this is not a misunderstanding. The casino system has detected that there is something wrong with the IP where you have operated your account. and that's not a mistake. the casino does what it says. then your account will remain locked. regarding refunds, as Razer said as a casino representative on the forum. Your ticket has been forwarded to the department in charge of it. if you have provided your KYC documents, be patient. In cases like this, it usually takes a long time to handle. I hope you are still lucky to get your money.