If it was, your problem would have been solved but it is not solved yet. And if the live chat support is not responding to your complains then apply another methods. You can email them if you can get their email from the site or if the representative is active here but I doubt or their social media channels if they are active active there. Freebitco.in fun token has been a problem to many investors and there are many  complains in the announcement and no reply grom the company.
And I don't think they are ready to resolve the problem in the site. They don't even care about their reputation anymore. But some people said they successfully withdraw their fun token after some attempts. So you can still try again.