Pokerstars responsible gambling

I closed my PokerStars.com account in 2016 due to a gambling problem. After moving to Spain, I contacted support and was told I could open a new account on PokerStars.es, which I did and fully verified. I played there for 8 years without any issues.

In December, my family decided to move back to my home country. I tried to open a new PokerStars.com account, which was immediately closed. Support then told me this was linked to my 2016 self-exclusion. Two days later, PokerStars emailed me saying that my Spanish account was also closed as a duplicate and because of the previous permanent closure.

After that, I submitted a formal request asking for a refund of all net deposits on my Spanish account based on responsible gambling policies.

It has now been almost 20 days. I have received contradictory information every day via live chat. At first, I was told my case was with the responsible gambling team (high priority). Later, I was told my request had been sitting in a spam folder and only forwarded after repeated follow-ups.

Last week, I was promised an update within 24 hours. Instead, today I was told that my account is now restricted and under review by the security team - with no explanation and no update regarding my refund request.

I feel completely ignored and misled.
Has anyone experienced something similar with PokerStars?
Any advice on how to escalate this or which regulator to contact would be greatly appreciated.