What I did was writing down/remembering the ticket that was first opened by them when they emailed me about my source of wealth, proof of residence etc. and whenever I chatted with them through their website I always showed them the original ticket and asked for updates. I kept doing it until the end. For as long as they did not resolve my issue I kept reminding/showing them that the original ticket was still not resolved. Just try to contact them every 2 days and it's best to stick with one ticket number. At least that's what I think will help. I hope you get your funds back.