Unable to withdraw

The first two figs, one is about the USG deposit way and the other is about my deposit certification.
You can see the chat history between the customer service and me below. I asked this company was called USGFX or USG Global. While the customer service didn’t reply to me directly but answered a lot of useless words. But the first sentence he said introduced that they were USG Global!
The notice on their official web claimed that they could help customers of USGFX withdraw their funds. But why can’t they help their own customers withdraw funds?
At the same time, I can not contact my customer manager. When I asked the customer manager when I could get my money, he just gave me the same answer all the time!