it's hard to say how it's possible that so many days went by without solving your case, they're not a scam, they definitely wouldn't ruin their reputation for a small amount, but the problem is that they take so long to tell you what's going on with your case, because their representative on the forum last month told you to contact online support and he said that online support was quick to respond, but 30 days passed and nothing, so I suppose there must be some communication problem that caused the delay, but now that the representative has asked you for your username then he will find out what is going on
obviously this does not mean that you can have a 100% guarantee that you will get your money back, all you have to do is keep waiting until they answer you, avoid posting here constantly, the ideal is to wait a few days and if they pass 7 days without them not replying so you can send pm to their representative here on the forum. that to me is the only option you have now. I suppose you sent your username to the casino representative on the 27th of July, that's 4 days have passed (it has slow support) but you need to wait another 3 days before sending a pm to the forum representative to find out if there is any news