KuCoin Deposit Lost - Money Not Credited Due To Memo Issue

I am writing to report a serious problem with a TON deposit I made to my KuCoin account, which has still not been properly credited. Today, I deposited a total of 10 TON to KuCoin by going to the deposit page, searching for TON in the main section, copying the deposit address shown there, and then sending 10 TON from my Tonkeeper wallet to that address. However, only 0.6 TON has been returned to me and the remaining 9.4 TON is still missing. After noticing that the 10 TON was not credited, I contacted KuCoin online support and opened a ticket with the number #10415880 under the title “Deposit not received.” I provided the transaction ID, the receiving address, and screenshots as requested. In response, KuCoin support informed me that the memo was not entered correctly and that, for this reason, they cannot credit my deposit and that the funds are “stuck in the blockchain.” They also stated they are unable to handle the issue for me and only 0.6 TON was returned, while the rest of my deposit remains uncredited. I do not find this response acceptable. I followed the KuCoin deposit page, used the address provided there, and acted in good faith to make this deposit. I am now facing a loss of 9.4 TON, which is a serious and stressful situation for me. I request that KuCoin recheck my deposit, review ticket #10415880 carefully, and credit the remaining 9.4 TON to my KuCoin account or otherwise return it to me. My name is Anas A*** and I kindly request your urgent help to resolve this issue as soon as possible and to ensure that customers do not lose their assets in such situations in the future.