It's possible on their end as long as the transaction isn't broadcasted yet. I went thru their telegram just in case they aren't willing to do so, and they have offered it lots of times, one example is



It seems faster to get a reply on telegram and you got banned for the wrong reasons, I'd get another account in order to ask there. You deserve the right to frequently ask for an update cause it's your money, banning you for that is downright bad service and shady.