They have not resolved your case yet which is really frustrating for a user when his funds are stuck in that exchange. The previous complaints against this exchange were resolved in time, but I don't understand why they are taking so much time this time. When a support agent doesn't see a message for two days, lower your expectations for a quick reply and let them work until they finish all their investigations and give you a chance to withdraw your funds.

I know it's hard to be patient in this situation but give them more time to complete your work till your problem is solved.