I don't quite sure who can handle this except the representative, but they're currently inactive in this forum. There's already a lot cases where Cloudbet really late to complete KYC or unfreeze someone funds.
If there are many reports that not responding immediately will affect the reputation of the casino, there should be no delay in response regarding KYC and withdrawals due to sensitive issues so the team should actively respond to them immediately. From some of the posts above, I suggest the team to improve the "live support" and monitor the official thread on the Bitcointalk forum because here a lot of the gambler community asks for advice when the team has ignored user responses.