To protect fair play, we enforce a standard advantage-player policy: accounts showing suspicious betting patterns are first limited and, in extreme cases, refunded and closed.
Judging from the cases that have been posted here, some seem to claim that there is no refund process, and you just take their money. I think it would be nice if you could be more transparent about the process and improve the CS response time. Whether the user is a cheater or not, I think waiting for a few hours or days to get a response is still a bad thing. Customers are generally impatient, so something like this can easily make them move to another business, like others have mentioned before.
I think they are considering to do those things and still its good that we see that they are exerting an effort to respond on the accusation posted against them. So what they need is proper resolution towards the issue and give clear answer so that people would understand about what really happen about the case raise by the affected person.
Also those situation indicates that any suspicious betting activities will get busted by the management that's why they should not engage on such activities.
They should play far so that they won't encounter issue on here or maybe on other casino to.