Money is locked up on MQL5, Freelancer gone awol

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I wanted an EA developed and awarded to a Freelance, the guy did a Demo EA and sent me. There is a few things we need to fix on his demo and I texted the developer to try and get him to fix the issues. For about 3 days now the guy is not replying. His last activity was on 22 OctI I ended up cancelling the job and now according to the site I need to wait for the developer to reply. I need the EA urgently so I'drather have the money freed to hire another developer than to wait for this developer guy. Please assist as initially this was an urgent job in the first place. This is so frustrating because Service desk never reply to my messages. I sent numerous messages and none of them. I am starting to think because ther is no option for refund. Looks like once you deposit money you are trapped.
 

You requested to cancel the job and it needs developer's confirmation. If he never come back to your project, you need to use Arbitration request to close your job.

note: count of Arbitration requests are displaying as negative point in stats.

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