Sounds like you are using a custodial wallet. And things like that happen all the time with custodial wallets. Count this as a lesson learned. Not your keys, not your crypto. Also, do keep in mind that blockchains such as that are completely transparent, so any money you send or receive over it can be looked at any time in the future. If that does not sound appealing to you, I would take a look at Monero and cake wallet.