I am just wondering, have you tried to send a private message to their support account in this forum -
BC.Game Support?
The particular account you just tagged may not respond to you as the just seem to only post promotional information, however BC.Game Support tends to help users resolve issues or helps them to get answers.
knows about this already as I've escalate this to their higher ups and [as I've made very much clear in that player's SA thread] all my contact on BC can do right now is wait for an update from every departments' they inquired, so they can get a fuller picture, if they haven't got that already on their work device, on their work station, in their office, of which pretty much likely not accessed during weekends.
Lots of casinos contact I have take their leave on weekend.