As part of their service, they have a risk management team which is quite an ordinary practice for many casinos to rely upon for flagging users
The risk management team has banned the user account, there is deposited funds in his account. Has your team done it all without having any proof against the user? If the risk management team has banned his account and blocked his funds for a valid reason, then why it is taking weeks to give some real proof of OP'S fault?