They finally just responded with this:
"Cryptomus Support Team: Hello. Thanks for waiting.
An AML block has been triggered on your transaction
Can you please let us know if this transaction has been paid? If payment has not been made, please block the application on your
side. This payment will be held.
To confirm the origin of the funds, please answer the following questions in full:
- Through which platform did the funds come to you? If possible, please provide screenshots of the sender's wallet/platform withdrawal history, as well as a link to transaction in the explorer;
- What service you received the funds for;
- The amount of the transaction and the date and time it was executed;
- through which contact person did you communicate with the sender of funds? If possible, please provide screenshots of the correspondence with the sender where we can see the confirmation that the funds were sent.
Please request the following from the person who made the payment:
Screenshot of the output of the platform from which they transferred funds, showing the details of the transaction."