If this is true, then it seems that this gambler lacks knowledge of risk management. It's common knowledge that online casinos, or any online platforms for that matter, can shut down unexpectedly. Therefore, it is crucial to minimize risk exposure. $20k is a substantial amount of money for an average gambler, but I hope that the user who complained will be able to move on even if the full amount is not recovered.

As of the moment, the site is still inaccessible.