I was going to say something like this last night but I feared being rounded upon or accused of bullying or being transphobic or some other shite.
It's a perfectly reasonable point that the OP has made and it's down to the way the game history is being reported that has lead to the query of that win amount. The original spin most likely had that number of ways on each reel before any reel modifiers, and then single wilds were overlaid on the last 5 reels and the history interface doesn't have the capacity to show them properly, so it just blams wilds in each position, leading to the current confusion. A lot of seasoned players would get confused by this, never mind brand new ones. A win like that always looks more valuable than it really is because of player expectations, so the very least BP can do is show the win properly in game history.
Everything the OP has said makes perfect sense to me. He explained the circumstances of the screenshot in the first post he made, and is consistent with his replies.
Genie Jackpots Megaways IS a buggy and glitchy game; I've had rounds payout the wrong amount before, but didn't see the worth in chasing it up - I was playing with the last few pence of bonus money, and was never going to beat the wagering.
I'd be asking the casino to escalate to the developer - or even email the developer yourself to ask them what they think it should have paid.
To be clear - I don't think the OP is lying. And I don't think the casino is lying; they supplied the screenshot, and Blueprint provided the win amount. Blueprint have given the wrong payout amount, but the casino hasn't looked into that. They've checked their logs, seen Blueprint gave a win of x amount, and confirmed that.