Refused to credit the money I won from aviator

Last night I was playing Aviator on betway, and one particular winning was not credited to my account. I continued playing as I thought they will credit it as a later stage. 45 minutes later it was still not credited and I decided to chat with them to report the matter. The person who was supposed to assist me required screen shots of which I provided and the amount that wasn't credited and I did tell him. I had 3 similar payouts and I said to him to check between the 3 which one didn't come thru and he said he couldn't assist me further. I am a customer who spends money on betway everyday but today they tell me that they can not assist me? So does it mean my money is gone just like that?