Guys,
Thank you for understanding the situation. I appreciate that the community understands that there might be some problems. Yes, I am doing my job. I do not have access to users' profiles, so I am unable to check anything. All I am doing is forwarding the information to the relevant team and asking them to resolve it asap. But I did not received any update from the team regarding the cases.
I am continuously pushing the team to come with a resolution.
Regards!
No worries, you are not the only casinos that has undergone this kind of situation before. Majority did and they learn from their mistakes.
And hopefully, the player that has been affected has somewhat the patience to still keep his composure as you are doing everything in your power to close this issues. So we will wait and I think this will be solved the soonest.