Have you properly contacted the support with proof of your balance. Most of the times it might be some misunderstanding between the site and the user.
Of course I have contacted them xx - times, finally accepted to be verified with kyc procedure (sending my id+utility bill) iven if they have no license so don't have legal instruments to ask for them... and they still denied to pay because "I have sent documents too late". They don't reply to my e-mails.
Thanks for the post.