Has it been 20 days since you first posted your complaint here? If not, then it's better to wait until the time promised by customer service. Don't be too hasty,
Not hasty too especially also with discrediting the casino to other people like he has said.
If a casino promises you a response within a certain period, you should understand that there are other issues that they are attending to as well that have come before your own and they have to put you in a time frame to ensure that they are able to satisfy everyone. If after the waiting time the casino demands that you give them some little more time, I think you should also try and exercise some more patience because some issues take more time than expected.
Yes we have to understand the casino situation too, because they will also study what happened to our account. Usually the team in the casino has different tasks, if we contact customer service, then customer service will also forward it to the relevant team and when customer service asks for 20 days then it is certain that it is a confirmation from the team that handles problems like this.
I think they will also do their best, and usually if it can be resolved in a faster time, then usually they will also confirm again via email or whatever has been given to them. Besides, they also definitely don't want to rush so that the problem is resolved quickly even though it can't be that fast.