This is quite complicated, the staff has a record of you losing the bet but you have a screenshot of not getting a card and lose the bet.  I believe this is a technical glitch but it is a question if whether Rollbit will accept your proof and give their time to investigate your case. From the answer of the chat support, they have the record of the bet losing so  I believe they will consider the case closed and you lose that bet.

For additional document support, just like what @ryzaadit stated, why not share the bet history of those glitched bets?