Most likely not since they are not active in this forum and no support handling their thread. So it will just confuse or delay everything if he ask people's help here.

So what best thing to do is to reach up to their support again then see what feedback they can hear from them. For sure he can get proper explanation regarding on what he experience and also the casino would provably know that the claim is valid and need to take action to help their client that have issue on their casino. I guess the campaign manager cannot help this case so instead of bothering him he should contact the right representative then see their response and action towards how they resolve this issue.