Depends on the complexity of the situation.
If the money is frozen completely, then need to collect a lot of information and the account will be deactivated after the withdrawal.
Thats something clients might not be happy about. If you will asked them a lot of informations especially personal ones then they might too afraid to try this service. Possibly majority wouldn't agree to this.
Not try to drag your service down but how can you prove that you won't do anything to the informations of the people. I know your negative rating is from different reason however, since you are posting here on forum this could affect your reputation even the case is totally unrelated.