I think bitgrail can never cheat their clients. you might have made some mistakes.
Edit: your issue has been solved now by one of the bitgrail's executive. In future, if you have any issues,you can simply ask for help to TheBomber999 who is on this forum with a trusted rank.
We did not made any mistake. It was exchanger's website fault. They banned user from chat and continued to ignoring his messages until this report filed on bitcoin talk.