winning no payout

i used 5 auto play for betting in mega wheel, in my screen there is a error that the bet is not on time, i contact the dealer in that game and also i chat the live support but no respond, i chat the costumer support and send them a screen shot of that game and betting history, as a result they find no bet happen and no winning missing, but one of agent send me a copy of screenshot and 100% the winning is missing its clearly showed my bet is attached in their end,