screwed out of 2BTC by Whale Club

i was up all night playing turbo on whale club and at the end of the night i go to withdraw them and nothing. i got the confirmation email but nothing. so i sent a support ticket. told them what was happening and they voided my btc saying that my profits were the result of a series of "false" trades and that turbo trading was dysfunctional at that time. how is a false trade even possible?