That seems very strange. Because they are licensed by the UK FCA under the "emoney regulations" I think you should be able to take the case to the financial ser

That seems very strange. Because they are licensed by the UK FCA under the "emoney regulations" I think you should be able to take the case to the financial services ombudsman if you are a UK client, have made a complaint and they haven't resolved it to your satisfaction. Most other European countries would have a similar setup.