If the site is reputable he can say that to take time and wait for the answer, but this is a notorious scammer they will make you wait and if you are not doing follow-up or letting the community know the issue, they will just ignore.
Unfortunately, they are not giving a reasonable explanation, what they are giving is a decision that favors their side, no wonder the number of scammed players is growing.
And it will keep on growing bigger. According to them, all these people who ended up getting their accounts frozen ALL ended up trying to scam the website. Do you really believe that the casino actually has this many people who are trying to scam this website.
Let's wait for a second and take a look at what they are saying when defending, it is basically "
these accounts are brand new or newbies, they try to break the rules, and they get banned for it, nothing wrong done by our casino", is this the only casino in the world who has these people? I mean take a look at all the other places and you will not see any people or at least not this many number of people, so why only this place?