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Curacao Egaming - with which we are licensed - will act as an arbiter here and we are bound by any ruling they make. We encourage the player to reach out to them directly to present his case.
We intend to fully respect the decision that is reached by Curaçao Egaming, and we hope the community will too.
How about they reach to us, here? Or how about you explain what actually makes this case complicated other than going around the issue?
Someone else will handle it -> more delay + it doesn't spare you from any responsibility.
This can sometimes take time, and we thank you for your patience and understanding.
Your reputation can sometimes take permanent damage. Apparently that is the direction that you're going for.