Luno and Bitcoin

My first foray into Bitcoin. A nightmare. They decided to "lock" my accounts for security reasons. Despite many interactions with the support team my account is still locked after 11 days. I cannot transact at all and despite all my chats and calls my account remains closed. The reason given is they are "protecting me from being ****med" as maybe I am naïve in dealing with bitcoin. After incredible frustration I asked them to simply return my money. 3 days later the money is still showing in the account and my account is locked. The help and support team now will not assist as "it is being dealt with" I would think that refusing to return my money is ******* and I will be reporting this to the authorities. An absolute disaster. Am I being ****med by LUNO?????