe width="560" height="315" src="https://www.youtube.com/embed/ta9yx9SWbos?si=2WwY07yhWr8lsvmF" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" referrerpolicy="strict-origin-when-cross-origin" allowfullscreen></iframe>

Full of hope that I can finally get it sorted out I have provided again all the info plus a link to the video, steps to reproduce, etc. Just to get the response that the transaction shows I have lost and that amount was correct .......

I am posting here hoping someone with proper understanding can escalate this to dev team or game provided to confirm that it is indeed but and get some help to get refunded. Value in BC Game tokens is now almost 4,000 USDT worth and I think it is not fair that I can't get any progress or proper support.