Business ProfileforGraton Resort & Casino

I play slots at Graton Casino on a weekly basis. I hit 2 payouts one was for $11,000 and the second one was $2,000. I did not get paid out due too self exclusion which I signed because it was stressed upon by my wife during the pendamic. I have came across people who had a similar experience. They were paid out once there exclusion was expired. What makes anything I did different from the others to keep taking my winnings? If there is a process I need to do to get paid then I would like to know about it. I've already gone through the steps of writing to the management back and forth the way they asked. If ** excluded then why does there security guy who helped me initially fill out my exclusion form still let me in? I'm confused, all I know is that I like to ******. I have had my share of day's of gambling when I couldn't afford to but I did anyways. I look at that as a learning experience in my past. The way I see all this is those days of loosing my money is like an investment into that day that finally comes if I ever get lucky to get a hand pay. You would think that type of person would be looked upon as a loyal customer. I really think it's only right for them to pay me. This was 2 years ago. I've been going to Graton 3 times a week minimum since then. I mean how convenient is it for them to not only take my losses but to take my winnings to. I gotta figure it out because it's more then just loosing money to me it's about doing what's right. I've been blocked messaging them through ******** multiple times trying to find answers. Graton will not answer or reply back to any of my messages on there contact site either. I appreciate your time reading this.