Unfortunately, I couldn't check the match details from the betsapi.com link the support agent has provided. It asks me to sign in then it redirects me to the home page!
Obviously, there is something wrong as a handball match can't last that long. The support agent should have known this and double checked with the team to figure out what's going wrong instead of rushing to close the chat without providing any logical explanation.

In the other hand, you said "you would have won", so why did you cash out? You could have waited and you would either win or get your money back in full if the bet gets voided.