I have emailed them multiple times, went on chat to explain my situation.. The customer reps on chat say they are just the middle man and conveying what their 'compliance' team is telling them. I asked them if I can talk to compliance team, they say - "No, its an internal channel, you have to go through chat". I am like, what the fuck! I am so irritated right now, never felt so cheated in my entire life. Its not a matter of 1600 EUROS, as I have lost way more than that.. Its just the feeling of being cheated from an anonymous book over which I have no say, is what is killing me from inside.