Casino withholding cash out €500

I am submitting this complaint regarding an incomplete bonus round resolution while playing Sun of Egypt 5 by 3 Oaks at Goldex Casino.
On the date of play, I triggered the bonus feature. During the bonus round, a POWER symbol remained active on the grid but never revealed its value. Despite this unresolved symbol still being visible, the bonus round ended without completing the resolution of all active symbols.
The POWER symbol is part of the bonus mechanics and should either reveal a value or otherwise resolve before the feature concludes. In this case, the game ended while the POWER symbol remained unturned, making the final outcome incomplete and unverifiable.
I am not claiming that a jackpot was guaranteed. However, the game interface clearly showed multiple active jackpot tiers during the feature, including higher tiers. Because the bonus round ended without fully resolving all active elements, it is impossible for me to confirm that the final result was calculated correctly.
I have video evidence that I can submit via email clearly showing:
the unresolved POWER symbol
the bonus round ending while the symbol remains active
no subsequent resolution or compensation
I contacted Goldex Casino and 3 Oaks directly regarding this issue, but received no response from either party. As a result, I am escalating this matter here for independent review.
The claimed amount of $5,000 CAD reflects the highest directly awardable visible jackpot tier present during the bonus feature. This amount is submitted to anchor the investigation and does not represent a claim of guaranteed winnings, only that the bonus round concluded in an incomplete state.
I respectfully request that the game round be properly reviewed and that the bonus outcome be verified or corrected accordingly.
Thank you for your assistance.