My Cloudex Crypto Balance Is Locked Despite Paying a $3,700 Swap Fee

I am a user of Cloudex Crypto, and I am currently experiencing a serious problem with my withdrawals. Although my account balance shows a total of $58,850, I have been unable to withdraw this money since Thursday, January 22, 2026. The platform claims that the “swap fee” has not been credited, and therefore, they are demanding an additional swap fee from me. On Thursday, January 22, 2026, at around 5:30 PM, I paid a swap fee of $3,700 in dollars, which corresponds to approximately 164,712 TL, through Enpara Bank in two separate transactions: first 64,712 TL and then 100,000 TL. I have the transaction receipts proving these payments, and I will attach these bank receipts and related screenshots as evidence. Despite this, Cloudex Crypto continues to insist that the swap fee has not been paid and says they cannot pay or credit it. My account and transactions are associated with the ID number 13312899, which I also use to log into the system and carry out trades. I have contacted Cloudex Crypto support via WhatsApp multiple times. Each time, I received the same response: they claim the money only “appears” in my account because the swap fee has not been paid, and they insist on another payment, even though I have already paid $3,700 and submitted proof. As a result, my $58,850 remains inaccessible, and I am unable to use or withdraw it. I request that my verified swap fee payment of $3,700, which I sent via Enpara Bank in two installments (64,712 TL and 100,000 TL), be recognized and that the full amount of $58,850, which is clearly visible in my Cloudex Crypto account, be released to me without demanding any additional swap fee. I want my rightful balance to be paid out to me as soon as possible.