I had the same problem happen to me except I attached the required ID's before my wire transfer deposited into my account (to avoid this specific problem) and they replied with "ok". When my funds were finally credited to my account, I traded for btc then went to withdraw the btc and had the same message appear (money hold) for the similar amount of time. I then made another ticket asking what the problem was since I had already verified my ID's, and I attached the ID proof again. It has now been 4 business days and I haven't received a response yet.