Large win resulted in error

I have been playing on Yaycasino.com and have been fully verified and had a successful withdraw in the past. I ended up doing a risky $500 bonus buy on Sweet Bonanza 1000 and hit big (base bet if $1 and max win is 25000 per pragmatic.

It has a 18k win but then I immediately got the error I contacted their support and provided screenshots. I also recorded the win. However, their website doesn’t have the history in the game that some other sweep sites have where it lets you see your previous games and replay them. The website result for this timestamp game shows I paid $500 and the result was $0.

I am very nervous they will say there’s a malfunction and pay zero. Any input is helpful!