Umm... let's not try to escalate to TP and CG for the time being and see if we can deescalate the matters with me reaching my contact, shall we? As always [well, at least what I strive to do] we're here to deescalate matters into a resolution, not to escalate things, not when it can be sorted out peacefully.
And, would like to add [and repeat] that raising a case to CG or AG or any ADR or any platform simultaneously while we tried the case here, though it's at player's total own freedom to choose and do, I'll dare myself to advise against it. It is the reason why one specific casino retract themselves from the forum and funnel matters through one channel only, that become a great headache for me, as well as adding further delays and complications to future players' disputes as their system got clogged.
I actually wanted to escalate the matter so they would pay more attention to resolving this user's issue. However, it’s fine, I agree with what you said. You can take the lead and try to mediate between the player and the casino representative you know, so we can reach a solution without putting pressure on them through other dispute resolution channels. I hope you’ll keep us updated on any progress, my friend. Thank you for always being active and involved in casino cases, trying to mediate and help.
Therefore, I also hope that the OP doesn’t act hastily and remains patient until we receive an update. We truly hope he’ll be able to resolve his issue in the end.