The fact that a player has a balance on his account does not define whether or not we have the possibility to help. It depends on the problem and the specific things that have been explained to you why this was not possible. 

My recommendation is that it's probably best to play in casinos that are legal in your country so that you have someone to turn to whenever something comes up.

I had no communication from the casino at all, so how can you guess if you can help or not? why are you supposing things?

But I'm not arguing, I'm just reflecting on the complaint that was closed and justified to you about this casino.