Bitlo Failed to Transfer ₺5,000 and Gave No Clear Explanation

I transferred ₺5,000 from my bank account to my Bitlo account, but the funds never appeared. When I contacted support, they claimed a "formal notice" from an unnamed institution prevented them from processing my money. They added that the funds could only be released if this institution sent another notice, yet they couldn’t even specify which institution was involved.

If this is the case, why wasn’t there a warning on the deposit page before I made the transfer? None of my other accounts have been blocked by any institution, so why is Bitlo withholding my funds?

This experience has been extremely disappointing. Bitlo, I demand you resolve this issue immediately and clarify the situation transparently.