Hi Freewallet,
The reason I posted this issue here (following on from the issue of the "missing" token for 1.5 months which started this thread) suggests one thing - you don't have a system for dealing with this 'user error'. No system beyond repeating the same words since August 2019, "we are doing everything to find the resolution as soon as possible. Our specialists will contact you as soon as there are any updates for you".
They are scammers. Just look at the feedback they have on their profile. It paints a clear picture of what kind of people are behind this wallet. Untrustworthy, unprofessional and scammers.
There are so many wallets that operate like Freewallet and even also for KYC but why is it that Freewallet has a mountain of scam related issues unlike the rest?
Your guess is as good as mine.