First of all check if under the “MY BETS” tab you can see the result of the game. It could be that the issue was only on the front-end while the back-end correctly processed your game. You should see the result in this tab and by clicking on the link you can verify the results on the blockchain. If the results are visible on the blockchain you will not be a refund as the game has been finished correctly and provably fair. The blockchain is where the games are taking place and is the 1 source of truth.
If you see no result in the “MY BETS” tab it can be that it needs some more time to sync up with the blockchain. If you see that the result is a win (on the blockchain), but did not receive the payout please contact our support through our LiveChat on our website at the bottom left.