Did you carefully read the Conditions of Use policy that they sent you? Did you go over that with a fine tooth comb and ask yourself what they could see as being a violation of that policy? Have you returned too many items? Is having multiple accounts a violation? I don't know.
You'd have to read it and answer those questions yourself. If Amazon support is saying the only way is via email & 1 response per 24 hour period that sounds pretty definitive and bad. They are clearly of the impression that you've violated their terms of use in which case, yes, they can shut you down. You don't have a lot of recourse in that situation.
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