UNRESOLVED: BetCruise casino issue

Some time in September I won a total of 9683 euros.
I emailed proof of ID, proof of bill and selfie with their email on background. But after a week no response from them. They said they will notify me but they did not. I tried emailing [email protected] also Live Chat - Temporarily not available.
Then I saw this on my spam folder -
Our Security team has conducted an audit of your account. The audit concluded that your account intersects with other accounts which is a violation of the site rules. In lieu of this your account will stay banned and all your bets will be nullified. The remainder of your deposit will be transferred to you in accordance with the site terms and conditions.

Sincerely,
BetCruise Support

I have only one account at betcruise.com. I don't know why they said that.
I emailed them but they never responded back. I also message their casino rep here  in klcb but did not reply.

Hi monteverde, please send me your casino username in PM inbox and we'll ask The Casino Rep to look into your case.

Hi monteverde, 

Thank you for sending your account info. We've asked the casino to advise on your case and provide us with the evidence showing multiple accounts. 
Keep an eye on this thread for the updates. 

Hi what did they say?

@monteverde - No response so far. We've now sent them a reminder email.  

I checked my inbox but no new email from betcruise , what about on you?

Hi monteverde, 

We haven't received any response. Once / if we hear back from the casino, this thread will be updated. 

I hope you'll get your money buddy ! 12 days without any response is unacceptable !

Hello any reply now?

Hi monteverde, 

No, they haven't sent any response. We can try contacting them once again.

Keep you posted.

Hi monteverde, 

We tried contacting the casino regarding your complaint multiple times, but received no response. 

We'll now close this topic and mark it as Unresolved. In case we hear back from them or they contact you, we'll open the topic again.