Bet Betway

I made a soccer bet on Betway that didnt go as plan so I decided to use their cash out option to make so money back the game was around the last 10 minutes I pressed the cash out option and it said cash out not guaranteed and tried a few times same message...so eventually I accepted im not going to get this cash out..at the last minute the team scored and I won the bet...came pay out time all of a sudden Betway gave me the cash out amount which rejected and said not guaranteed...so thinking I won the full amount they gave me the cash out I spoke to one of their inquiry service consultants Romeo and he said nothing can be done about that and also that I wanted the cash out option principal is I won the full amount and not the cash out but it was Betways problem not mine he also ask for a screenshot now at the moment who will think about a screen shot please resolve this issue properly and refund me the correct amount I'm due.