I also found it hard to understand his logic. If you face a problem with a casino or any other service support then the first thing you should do is to report it to their customer support and ask for assistance.
I understand that it may be frustrating when they take too long to respond (it’s not acceptable and shows unprofessionalism), but there isn’t much you can do about it but to wait.
You can also try to reach out to them via other channels like their social media pages.