We did not refuse any winnings. We only wrote that a user placed 300 bets, and that we had to verify these bets.
That's great to hear. I hope the situation will be resolved soon.
I believe it's always best to communicate openly with the community and respond to all inquiries and comments. This is a forum after all.
We have already told this to the specified user multiple times, but seems that he has no patience.
Better get used to it, gamblers usually do not have high patience, they just want to withdraw their money instantly. If you have a good system, then grading bets and processing withdrawals would be instant unless you are making an investigation which in that case you have to make the user aware of it.
Anyway, good luck, it looks like the issue is not that big, but give at least a timeline and maybe solve that ASAP before you run a signature campaign.
Also, trust the experts in running the campaign to ensure success of your campaign.