getting missing hand history files from ongame

[yourface]

is there a way to get missing hand histories? I played a session yesterday that didn't record itself to the sql databse or show up in their statistics browser. I've sent a couple emails to my skin's (eurobet) support, but they claim that they "are not able to provide [me] with the hand histories requested". this seems silly as all the hands are obviously recorded somewhere (one indication of this is that they check you out for collusion when you request a cash out).

thanks,
Nick