his case is not about this, if you read the thread he created on stake.com forum and read the screenshot the OP shared of the conversation he had with their support, you'll see that the support was saying that the $36 payment was the correct one. if he didn't fight more for his case and gave up he would most likely only get the $36 they initially paid him.
I have no doubt that it would be just like that, because what kind of professionals are they who pay out $36 in winnings instead of $12 000 and the user then has to fight in this way to get his winnings? In case the OP is not active on this or any other forum, he probably would never be able to convince customer support that they are wrong.