I did provide all the documents. I asked them by email before I started using their service, so that I knew beforehand what I needed to provide. I gave them the documents and they assured me all was good. Now since yesterday they didn't even give me the option to provide them the documents or anything, they won't answer my questions and they are going to close my account.

Worst of all is that they added a 0.5% fee which was never there before, for me to take out my money, which adds to €507.50 - as per the last screenshot I attached, I was never being charged such a fee before they informed me that my account is being closed. So basically they just decided to nick €500 off me since I wasn't going to be their customer anymore anyways.

The only hints I got of why they did this is because I wasn't using their exchange to purchase cryptocurrency, they suggested that my partner can buy BTC directly from their exchange and I don't need to do 'this'. Also, since I was providing all the documents they were asking me for, they asked me if I have a 'license to accept currency and buy BTC'. When I told them that everyone can buy BTC with currency, no such license exists, and asked them to specify which license they are talking about, this question was just ignored, along with my question about why they are ripping me off €500. They just told me that my account is being closed.