Nexo stole my funds

Hello! First post here and I need your help. Yesterday I've made a BTC withdrawal transaction from my Nexo wallet to Binance. Funds were deducted from Nexo but they were never credited to the destination wallet (The address was ok, I copy/paste). The weirdest thing is that TxID provided by Nexo doesn't exists on blockchain. I already created 3 support tickets and talk via chat, but all they say is that technical team has to review it and I have to wait. It has been 24 hours since I made the transaction and I still do not have my funds and meanwhile BTC price keeps dropping and I don't have access to my funds. ​ What do you think about? Why they can subtract funds from an account without a valid blockchain transaction and why they don't solve a problem like this immediatly?