This is exactly what happened to me with a poker company called Fast Poker.
I had to deal with different customer service reps in Costa Rica, Ireland, and the British Virgin Islands who were totally incompetent.
Talk to customer service and find out where the main office is. Then find out what number you need to call for the main office, and at what time.
When you talk to someone there, make sure you get their name and hold them accountable for the problem.
I did this with Fast Poker and finally got the head office in either the UK or Ireland. I got the guy’s name and I called back every day to find out if the problem was solved. Eventually, the guy probably got so sick of talking to me that he was forced to concentrate on solving my problem.
Anyway, it finally worked out and I got my money back.