I am also facing this problem. I contacted live support and they referred me to email support.
I sent 2 emails on 11th November and 15th November but till now, no reply from the team. Since I have no funds there I gave up and never went back there.
We have 28 live support agents working
To be fair, your support system is really poor. I contacted support about my account issue and they asked me to write an email. Maybe my account is blocked due to long-time inactivity. It was not so hard to solve.
I followed their instructions and sent an email on 11th Nov. But I didn't get a response from your support agents yet.
Proof of my email -
https://prnt.sc/2P6HPA8_1_SgWhen I first read the thread I thought that maybe the OP could have been subjected to a hack and the casino was protecting them so they did not lost their money.
However since this seems to be more widespread than I thought there is the possibility they have standards that are too strict and they block accounts of their customers thinking they were hacked when this was not the case, and if we combine this with a slow support then this explains why the OP seems unable to get back their account.