Who takes a screenshot of a win?

Deposited £20 and won on the hula hoop game, and I kept playing for a time but my winnings never showed up in my account. Then I contacted customer support and they asked if I took a screenshot??? My problem hasn't been resolved yet, they told me they'll take care of it, they probably can see that I won from the history or I don't' know. I'll get the money in the end. I believe that.