Sometimes, things are just very obvious that casino rep doesn't bother to beat the dead horse. Razer, as Rollbit's representative, is one that usually choose to leave things once they addressed a matter with a clear and detailed explanation about what happened or when things resolved itself like this one.
I guess, I can send him a PM, inviting him to give a clarification and final saying on this, but IMO that's quite redundant.
I agree with you and there is no way to disagree. If there is no detailed information then not only the gambling representative but also common people will not bother to go through the investigation. Anyway, there is no update from the Op on what has finally happened. Have you had any contact regarding the case?