They have been looking into and I've been assured that the wheels are in motion to resolve this.
IMO - there is a lot of work to be done in prompt and efficient player support for both Kahnawake and Playtech. Sure, the casino may have gone down in Feb., but I think the main people who should have been informed about this were only contacted a few weeks ago.
Obviously, there is a need to be more proactive concerning these sort of circumstances.
It does not help that there is no formal method for players to make representations in these circumstances.
Playtech were informed long ago by at least one player, and so were Kawanake, but both organisations simply asked the casino for a responce, and they just waited for 40 days+ and did nothing more, even with reminders.
If someone at Playtech had simply logged onto the website it would have been obvious that there was a VERY SERIOUS ISSUE, and not one that should be put on the back burner while waiting for the casino to respond.
While Playtech are on the case now, they have not done themselves any credit in treating this with such a low priority. Players who have had money tied up since February still don't know where they stand, and only those who have read the forums have any idea what is really going on.
I expect evidence will show Action Online staff to have deliberately lied to players about the true situation, pretending it was simply a matter of providing documents to get the payments released. Given that they were answering the phone, and telling players to E-mail or fax documents, meant they were complicit in the deceit. As support staff, they would have been fully aware that no E-mails or faxes were getting through. Indeed, one poster relates to hearing "larking around" in the background, clearly they had no work to do (such as verifying documents or processing payments), and were just "bums on seats" to answer any support queries that somehow made it through.
If this industry wants to shed the "wild west" image, there should be proper AND RAPID policing of these situations, and players must be told as soon as a casino runs into problems paying players. Software providers have a responsibility to pull the plug where they have reasonable grounds that a licencee cannot pay players, and non-responce to the query should also merit the plug pulling, as this implies there is certainly an issue. if it is just one of incompetence, pulling the plug will get the attention of management.