OP, if you want an opinion, attention and objective judgment on the situation, you should be a bit more specific.

1. How long ago your account was created?

2. Did you deposit, if yes, how many times?

3. Did you cashout previously, if yes, how many times?

4. Were you requested any kind of KYC? Did you pass it?

5. Did you make any best or played any games?

6. Are you sure there is no violation of T&C? Is it the first time you created an account with them?

I think this is the bare minimum to understand what's happening. Also, intercom-mail.com seems to be the mailing and chat software they are using, set up looks totally fine to me.