Besides, after following up with the provider, I am happy to know that you have withdrew your deposit previously and the amount they were holding were only the extra winnings. Hope this is able to answer your queries. Please do not hesitate to contact us again should you required further clarifications.
This a is a better solution. In the cases of scam accusations like this it close when the accuser get his deposit back. Additionally you can KYC the user so that next time they can not create another account and you do not need to go through same hassle of defending yourself again for the possible same person. There are many cases where player take the opportunity of being anonymous in crypto gambling sites and create multi accounts then comes to the forum with the hope of getting their deposit back once they fail everything.