I think you are too in a hast and you should take time to read the terms and condition and aooly it to your situation and any however you should be assured that support will attend to your case and if it is resolvable the support will reopen your account.
I just think that it is necessary to immediately explain to the player the reason for the blocking and the possibility of withdrawing funds, and not drag it out indefinitely
It's dishonorable and makes me nervous
not all site has a active support and some of them are checking the case first before complying so meaning this needs time mate, don't expect instant reply or answer , I am not depending this site because I heard some bad things about this as well but sometimes a little patience will help solved the case than bumping it continuously , but if long time happens that still no answer then leave a tag on them.,