Provider issue is the worst when it comes to waiting time because casino doesn’t have any control over the deadline of their hold to your account. Usually it will take up to 3 months depending on the case since provider is very slow to process investigation.
You made the right choice to seek help for casino representatives so that they can escalate your issue to the provider. The casino online support typically will just send you generic reply compared when it was handle by the bitcointalk representative of rollbit.
I'll beg to differ on the point that it'll usually take up to three months as, AFAIK, mostly it doesn't take that long to clear, usually days if not weeks. And about the casino representative being able to help, I might be wrongly remembering this part, but AFAIK casino will not interfere with third party investigation. Yes, they can keep emailing the provider, but that's the extend of "expediting" it, the pace of the conclusion still ultimately fall into the hand of the provider and there's nothing the casino representative can do to make it quicker.