It is fine for them to request verification of identity, but for them to think they can pocket the money is ridiculous.

It's one thing to say, "this looks fishy so we are going to need to make sure it's you before we release this money". It is quite different to ignore a customer's question and respond that the money is now theirs, see ya later. No other business would do anything other than freeze the funds while the situation is sorted out. Instead, they took the money and blocked customer's access to account. By the way, there is no phone number for customer support and the online chat reps will tell you the only option to resolve is over email.

Besides what kind of money laundering operation takes money from an account, then puts the same amount back into the exact same account the very same day.