The fact here is its all about the “Amount” 11k alot to many including the casino. OBVIOUSLY Its meaningful to the casino or they would just pay it.
And its only about that. Nothing more.
They would not have batted an eyelid about your exclusion or other account if it had been say 100 to 500 quid.
The way they fraudulently rip people off sickens me to my very core.