The fact that they are providing the hash of SHA512 for you to verify each of your game is their way to prove that they are providing a probably fair game. This hash is your instrument to check whether the results are completely random based from the very first seed they've provided. Thus, different seed from the Hash is enough for you to contact customer support.

If they verify your claim, you could possibly have a refund since it might be a technical issue from their system. Though, these technical issues are crucial to have big impact to the reputation of the online gambling casino.