Are you suggesting that Ziraxia is a scam website/wallet, and that they will ask for an extraction fee, but once you pay it, your account disappears?
If this is the case, I'm surely not the first one it's happened to. Wouldn't people be leaving complaints of being scammed, just like they do with other sites?
I am suggesting that it is likely a scam wallet and again you've emailed them and they replied and I'll highlight the reply by them to you which serves another sign of warning and red flag.
We do not charge fee to initiate an extraction but is advisable to have transaction activity in your wallet to facilitate the movement of the extraction.
Having this suggestion, they want you to do transaction asap just for what? Extraction? Extraction of what? Most genuine wallets won't say anything like that. All they want you to do is to keep is your private keys and even will remind you to avoid downloading fake wallets to avoid being phished or scammed or hacked. I know it's hard to swallow the pill when it is projecting you the amount of money that you should have. But it's all just a platform that they can edit any amount on someone's wallet.