account verification and fund withdrawal

Hi i opened account on october 5th, was using mobile while setting up everything, followed the steps and provided the info, wired 25k dollars, and bough gold, everything seemed ok, like 2 w ago sold a few grams and can't, redeem money back.
I would like to keep the service but if it can't verified be straightforward and common sense about it, either return my funds or verify the thing.

Been going back and forth with cs, this past weeks, but it seems ineffective.

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