In the future don't use these unknown bitcoin exchanges. Use Coinbase or Crypto.com or Kraken or Gemini, even if they got higher fees. They got more support staff and you won't get issues such as this on their platform.
These would only work properly if you are US citizen I guess. They are definitely among the best but don't be surprised if their customer support is also terrible.
Personally, for most people not in US, I would even just go to Localbitcoins to get my coins. You still KYC there but the escrow and problem resolution is really good from the site.
I would say that every nation has at least one local exchange that is trustworthy, it is the global scams that you have to be careful about. In my nation we have known exchanges and they are all fine, nobody really gets their money stolen from there, then we hear from the news that some exchange I have never heard of before got away with stealing a billion dollars worth of crypto from their users.
First of all I have been in crypto for nearly 9 years now, if I haven't heard of it, that means the billion dollar amount is a lie, I would know all the exchanges in my nation at this point, secondly there are some which has been around for 5+ years at the very least, some even more than that, one has been around since 2014, so if you can't trust that and go to some other place that's a bit on you. Focus on the trustworthiness and the age and you will find good local exchanges.