1Win Wiped My $10,000 Balance After I Tried to Withdraw and Gave No Explanation

I deposited $2,000 on the 1Win site to see if I could hit it big with some games. So, after playing for a bit, I ended up with just $500 left in my balance. But with a bit of luck, I was able to bump it up to almost $10,000. I attempted to cash out my winnings, but the site totally crashed right as I was submitting the withdrawal request. When I logged back into my account, I was totally blown away to find that my balance was completely gone. I reached out to customer service, but they were unable to give me a straightforward explanation or any help. It honestly seems like my money just vanished, and I'm getting zero support or resolution from 1Win.