Their SOP for scam accusation against their casino was to hire someone to sweep the board periodically, made a list of the cases that need to be addressed, and get the complaint team to address the matter. This is why --at times-- cases got resolved without "any communication" at all, as the team is working behind the screen to review the case and validate things.

But yeah, given it's been days since it first being published and OP still got his situation unresolved, perhaps getting CG involved here is the best way.