Glad you got it sorted, sometimes these glitches happen but they can look very scary to a player. As for "their wallet is close to empty" is normal when these casinos can have so many different hot wallets and funds moving around, often to protect player deposits in the optimal way. They can trade funds in and out of different currencies almost instantly, but maybe you happened to catch them after a whale had just decided to cash out so it required manual intervention to top up.
Casinos and exchanges have different wallets, hot wallets and cold wallets to serve their users and to secure their business treasuries. It's never safe to store all fund in only one hot wallet or all business treasury in a single cold wallet. Hot wallets are for user deposits, before moving to cold wallets for storage, and hot wallets are also used to proceed withdrawals for users.
We all know hot wallets are risky because it's vulnerable to hacks and are surely favorite targets of hackers. To avoid massive exploitation, casinos have to spread their funds in different hot wallets.
Every casino will have the occasional hiccup like this, as long as they learn and improve their processes to minimize problems for the player then that is good enough really.
Nothing can work smoothly forever and like you said, there are always times with hiccups but good companies will resolve these issues fast and treat customers first.
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