Each user having different situation, the problem in the case is "communication" some of other casino having the same but if there has some communication should be not a problem. Meanwhile if you see, the communication is none is making the user difficult.
Most platforms are fine until you get into trouble with something like delayed withdrawals, a deposit wasn't credited, or similar. I believe communication is the key, and providing support to the customer is important. I saw the screenshot above, which is too disappointing for a player. I would be stressed in such a situation as well. I understand that some casinos do not answer customers who troll in chat support or bother the support with the same question again and again.
Whatever happened in the casino has happened, I would expect the casino representative to come and post their official response regarding the case, or at least inform the campaign manager about it.