Is this actually going to happen or are they hoping I'm going to forget about it?

I had opened a help ticket about my account being locked away with a number of my money. [Can't take money out]

And had a back-and-forth dialog the whole day, however at the end, they stated they couldn't help me, however I hold pushing and stored displaying them the proof I had.

Now I acquired the next message, are they only hoping I overlook about it?
What do I do, most of my money was in that Binance account, and I came upon it was restricted as I went to transfer to an external wallet.

https://preview.redd.it/2ypt6pyuszz91.png?924&format=png&auto=webp&s=947adbce8ade7c34afd2ce40fb9aa0da4244f912