Casino Titan is not willing to pay

Casino Titan is not paying me.

I've done a withdrawal request ($635) several times but every time the money will be refunded in my account.

When i asked in the live chat for a reason, they told me the next:
I am really sorry to tell you, that the determination of the withdrawal amount is based on a set of standards (including player status, activity, and other considerations). I can only suggest that your submit another withdrawal request and maybe increase your playing activity.

This makes no sense to me and is no where in the rules. Why would i play more if i can't get my current winnings?

my playername is: mukzie

Hello mukzie,
I will check your account and try to help you with your request.
Regards,
Anita

Hi,
Finance department processed your withdrawal yesterday.
Please confirm when you get the funds.
Have a nice day,
Anita

Hi Anita,

I received my money.
Thank you very much!!!