I'm having this same issue right now. I've been waiting a couple weeks and have issued a support request and nothing. I started doing research on the issue and their twitter is blowing up with thousands of people in the same boat as you and I. I feel like I've been dooped. I wish they would just let me transfer my coins back to my private wallet. I feel so stupid for just assuming that they are fine since so many people use their exchange. I really hope it's just backlogged and not something worse...