A lot info lacking I think? Would've preferred to know the exact bet that he won it off from to check the match and odds myself really plus when did he appeal for customer support. And again, this is only one side of things. But well, not like casinos in general have stellar reputations in the first place lol.

Personally hasn't happened to me, would probably just contact customer support and wait a couple of days to maybe 2 weeks. After that, if there's no answer and the money is relatively big enough, I'd probably go to a lawyer and ask what I can do. Personally I don't think I can do jack about it, but hey, maybe they might.