Since this thread was necroed anyway, might as well reply
The screenshot says "verification status: pending review". So it's clearly a verification problem. Maybe they have strengthened their KYC/AML procedures and you need to send them documents? Also this was during the height of the 2017 bull run, they really were swamped, getting hundreds of thousands of new users that had to be reviewed. So I'm not surprised they didn't respond. All exchanges had that problem around that time.

But was the problem ever resolved?