You got the reply, hope they will check everything soon and solve your problem. Cex.io representative has also already replied to you, which means that their team has taken this issue seriously regarding your problem. This is a lesson to all crypto users why not to keep funds in exchanges for long term, as exchanges change their T&C from time to time if they face any kind of legal problems. Anyway, hope they solve your problem soon, so wait for their next reply.