It's good to see that you have so much faith in them, as you have been playing in the casino for years now and there has been no issue of such, nor have you experienced any form of scam attempt from them, so this could be a little error from them; it's technology, and every now and then most of them have technical issues. How fast they fix the issue is what matters.
 
For the main time, until they prove otherwise, other negative reviews about them should not give you concern. Many things are happening in the review industry nowadays; that's why, in most cases, I prefer first-time experience to all I read online.
 
Let's hope they get back to you on TG with a positive reply.