Once the bug is resolved, our support team will credit your account with the full amount of the Cashback you held at the time of the bug. We will notify you through the support channel or your email.
just to be clear, you are only refunding the full amount of the cashback during the bug but not the winnings he won after gambling the cashback he got from the VIP?
anyway, @OP it sucks that you weren't able to withdraw your fund at the time you wanted it to be withdrawn but at least they'll refund your cashback.