PlayLive Casino - Player's withdrawal has been canceled.

I have deposited 100 and claimed a bonus and wagered it , won R23,000 and they transferred 1000 to my main wallet, tried withdrawing it ,then they cancelled my withdrawal and then sent me the following message, I tried I tried emailing them but they could not explain to me what I did wrong

Dear bonganehugo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs, and I found this:

4.2) PlayLive reserves the right to withhold or reverse any payout or winning amount or to amend any website policy if there is reasonable suspicion that a player is abusing or attempting to manipulate any bonuses, marketing promotions, or specific policies and terms determined in respect of existing or new games.

9.16) Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend, or lock any account if bonus abuse is suspected. At our discretion, all bonuses and subsequent gaming activity may be revoked and voided, and deposits returned.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you played with? If possible, please post here a link or promo code you used to activate the offer.
• Was this the only explanation you received from the casino? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear bonganehugo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.