After successfully deposited funds, the funds were embezzled by the platform

After I made a deposit successfully, the money did not arrive and I asked the customer service, and they said it uses to make up for the loss. I said that I didn’t need to make up for the loss. The customer service said that I could ask the platform to refund it to me. I confirmed that I will not make up for the loss, please refund me. The customer service suddenly changes his words and does not admit it. THe tone is decent. They occupy the investors' fund under the name of formal platform.