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You repeat the same thing every time, no one expects you to solve the issue, but I guess you have communication with someone who is above ordinary support and who mostly doesn't know anything, not to say that they are incompetent in many cases for more serious issues. If you just repeat the same thing, you are not much different from ordinary support.
So I guess you could get in touch with some of the top guys and maybe speed things up a bit... as some of the other casino reps do. In general, it is also a good advertisement when the casino representative shows goodwill and tries to solve the problem.