@jaki01, This is really unfortunate situation and literally this kind of actions can create an negative environment because they promise for the great service but when challenge arise they just play games.
And when we are aiming for the Decentralised World we are getting more and more centralised system where we have to do heavy KYC process and also after KYC also we are not eligible.
I always hate exchanges because initially i also lost my funds (small amount) with one of the exchange and after that i never used it, inturn i use the Blocktrades which is really awesome in my opinion.
Let's hope and wish that soon team will going to get back to you and refund will be happen. But literally this should not be the situation and once you've send an clear video then asking again and again sounds really joke.
Wishing you an great day and stay blessed.