Don't be reluctant to email a CEO. I use the CEO trick quit often when the regular support is shit.

Anon was having trouble with a casino rewards program and the support was shit, so I dropped the CEO an email. The next day everything was taken care of and the CEO assigned us EXECUTIVE CASINO HOST for all bookings and communication.

I have used this trick a half dozen times with different company's I was having problems with not just a casino, and it has been 100% effective.