Both of them (CEX representative and OP) has been offline for a few days now, I think you will need to wait for a while until this gets resolved (if it ever will). Why don't you move to other services in the first place? I don't think there is a need to stick with CEX.IO since you have no money there.

If you want to trade your BTC for altcoin there are tons of options out there. If I remember correctly some members mention Kucoin if no KYC is what you're looking for. It still works but don't expect it to last forever. If fiat is what you're looking for you can also use dex. Just a little bit complicated but should give you better control over your money.

We respect your decision to share your experience and are very sorry this situation caused you inconvenience.

Our mission at CEX.IO is to safely connect people to opportunities in cryptocurrencies and decentralized finance, serving as a guide alongside their personal journey. We take this responsibility seriously. We value the trust placed in us. There are no shortcuts in our operations or ethics.

Throughout our company’s history, effective and trusted collaboration with global regulators has always been a top priority. Our teams are constantly working to maintain our compliance with evolving regulatory requirements and financial industry standards. You may learn more here: cex.io/legal-security

Let us know your UserID please and we’ll check the status of your case with the team. We haven't got any PMs from you so feel free to drop. us one with the info.

Thanks for your cooperation in advance and we're looking forward to hearing from you.

Since you're likely capable of it, look for some lawyers that deal with digital solutions and cases in your country. They are likely to help you file some cases or make a demand to cex.io to expedite the process that your funds are dealing with.
This is their profile (https://bitcointalk.org/index.php?action=profile;u=148073) they're replying to the accusations that are thrown at them, maybe it'll help if you to contact this account.

Send email message to their support again and ask for the reason for the delay.

If you are legit and did nothing wrong, threaten them with law suit.

If no or no good response from the exchange, consult your lawyer.

If you did nothing wrong, they just want to steal your coins. Not your key not your coin.