BTW are you actually a BC Game representative? It's very weird to need you to help out when they should be the ones on their own taking care of customers.
He is not an official representative of BC.Game or any other casino that I am aware of. He is just a guy who is trying to help and does it regardless of the outcome. Sometimes it works out in the player's favor, other times it doesn't. He has contacts with casino representatives because he asked for it and/or they noticed that he was trying to help, so they gave him the contact information to their people who he should get in touch with to speed things along.