EDIT. Found the address. Apparently Shakepay sometimes changes the address, maybe after every transaction.
You must be talking about your Shakepay deposit bitcoin address.
They do change address after a while but if it works jus like any exchange, the address used for withdrawal isn't tied with your account.
It could be one of their "
hot wallet" address that's specifically used for users' withdrawals (
can't be 100% sure without the address).
Forex has very strict AML policies. Cash can only be withdrawn to the same source that made the deposit. They've specifically told me that they can only withdraw to the same BTC address that made the deposit.
If it's AML policy, try to explain to them that you've bought bitcoins through Shakepay (
a custodial service) and sent the bitcoins to them.
Sending them your transaction history might help. (
Link: help.shakepay.com - Where can I see my full transaction history on Shakepay?)
You can also send this thread's link as a reference.
There should be a qualified technical support that can understand that exchanges withdrawals doesn't work like a non-custodial bitcoin wallet.