Very Dissapointed Client

Im very dissapointed in their service,i deposit my money and used the wrong reference as it was my first time i didnt know how to navigate throught the process properley. I wrote an email and they confirmed the funds were recieved and they credited into my account which was fine but now i cant seem to withdraw the funds because there is notification that comes and says ‘withdrawal not permitted at this stage please contact support’ . I have since wrote more than 3 emails which have not been responded/or maybe ignored. Im not sure if they use my funds for interest first while holding on to it My wife and i are super scared we had a sleepless night as this was our planned holday investment. 4 days on we still trying to do one transaction.