It is unfortunate that you used a wallet that has had a lot of complaints about it. It is not new that they scam their customers' funds under various pretexts. Now if you contact them they will give you new excuses every day instead of providing any kind of solution. Do they now give you any reply or let you know if there is any progress on your complaint? I can email them and see if they reply. I don't really expect much from them. But in the end, everyone has to keep trying.