leovegas support says provider is checking my win but provider says its already settled.

Support is giving me the classic runaround on a roulette win. They told me it’s “under review by the provider” but when I went to the provider’s support chat found the actual company’s helpdesk email, they replied super quick that my game is already settled on their end, so now I’m stuck in the middle. Both sides basically pointing at each other and nothing’s happening.

The amount isn’t tiny, it’s a full table win so I’m obviously not letting this drop, but is this like normal when it comes to disputes? Anyone dealt with this limbo before, and if so, what finally made one side move?