Why does this type of problem occur? Does the casino see any suspicious activity? this is when some VPN is used, it would be nice if the OP could tell the reasons, I am ignorant in this kind of things, but it is necessary that one knows them to be able to do things better and have more experience, I think the OP Can you give the reasons? There are some players who do not stop them from entering or not with the VON and this is something that casinos see a lot. I also want to know when a casino sees suspicious activity, why are they? multiaccounts,? These things are an example to show you that in these casinos safety comes first.
He has a pending task on his security option that probably the main reason why he cant deposit. Some casino requires to setup first the security option like email and sms verification before user can deposit or withdraw. His screenshot on the support looks like cut version or just a miscommunication on the support side. Its very odd for a newly registered casino will be caught or forbidden to play due to violation of ToS. Probably the support just reply the most convenient reply for him to answer the queries.
I use VPN most of the time to play restricted games on my country like Pragmatic but I never encounter issue like this before. The user is not answering whethere he already fixed the security pending task or not before he chat the support.