Please help

I joined luno. The services are poor they don't give information on how to apply and how the procedures of luno works. I have deposited money and all they want from me is more money to upgrade my account of which I didn't know off when I asked the agents was so rude to me and told me i didn't ask they only answer what they are asked. Right now I can't withdraw cause now i need to pay 10% of my withdrawal to them of which I don't have cause i had to pay to upgrade fees without my knowledge. I am so disappointed if I knew how they operated then I never would have joined. Now they going to leaf the account until it closes cause i don't have money to pay. Please advice.I would rather have my money back and close the acc. Please help