slot froze on retrigger screen and support says round already settled

Was running a bonus on a new slot last night, hit a retrigger, and just as it was loading the extra spins, the game froze. Waited it out a while, refreshed, and when I got back in it says bonus is complete, but my balance doesn’t look like I ever got the retrigger payout. Talked to support and they’re basically saying the round finished on their end and nothing else is owed. No screenshot since it froze mid-spin and I wasn’t fast enough.

I’m usually patient with these things and don’t jump at support right away, but something seems off. Never had this with the big name slots before, only these newer studios. Anyone dealt with something similar? Do you press the casino again or just chalk it up as a loss and move on? Not looking to start drama but wondering if there’s anything else I can try to get it looked at.