Currently, there are many issues handled by the team. I'm not surprised if it takes a lot of time. The team can't make a careless decision, that's why they need to gather some valid information firstly.
It is important for those who complain about the obstacles experienced by users to be patient and give the team time to investigate where the problem lies so that both the affected users and the team can maintain a professional attitude.
Even a single reported issue may require significant time, not to delay the process but to avoid hasty decisions. This approach is often not well-received by those who have reported issues, and many reporters may assume that the casino is not taking responsibility.