bonus wheel prize gone

Just had the weirdest thing happen with one of those bonus wheels. Landed the highest prize it showed on the wheel, saw the confetti and the number, but when I went to check my account balance it was like nothing happened. I didn’t click off too quick or anything and made sure it showed as “completed” before leaving the page. Even grabbed a screenshot for my records.

Usually I don’t trust these flashy things, but this one seemed pretty legit until now. Contacted support, got a generic “we’re investigating” and nothing else yet. Starting to feel like it might be more hassle than it’s worth to chase this, but not really sure. Anyone here actually get a bonus wheel prize paid out, or is it always a “glitch” when someone hits big?