I'm not sure what you expect him to do?
He's probably not lying here.
A company as large as Stake obviously will have security considerations and VIP hosts will probably have different access privileges to the site content compared to the rest of the support team. It's a bit unreasonable to expect someone who is not specialised in this field to be able to assist you.
A VIP Host should have powers to pull a players value into the equation. In any major vegas strip casino this would be settled on the spot with one call to a real host.
That would be in questionable spots. In this particular situation host to should contact casino manager for complete review of why player hasn't be compensated for a site fault.