Live in play times of game not correct leading to bet lost

I have placed 2 bets for a score prediction not to exceed a certain amount of point for the first half England vs Wales on Saterday. 40 minutes completed for the first half score was England 20 vs Wales 6 which my bet was valid. But coming to my surprise the winnings was not settled and when I went back to the betting screen approximately 3 minutes later the game was still in play. I then taken it up with the support team and a consultant with the name Nicole handled my query. She then responded on the 08 March 2020 at 16H56 pm saying the bet is valid and would be settled. After no settlement was received I called in today and spoke to Nthando from Sunbet. He response was totally different as what Nicole's was. Live betting time should be monitored very carefully with Sunbets platform. Still waiting my settlement of winnings as per Nicole's response from Sunbet.