I guess that's already a final verdict but they should add more and be willing to address the issue when contested through a third party, Coinplay so far is doing great with their signature campaign and they are establishing their reputation but of course, we don't a 1xbit similar answer where they just tell you you violated sorry your account is banned, any casino old or new don't want to be compared to 1xbit but in fairness to Coinplay they are willing to send back the deposit.
Yeah, seems like it is as OP had provided another screenshot and answer from them and that's the answer that he gets that it's final and all information that has been provided to them are all.
That's it, we cannot do anything with that anymore if that's what they've said and that's the final words they've got.