I also have doubts with the screenshot. But if that's the actual CEO chatting with you and has got a lot of time to you, then you must be one with special case.
Because instead of the customer supports and representative chatting and working with your ban/unban, it is the CEO that gives you his time talking to you.
Its chat Room rain..i have 20500$ unclaimable rain for wagers i did in the past...nothing was abused...claiming rain isnt illegal 24x7 every gamdom player knows it..they banned me same reason they did year back but infact the CEO said i wont be kept hostage for that reason and opened my account..
Do they have the rules that a user should be banned if you're just claiming rains?