Aside from reviewing it would be great to also maybe change/improve the way you handle cases like this. Simply telling a player he violated some rule, the account is closed, deal with it, is in no way a support agent should talk to a player.
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In principle, I certainly agree with you there. If a ban is issued, you should definitely be told the reason why.
At the same time, though, I’d also wait to see what Whale’s analysis turns up here—screenshots are very easy to fake these days, and accusations of scams are often thrown around too hastily, even if the player is often at fault.
Overall, though, I think it’s great that @Whale is taking on this issue.