As far as I know, once you deposited any crypto or bitcoin in different wallets you cannot recover it were the chances is very low.
But according to the response on the link you gave, they said you can still able to recover and take it back to your wallet, if that is true dude, you need to hold on to what they've said it to you in which is "WAITING" is your only chance to get it back, although it will take a long time
for sure, just don't stop instead keep on follow up via their ticket support. Sorry I can't help you with the issues you faced it now.