Betway Casino - Refund declined with no further justification

I self excluded myself on 23/11/19(registered at gamstop) with the help of gamstop. As a gambler, I tried to open account in lots of online casinos but didn’t let me however betway let me open account with them, deposit and gamble on 27/11/19.
I only realised that betway is in gamstop after I self excluded myself in betway. So, I contacted betway asking for refund, I am not sure know the exact amount of £ but without counting the winning I think it’s over £2.5k I deposited. Betway said they need a proof of gamstop registration so I send them the email that gamstop sent me when I successfully registered but than betway said they need the actual email from gamstop(which is understandable) so i contacted gamstop to email me and on email(Cc) include betway too.
I kept going on live chat in betway site to ask for the updates regarding the case. Most of the time I got different answers, one of the agent said the operation team(who dealt with the case) are on duty 24/7 and another agent said they only work monday-friday 9am-5pm. Another agent said to me when i asked fod fhe update to my case, that the operation team tried to ring me but my phone went to voicemail , I said to the agent that my phone was on all day and why do they need to ring me.. when they can just contact me via email. Than another agent said the operation team never makes any call. It was very frustrating for me because you get different agent talking to you every time and in top of that you get different answers to your questions. I was also told by one of the agent that normally it takes 24-48 hours for operation team to make decision, however in my case it took 5 days(including weekends).

Anyway, I forwarded the email from gamstop(confirmation of registration) to betway as betway asked. However, i got email yesterday saying because of various factors my refund is not approved. I want to know what kind of various factors is it?

I know it was completely my choice to join and gamble but however it’s fully betway’s responsibility to protect the people/customer who is in self exclusion. They failed to do that.
I mean couple of the online casino i tried to make account. They let me make account but wouldn’t let me deposit because of them being in gamstop. That’s how betway’s system should work too.

I went to betway live chat to ask for the copy of registration and the agent called Mario said they don’t have the copy of registration but can send general email with same details as per requested by me. So Mario has send me an email confirming when I joined the betway but unfortunately not the name, email address i used. I did try to ask them for one but they said they don’t do it so maybe askgamblers could try it for me if that’s okay?
So I am going to attach an email of
confirmation by betway for registration(only date) and a copy of confirmation of registration by gamstop.

I will attach more documents on the email
at suppor­t@a­skg­amb­ler­s.com to support the complaint. Thank you