Yeah I am looking up to taking a step of communicating with the customer because if caution is not taken this may be approached to a point where i or any other player (s) might be dubious by the company with this very trick.

Yeah I will call it a trick if I was to win and this tends to happen and you know... In a case of legal justice to such disputes, i will be doomed when I am not able to provide proof about my claims of the game in the case that I can not provide the bets code or history since it was an online gambling.
But for now, let us call it a bug with the likely that I did not win the bet when this was occured.