Hi,
This is the latest response we received from our platform provider-
"I have never heard back from the player.
We do not have information about Result and Secret of the game round of this player. He calculated the hash incorrectly , that's why the results in the end do not match.
This is a one time case that happened as a result of the incorrect actions of the player."
Pretty ridiculous to imply you don't have logs of every wager made...I'm sure it's not true.
Here, I'll help you find it.

Go through the logs and look for the point where the players mltc balance was exactly 11038.32960 . If there a multiple instances of this, look for the one where dealer won with AsQh
You can't change the player seed after the hand and before you verify outcome. I don't see how it would be possible for the verification to fail if it wasn't a problem on your end.