Need help with resolving an incorrect outcome
Hello, I need help with correcting an outcome that was resolved incorrectly. Now before judging or ignoring, please actually read the situation below.
For the crypto market "XRP price at Aug 17, 2026 at 7pm EDT" I chose Yes (Up) for $0.99991 (see 1st image). The final outcome was $0.9999.
I was unsure regarding the number of decimal places that is used for consideration for resolution of this market. So before engaging in something I don't know, 2 weeks ago I asked about it just to make sure. And I was told by Kalshi/Kalshi AI customer service that up to 4 decimal places are used for contract pricing, settlement values, price fields, expiration value - everything is considered up to 4 decimal places (See 2nd image).
Fast forward to the XRP Aug 17, 2026 at 7pm EDT market, the situation came up. However, as you can see in the 1st image, it was resolved as No.
I contacted customer service for assistance with this, and in the 3rd image, his statements even agree with me. What he said and even the screenshot (4th image) he provided further confirmed that a) The market resolved as Up (Yes) and b) The market resolves based off 4 decimal places for the settlement value and the price to beat, just like I was told by the AI customer service representative. My response to that was met with a seemingly automated response with no resolution. I thought maybe he was busy, so I patiently waited for a day for a response back. However, the chat just ended abruptly.
I understand these markets are automated, but even computers can make mistakes. I have emailed them in the past but it just leads to AI responses (even when asking for human assistance), and it just gets ignored. Customer service representatives treat you like you're always wrong and never attempt to listen to or look at what the problem actually is. I'm always respectful to them and have never been belligerent, cursed anyone out, or anything of thatsort, so I don't understand why they will not fix the issue. I don't think I've done anything wrong. If it was a negligible amount of money I would probably just forget it and let it go. But this is $450+. Have any of you successfully been able to get an incorrect outcome rectified? What can I do to get this issue resolved? Please help!