Dude, he’s a sportbook manager. He obviously reviewed the video stream and the bets and realizes that they were settled incorrectly. If he didn’t think there was any issue, he would have said that like they usually do when you try to report a bet.
what was shown on the screenshot you shared looks like a normal procedure when a sports bettor reaches out to a gambling site's support, so I am not sure why you thought the support "realizes" that the bets were settled incorrectly. was it because the support said, "Hopefully they will make the right decision"?
anyway, you know, you can reach out to their license provider and submit a complaint against the gambling site if you think stake.com have made a mistake on settling your bets.