nowadays its pretty common with any "big company". all requests are handled by contractors with no power, AI and other autoreply. only if you stuck insisting with no answers just involve a lawyer/consumer association for getting assistance...
That's not good advice.
It has only been a few days since OP has had money stuck. A lawyer is expensive. And we all know how slow and inconvenient these customer support systems can be, especially with crypto exchanges.
@OP : I recommend waiting. They will eventually get to your ticket. These exchanges can be very frustrating, I know.