It's normal. When a user's account is locked, he will be impatient, of course. They will be afraid of losing funds they win there. When they don't get a proper response or get a late response from the casino, then they panic. Sometimes casinos block from the chat as well. Instead of making a proper solution, they delay or do not reply through the support system.
I have even seen a lot of scam accusations where a few casinos don't reply. They really don't care about accusations; otherwise, they should make a proper explanation about the situation. I admit sometimes users would make the mistake, but the casino should update about the solution or explain the real situation.
I could argue. If a casino respects its reputation, it responds to accusations that seem worthy of explanation. The casino always has an analyzer of the game and the user's entire presence on their site. The entire history of his documents, his IP, and his devices, as well as the similarity of actions, which sometimes looks like suspicious activity. If the user is unique, the casino, blocking the account, always explains the situation. And most often the situation is resolved by finding a consensus between both parties. But if the user is regular in blocking and appears with unchanged fingerprints of his person, the casino simply completely ignores such a cheater.
This explains a lot about the workings of casinos and why they take certain actions and refrain from offering detail explanation least others will learn to hide their activities. Running a casino is an easy task because they are dealing with people from different background and different technical abilities, so the casinos have to device means of keeping the system running with minimal activities of bad actors. I am not saying that the casinos are always right in their actions but most of the times their actions are justified and taken to protect their business.