Based on his comment, I think he is just curious on whether this casino still process shipping of physical rewards which they offer through their promotion while this casino is having trouble processing withdrawal and fixing VIP benefits issue. His concern and curiosity is valid because I personally wonder if they can still process this shipping of times depsite having a lot of issue.
Converting to Bitcoin reward is the most convenient way to receive rewards to this point.
Personally feeling that I doubt they would be able to ship the physical reward because I kinda have a feeling that they might be running the site on auto-pilot for larger amount of time.
If they can go to the extent of buying the reward and then shipping it then I certainly believe that they can hire a good developer to fix their bugs on the site.