Win of over 20k reduced down to 10k despite being with game limits

[Wilsey]

Hi, I'm a regular online player. 

I recently won in excess of 20k (23k) off a £2 stake through a free spins game. I have checked the game rules and it says up to 10, 000 x bet can be won.

However after the feature my account was credited with £10,002.00.

Does any one know why this would have happened? Or do I have legitimate grounds to go back to them and complain/ask for the rest of my money? 

I decided to post in here first as I'm still waiting for my withdrawal requests to go through before I raise the issue or continue playing until I know my withdrawals are being processed. 

Any help would be appreciated, note that I had no bonuses or wagering requirements in play. 

Thank you for reading. 

Will

 

 

 

[Blackjax]

Were you using extra bet? What was the slot name? Do you have bet history or screenshot of the win?