They will take more time to solve your case it is clear from their reply. So here you have to be patient, as your funds are blocked in their exchange now you have to do everything to get those funds back. This is the biggest problem in using Cex exchange that anytime they decide to block customers funds and give hard time to that crypto user. Hope you get your funds back and withdraw your funds. And from here you will gain experience that how many risks exist in using Cex exchanges.