He has a point, only that you are better with your view, he shouldn't have said it in such a way that makes others look like scammers, even as they are innocent, so he shouldn't make it look that way. But still, Shuffle is justified with some measures put in place, many gamblers are not in for the good intentions, and we can't blame the casino for restricting some accounts' service for investigation. The crazy thing is that this could be done automatically by the system put in place, and you know what, systems like that ain't perfect, they work more than what they were sent.
It can be an automatic ban by their system but it can be triggered by an automatic tool, then there is a manual review internally before the compliance team on took action and banned that account. So if it is a second case with a manual review before a ban hammer was used, I strongly believe that there is nearly no second chance for the account owner getting it back. By going through manual review procedure, the casino would have seen enough evidence of abusement on their platform, before taking that serious action and account ban punishment.
They never arbitrarily do this ban action after an indepth manual review because of protecting their business reputation is on top of their priority.