Withdrawal status development

Mkj or MT4 customer service sent a message on WhatsApp informing me that the funds have been remitted and sitting in a bank waitingfor the 20% deposit and if the payment is not received then all the funds will be absorbed by them. I have requested multiple times for a company policy as a reference and they said there is none. How does one know about these rules when they haven’t been informed at thepoint of registration and account activation? They refused to escalate this to their manager and kept claiming that they are just passing on the message from their finance department. I also requested for evidence on this and they ignored my request and kept saying that this is the process. The guy that got me into this conveniently had some remittance receipts to show me when I told him about my situation. However the screenshots weren’t in full and it doesn’t make sense. So it could be true or false. There is no head or tail to know if it is real. He tried to convince me that it’s legit and that we should find a way to get the funds out. He offered to pay $5K USD and that i have to find the balance myself. I did not ask for his help in the first place and I can’t help but think that he is still trying to play innocent and scam me further. Please can I get some assistance in resolving this?