Don't allow me to withdraw funds after profiting

I made a profit on the platform but I can't withdraw money. The customer service said that the same ID card is not allowed to open 2 accounts, but when I opened the account, it did not prompt that my ID card was registered. After I submitted the information, the background reviewed 2 I was allowed to participate in the event after the day’s review was approved. Why is the withdrawal refused since I am allowed to participate in the event? May I ask if I lose money from participating in the event, do I have to refund my principal? Account 2100087779