First and foremost, sorry for the experience incase your funds is unjustly withheld by the casino just as you have said, you said there was an error that initially happened while you were playing pragmatic play black jack, there is the possibility that the error is what affected your account and lead to its blockage by the system, which I would say is an erroneous blockage..

What I did advice is to contact the management of the casino through the email you were provided with by the customer care you contacted, and give them some time to respond, there is a high chance they do not respond immediately to emails, so it will be you seeking unnecessary disappointment if you email them and expect an instant reply, so please give them time like a day or two to respond to your email, hopefully, soon as they see your message, the issue with your account will be resolved and fixed so you can continue your activity on the casino again. But note that this is actually if you did not break any of the casinos terms and conditions as you said.