do banks hold money online payment from other countries

[algerino]

im a drop shipper i used paypro and after some payments a large payment was done and paypro instead of releasing me the money like a normal payment processor they said that the bank holded it. They now demand me the mask copy of a customer and say that its needed to process your order. However, I already shipped out and the customer, who should be anxious has not given me the card's front image. What do I do now? On the agreement there weren't any legal terms which mentioned of paypro holding the money until some unforeseen circumstances occurred. The problem is I am not aliexpress or alibaba where customers can trust me so much.
the payment was made via website (online payment like credit/debit card) and the bank hold it, which paypro says they cannot control.
-> he said to me a mask copy is a front image of a card with last 4 digits name and expiry date visible