I hope they will respond ASAP and not drag and delay this again.
they have many cases of scam accusation, I wonder what are the chances these cases end well. in my opinion, this case should not have taken so many days to be solved... You have delivered a lot of documents, you have deposited a large amount of bitcoin and you have not cheated. so this case should not have taken so many days to be solved. If it were a real-life casino I do not think would have that problem. This is the problem of the crypto world: there is always some excuse for the casino not to pay, there is always somebody to cheats and to win and cause losses to casino
Can you provide an evidence that when exactly were you being contacted by users claiming that specific account to be theirs?
I also found it very strange this story