HELP!

Hello

I am a customer of e-coin.
e-coin has taken my money.  410 Euros, and 252.40 USD

I have deposited bitcoin then attempted to transfer to virtual cards, not exceeding the monthly or daily limits.
The Euro card was new with no limits used for the day or month.  I tried to load the cards and received an "unknown error...."
The money was taken and not returned to my account or put on my virtual cards.

I contacted support, and was told I have reached a "lifetime limit".
I am guessing my account itself as an overall limit?  This is a NEW LIMIT e-coin created???
Because a brand new, unused EURO card was not letting me load.  I reached no daily or monthly limits.

The error message did not say I reached a limit.
It said unknown error.

I have an emergency, I must pay bills.
They said I reached a limit and did NOT return my bitcoins!   They are telling me I have to do all this verification now.  Stalling me.  I don't have time for this.  Virtual cards did not require verification in the past year.  I need to pay overdue bills NOW.  I need my money back so that I can have them back and find another service that works.

Can you please help?
Customer support is telling me I have a lifetime limit and NOT returning my money!