PayUMoney — Regarding my settlement amount was put on hold

I have received amt of 34, 000 Using pay u payment link from credit credit from my merchant, they have deducted the charges 2.36% but not settled my amount now saying your transaction was on hold for risk & diligence
I have submitted all invoices and explained my business still no response they are saying we have raised new ticket and our respective team will reach which was not at all happening. Please resolve it and get back my amount
It was my hard earned money they are not providing any resolution each time they they are saying a ticket was raised and concerned team will reach you out but not at all happening
I was in very urgent need of money Please help me to get my money