Hey, im in the same boat as you. I top up without knowing i cant withdraw my deposits around 1.4k. Now i really dont have any plans to use those money. What's your plan? I follow the same procedure as you did and i got the same email in return.
Based on our interaction, we have escalated this issue to the relevant department. Please be informed that you are only allow withdrawing deposit under valid reason as per our T&C. We unable to proceed further for this process due to the reason provided is invalid. Account closure is valid only for leaving the country or visa expired. we hope your concern was addressed appropriately. We truly appreciate your patronage with us.

Valid Reason:

1. Order Cancelled By Seller/Lazada
2. Return Damage/faulty item, Expired/Damaged item (Grocery only) or Received the Wrong item
3. Payment Issues
4. Transaction Limit (Snapshot of the error message)
5. Closure Account (Leaving the country/Visa Expired)