Is it possible that they do didn't receive the fund? I just oversee and got to the bottom of similar case with UPI a few days ago with different casino. Luckily this casino has representatives who are in constant touch with me, unlike this one, so I can help. Uhh, the point I am trying to convey here, that player also face similar issue where his account was not credited, and the casino [I think] also did not receive the fund. It was because the fund can not be processed. On that player's case, he sent a wrong password for his PDF, thus the finance department can not open the file and validate the transaction.

Is it possible that same situation also the root of your problem?