I heard CEX.io before this exchange is not that popular here in the forum since most user here use decentralized exchange or the top exchange only when it comes to CEX such as Binance.

If I’m on your situation then I will keep contacting them through their live support until I get a decent answer. If all that you mention above doesn’t gave you any response then I suggest to try contacting them through their telegram group https://t.me/CEX_IO until an admin notice your concern and help you. Nothing beats public complaint to get the attention of their support.