They already acknowledged the issue and probably the representative went in to a vacation since the last accusation is made before the Christmas vacation of the casino employees. The website is still active so it means that they are still operating. Probably the representative will come back again once they already have the answer since the account last active date is same when there last post made.
Im still positive that they come back and resolve the issue because they already spend a lot of money on forum promotion just to ruined it for a 1000Euro complaint.
Assuming that is the case, the would have left someone else taking care of the clients while the handler of the account is in vacation.
It does not feel right to let people alone and without way to contact a representative this way, as long as a casino operates, there must be someone to reach out 24/7. Let us see what happens then, when they finally log in again. It makes little sense they would start big with a signature campaign and not have some extra money for an extra employee to oversee this account during the Christmas season...