Bad Refunds

Globtrex cannot refund my money which I sent to my Globtrex account. I deposited money to my account and when requesting some of it, they can't give it back. All that was required to give it back was provided by myself, but they can't give me back when I require it because then they have some red fences for deductions. So what is now going to happen to the money I deducted...who's now going to use my hard earned money that I'm liable for?