Try to contact TheBomber999 by sending a personal message and ask for help about the issue. He seems to be part of Bitgrail team based on his answers in the scam accusation about Bitgrail before [HERE]. Another option is to contact them through Twitter and /0BXCNTjtAN]Telegram as mentioned here https://twitter.com/BitGrail/status/947870663846584320.
As mentioned before the Telegram helpdesk is not very tolerant, nor very helpfull. I will try to contact him though. So far I have gotten nowhere but I might trying contacting him. Thanks for your reply.