Winnings mean cancelation

FICA approved but winnings and deposit cancelled only when you win and want to cash out then suddenly all listed exclusions applies to you and not you can't dispute this with anyone and they say there's a complaints department but they never responded to emails with my concerns and i can't even get a simple written cancellation letter with the exact reason for closing my account and not paying my legitimate winnings and my own cash deposits i made so in other words they should be in breach of theft from funds i actually made but it's a month now and they can't provide a cancellation letter?