I had similar problem. They demanded some documents for KYC, and my "address of operation" did not match "address of registration", or something similar. It took me over a month of writing with their support to even get any info WHAT is wrong, then couple of days on chats with them to straighten it out. Terrible system demanding a lot of my energy and time to get back access to MY MONEY. Because of course they blocked withdrawal/payments from my account.