Hi, as much as I like to help resolve the above case, I do not have data on which user is it, hence I will not be able to dig out the relevant data to review it.
Rest assure that as long as all checks/reviews pass from a compliance stand point, you are free to withdraw any balance you have.
In recent months, we have tighten our Compliance checks for our book makers and bonus registration. It is regrettably that several waves of players who does not comply to our Terms and Condition attempted to exploit the platform, this has caused the good players out there bad experiences as we have increased our checks.