JackpotCity complaint: Machine Malfunctioned and did not pay winnings

On November 11th 2022 I was playing on slot machines on JackpotCity NZ Online Casino on which I have played in and off over a few years with no issues. This particular night I had a significant win of $1,897.20 on a slot machine called Cash or Nothing. I was so happy as it was nearly my birthday so avgreat birthday present and I too a Screenshot of the actual win to show my best friend. As soon as I took photo I was going to withdraw the win so clicked out of game to go to bank but when I did that the win disappeared on my account and I only had the $10.00 left that I had before playing the machine and Winning. I instantly contacted chat support and told agent who asked me to send screenshot and said they would need to contact their gaming provider and would email me about it. From then on it’s been me doing all the contacting for 7 weeks and for the first few weeks the agents were sympathetic with my story and how long it was taking and wold say they were escalating it but that it was being investigated they can assure me.
Sooooo then I try emailing as well to player support but all emails return automated response that they are not monitored. So I left it for a couple of weeks to make sure I didn’t waste my time going over YET aGAIN with chat support what my problem was. WELL…..last night 30th December the first agent starts looking into it and asking me all the same questions again (very frustrating to say the least) and just as she messages that she had found my ‘ticket’ and was going over it we lost connection…..that has NEVER happened before in all my times in chat. Sooooo back on chat support waiting in line for agent to answer and of course it’s a different agent to previous soooo I have to go through info all again…BUT this agent tells me I did not play the slot machine ‘Cash or Nothing’ that night of my win but had played a different one called 500 talons or something.
And that they did NOT even have the game ‘cash or nothing’ on the Jackpotcity site and that I must have played a different Casino!! I could not believe he was saying that to me…..I said “I beg your pardon? I KNOW WHICH CASINO I PLAYED AT AND WHAT GAME IPLAYED AND I DIDNT IMAGINE IT…..and then he asked what my stakebet amount was when I won…..I said $2.00 to which he then said….the game we have does not have a bet that high….only goes up to 90c for ten lines. I said to,agent well I have a screenshot of the game and win and can you not see on my file!! I am just gobsmacked at this stage that he had flung all that nonsense at me about no such game etc,…so then he asked me to Email screenshot…..I said I already had twice to other agents but yes okay will send again…..well it would not go thru and I was now thinking dodgyyyy but finally he said he had received screenshot and was looking at it……boy was I relieved and started breathing again as finally I was in chat with someone who was actually looking at my problem right in front of them and still online and in live chat with me……then…….gone!! Clicked out…..lost connection hhhmmmmm!! So I got back into chat support hoping he may be looking for me to continue but NO it’s a differ Agent. Oh my word! So no I clicked out and sent an email asking him to contact me and sent to the address he had got my screenshot evidence in……but nope. Of course he did not reply. I am now at my wits end!!
I cannot go thru all this over again nor should I have too. For 7 weeks now I believed they were investigating a malfunction of the machine or something with their provider…..but apparently not!! It’s just appalling and I can’t believe it has happened to me being a longtime valued customer as well. Sorry for very long explanation I have written but thankyou for your help as I googled to see if there was someone I could get support from ☺️ I will upload photo of win but I also have shots of chats with different agents if needed.