Holy, thank you for your assistance in this matter. This is correct my ex closed the account, falsely claiming a gambling issue. I was never informed about not being able to open other accounts. After the mandatory 21-day wait, I found out the account was permanently closed when I contacted support. Unaware of the multiple account rule, I created a new one. I of course wouldn't have deposited funds if I knew they'd be forfeited. Despite them detecting my account, they allowed me to play and deposit until I requested a withdrawal. If they won't honor my winnings, they should at least refund my initial deposits.
Suppose we entertain that idea as what actually happened, that your girlfriend requested a self-exclusion for her reason to delete your account, there is not much that Razer or any of Rollbit's staff can do.
Responsible Gambling --and within it, Self Exclusion-- is something that should not be taken lightly by any casino. And on this case, Rollbit did not. They couldn't know for sure, nor has any means to verify, if the one requesting self-exclusion was your ex and not you yourself during a short moment of clarity, and this is not a relapse. As such, it'll be a wiser step for them to consider that the request was made by you and this is a moment of relapse. Thus, the exclusion stays.
As for the deposit, it was not returned to you because it was in line with the terms agreed upon your exclusion. Be it you the one accidentally left them on read, or your ex that read the message while she's pretending to be you [and the assumption that should be hold by Rollbit here is that your ex doesn't exist, and that you're the one submitting self-exclusion, and thus, the message was left on read by you], the terms for post-exclusion has been communicated