Technical error on betway not being fixed.

Date: 17 February 2024 Timestamp: 12:36 Betslip ID: *** Type of game: Live in play soccer

I placed a bet for the first half to end at under 1.5 at the 36th minute and at the 40th minute the game went dormant on the betting site. The betslip wasn't resulted for over an hour. When it came back they resulted it to a loss. When I check via Sofascore. The game was at over two goals by the 15th minute but at the time of betting through betway, it was at 0:0. 1. How was the bet allowed to go through? 2. If there was a technical error. Who is at fault?

17 February 2024, that afternoon I called the contact center, they said they will take the matter to the traders. On the 18th after receiving no feedback, I opened a conversation through live chats. They assured that they are in the wrong and they will escalate the matter. Still no feedback. I called 19th of February, still was idling as the matter was not taken any further. Why should I wait this long for an error to corrected?