has your friend tried posting this on casino.guru or askgamblers, they might be able to help. looking at casino.guru, they seem to have resolved issues that have been posted there in the past, but as for askgamblers, I don't any complaints posted against 500.casino yet. or you can wait for the representative to respond here since holydarkness and efialtis has contacted them.
It'll be better to wait a little and see if any of the representative that efialtis and I contacted reaches back and get it solved. Having this case on CG or AG will kinda flood their resolution team with too many "ticket".
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UserU have you read this case?
I send him a PM yesterday, informing him about the issue and this thread.