@Sheril That sounds hard for your kids. It's really frustrating to be abruptly locked out of a game you enjoy. I'm sorry I don't know how to fix it. It sounds like you did what you can do with appealing.

I played Roblox with my older son last year. There are some fun games. I see why a lot of kids like it. But the platform is fully controlled by Roblox, so they can lock people out without notice. And they require binding arbitration so you don't have much recourse. I ended up deciding it wasn't worth it. We have been playing Luanti instead. Not the same, but fun in its own way.