I've been reviewing your account and there are a few things to go over with you on this...
First, your account is not closed or blocked in any way. I suspect this is a password issue, so please use the 'forgot password' feature found in the log-in area of the casino.
Now on to the not-so-great news: Your winnings stem from a Monthly VIP bonus of $250 which has a 30/60 playthrough and 1x max cashout. You've definitely completed the playthrough, however, you are only entitled to a withdrawal at the max amount of $250.
Monthly Cashback (For VIP players only)
1. The Monthly Cashback bonus comes with a 30 times playthrough requirement for Slots, Keno, Scratch Cards and, Bingo. wager requirements, 60 times playthrough requirement for Table Games and Video Poker; and excludes play in Baccarat, Craps, Roulette, Pontoon 21, Pai Gow Poker, Sic Bo and/or War.
2. The Cashback will be credited within the first three (3) days of the following month. Except if the 1st falls on a Monday. For all players with no pending withdrawals, no withdrawals over previous month, and a balance under $10.
3. The Monthly Cashback calculated on all deposits (minimum $50) which were made over the previous month.
4. Unless specifically stated otherwise, the Monthly Cashback bonus comes with 1 time maximum allowed withdrawal (minimum $100).
5. The Monthly Cashback will be credited even if you have an existing balance. If so, the Monthly Cashback will be treated as winnings and any other current bonus rules applicable in your account will still apply.
In order to sort your withdrawal, there are three things needing to be done:
1. We need to receive your complete document package.
2. We will need to receive your preferred method of payment.
3. You will need to go into the casino cashier and request your withdrawal.
I've just sent you an email regarding all of this--as soon as I have your reply with all of the required information/documents, I'll be able to have your withdrawal sorted for you.
All the best,