We appreciate your suggestion. Yes, we are aware that this kind of situation can negatively impact other gamblers' minds. But as of now, one gambler created a complaint on the Casino Guru. I believe they will reach a resolution from there. The brand is already spending thousands of dollars advertising on the forum. I am sure the brand cares about its reputation. But I cannot control the security department that does not disclose the reason for the withdrawal blocking.
Once the investigation is done, I hope to get an update, and I will share the update here asap.
For any platform your brand has representative there, if there are user complaints, your team must handle it properly to nullify invalid accusations or to resolve valid accusations, if necessary. Because if you have a brand representative on a platform but completely ignore user complaints, that's bad for your brand existence there.
I agree that final decision on any case must only be made internally and announced publicly or privately to the user after a due diligent investigation. Such decisions must be made very accurately as it affects your customers, their funds as well as your brand reputation.