days ago almost week i didnt get any feedback for lost my money on 3rd party. send the proof then I got nothing.
this case same with a old case :
my balance gone on 3 provider, please check. I already sent you an email
You have to contact support to get what is wrong with the account and the condition of your bet history and balance, if you have an ongoing game your balance may not be available or inaccurate, from the screenshot share you still have an active bet which may be the reason for the problem.
Support should be able to give the right information.