Need experts' advice

Good day everyone. Need advice/info. Before I describe the situation I want to say I was playing at a Swedish online casino, it’s one of the best and there are no issues with deposits/withdrawals there. I was playing a slot, hit an 8-spin bonus, and on the 3rd spin hit the best possible combo x500 of the bet. Me and my friends didn’t even have time to f**king freak out when, three seconds later, the win (the amount was climbing) just disappeared along with the bonus itself. In other words the win didn’t even have time to drop into my account. I’m thinking it’s some setting so that on a jackpot it kind of cancels the game or what? People who know, explain.
I’m in touch with their “techs” – they’re trying to find this win, but can’t, which isn’t surprising since the game just cut off as if the bonus itself vanished.
If there are people who are familiar with slot settings, programmers and so on, can this be checked somehow? How should I advise them to search? They asked for the time, I gave them it to within +/-30 minutes but it’s quiet…

You need to write to the provider. There have been similar situations with other players. Let their representative make a request to the specific provider whose slot the game was in. Unless, of course, it’s their own game) Then there’s no guarantee they’ll find anything. Because why would they)))

Write the casino name so we can check what license they have and who verifies their fairness.

If your PC is powerful enough, it’s better to record all the games on video so you’ll have solid evidence of the bug.

And what was the final payout supposed to be?

Shh, the guys here wrote that you need to contact the provider. You need to contact the manufacturer of the games where the connect happened. No idea what kind of casino that is and whether they actually have slots from the manufacturer. Only the manufacturer has access to the slot settings. The provider doesn’t have its own network, and they simply resell internet connections to users. First look for the missing funds with the slot manufacturer, then tell us what’s what, and we’ll think about at which stage your win disappeared. I assume it was a connect, but you still need to investigate. It’s bad that you don’t have recordings or screenshots, but try – you have the right to ask the casino. Good luck and success in the game.