we are not a 'scam casino', we've been operating for many years now and reputation is important in such a space.
You might not be a scam but you are acting like it by having a multiple same case of freezing user funds without leaving a clear explanation for your action. This will be easier to digest from the user point of view if you will notify them through email the reason for your actions like suspicions on the user activity since you already done the punishment at the first place.
Leaving players high and dry after your action and giving an excuse for having a heavy work load is surely a troublesome.
I understand but also understand that when a ban is undertaken it is not done casually or even that frequently, each case varies but there are usually common and understandable reasons for the undertaking. It will be an even rare situation where the user involved doesn't actually know why the ban has occurred either and will resort to trying to apply pressure and rallying people like yourself in that effort. Of course, it is only possible because you are correct in that we can certainly improve our communication in such cases and this I will raise with the team.
(i am not saying the user above is such a case, just the usual scenario of when a member creates a totally fresh BTT account just to raise such an issue rather than already having one in some standing already)
The only reason why user like me rallying to support this kind of case because of the obvious proof that he is not getting attention on his case through his provided email from your support. This kind of case will typically being ignored if customer support provided details on his case since the user doesnt have any idea on what he did wrong.
Most of the user complaining here is willing to provide username of their account which means that they are not an alt account per se. I hope that customer will be more active like you and reasonable to provide exact answer on simple inquiries especially for ban cases since this is really frustrating on the player side.