they maybe late in replying to your email so better to wait at least some days or weeks because they have this attitude that responding later.
and about your problem , best to provide more proofs if you wanted to pursue this case but I knew that once the team replies here you'll get what you wanted to hear.
I don't think that he has to provide any other evidence because I only saw that the casino emailed him about his account being at risk and required to change the password, he didn't even say that there were funds in his account and also after creating this thread Op didn't even respond, is it possible Has he regained access to his account? or if haven't yet Op can post this thread also on the announcement thread bc.game to get the attention from the casino representative