It sounds a bit incredible that everything is organized by only 2 people with a little help from the side, and that they did not decide to invest in quality customer support. It is obvious that money is not a problem, so I wonder why they allow themselves to have things like this happen to them, which bring them nothing but bad promotion.
Although I'm not sure, but I think they have to give the full access of Freebitco to the person who will be hired as support agent with the permission to view user account. To be frank, Freebitco support quality has decreased as the time has passed. Where their reputation has increased gradually. They have invested money to create other casinos (dPlay, ClubRiches), where the live support system is available on dPlay casino.
@jper3009, TheQuin has made a post on the 30th March in the forum. It is quite surprising that he hasn't said anything about this issue. Maybe you can try to get help about your issue from dPlay live support team as the casino is also owned by Freebitco team. It may not be effective, but it is the only hope for now as the support system of Freebitco is unresponsive.