Unfortunately, you have nothing left but to be patient and hope that your problem will be solved one day. It is possible that both people who can solve these kinds of problems somehow got into life situations where they had to put their life problems before the work they lead. Of course, this is not something that will satisfy you and others who need customer support, but as long as the whole thing is operational and online, you should not lose hope.

That amount stuck on their site is not too big, and on the other hand, not insignificant either (it depends on where you live), but if it can be a consolation for you, most of us have lost some funds on similar things at some point, especially in the beginning when we were young and inexperienced.