Bitcoin Forum

Friends,
I'm opening this topic to expose what's going on with various users of the Cryptopia exchange. I know we are at a holiday party and many rocks are overloaded, but what Cryptopia is doing with its users is not correct. If there is a problem with the system they need to use their communication channels to warn you what is happening. It's the least respect we can expect. In social networks there are several reports of users who are waiting for more than 15 days without having service. I will update this topic with all the problems that are occurring mainly regarding deposits of some currencies that simply are not credited to the users account.

Starting with the problem that I and several users are passing in relation to the ETN Electroneum coin. Several users have deposited their portfolios for the exchange and have not been credited for a few days. My deposit already has more than 1633 confirmations in Blockchain and simply the coins are not credited to my account. Proof of deposit is at the link below:

https://blockexplorer.electroneum.com/prove/1e251efb652c0570ae3bcdd6a22d475c41284fa5cb75cf1dca1a4070da937dd4/etnjzKFU6ogESSKRZZbdqraPdcKVxEC17Cm1Xvbyy76PARQMmgrgceH4krAH6xmjKwJ3HtSAKuyFm1BBWYqtchtq9tBap8Qr4M/9dfe1823409dca7409f58789ed01e2aa3d4d9f4e1e6af558e7e34d3c490e6b08

In the link below there is the report of the various users who are going through the same problem
https://www.cryptopia.co.nz/Forum/Thread/4024

No warn. No support. No tweets. No forum answers. 40+ wallets is out of date. Deposits are stuck. Very bad.
http://clip2net.com/clip/m534343/8be35-clip-168kb.png

Can confirm deposit i made 2 days ago lost in space. No answer from support. Cryptopia should be named Craptopia.

The cryptopia wallet might be out of sync, on a fork, or have database corruption.

The cryptopia wallet status page shows the Electroneum wallet at a block height of 83679, whereas the Electroneum block explorer shows the latest block heigh is 83717. That makes it over 30 blocks out of sync with the network.

This is the cryptopia wallet status page

https://www.cryptopia.co.nz/CoinInfo/?coin=ETN

This is the block explorer.

https://blockexplorer.electroneum.com/

The cryptopia Electroneum wallet only has one connection, while most of the other coins wallets have numerous connections. That one connection being out of sync with the rest of the network could be causing your problems.

Try contacting cryptopia and pointing out that discrepancy in block heights, there must be some problem causing the discrepancy, possibly either a node out of sync, a fork. or database corruption.

There's quite a few sync issues, and database corruption problems being discussed on the Electroneum github.

https://github.com/electroneum/electroneum/issues

There are several users with the same problem, we created a thread in the Cryptopia forum to try to solve it, join us:
https://www.cryptopia.co.nz/Forum/Thread/4024

If it was just a minor problem.  Sure, it happens.  Taking a while to answer support tickets, sure it happens.  

For almost all of the posts in the forums to be about missing deposits, missing withdraws, not limited to any few coins,  it is many many coins.

The problem is when they advise of a 12 day window in responding to tickets, yet numerous people are over 3 weeks and still have not heard anything from their support.  

Not only do they not respond to most people.  If you try to bring it up on their discord channel, you get banned.  

But the absolute worst part that I am reading on their own forums.. Since their server upgrade at Christmas, tickets for withdraws that do not show have been answered and verified by the user.  I have yet to see ANY posts from people from Dec. 26th 2017 to current that has a missing deposit and has either finally gotten a message on their support ticket or has received their coins back.

Furthermore,  this is not the exception to the rule.  It seems to be the new rule,  I am not sure if the owners do not care about the image that they are giving themselves, or if they do not care because of the huge volume of new users that they can afford to skim large deposits from people.  Especially, since they specifically include that even problems caused by them, they cannot be held responsible for.

Except, that might fool many people that are ignorant of consumer financial protection legislation.  Which in New Zealand, where Cryptopia is based in Christchurch, does offer consumer financial securities protection through the Financial Markets Conduct Act 2013.  

Since they fall under the category of operating a value transfer service, and they are registered under New Zealand's Financial Services Registry, and fall under the enforcement of the New Zealand Financial Market's Authority.  

Under part 4, section 28 of the Consumer Guarantees Act of 1993 services supplied by Cryptopia are guaranteed to be done with reasonable care and skill.  Fortunately, for us as customers of Cryptopia we are guaranteed certain consumer protections under New Zealand law since they are a value transfer service.  

They must guarantee certain protections to consumers, whether or not we are citizens, or residents of New Zealand.  Furthermore, they can also incur civil liability due to an omission, which would include not advising your customers that there are problems with deposits after their infrastructure upgrade.  

I keep waiting since december 23.  I did not know they were updating the servers. They should have closed users' access to do this.

My transaction was perfect, it could only have been their problem.


My Wallet:
https://imgur.com/a/RgbLs


Prove of my transaction:
https://blockexplorer.electroneum.com/prove/1e251efb652c0570ae3bcdd6a22d475c41284fa5cb75cf1dca1a4070da937dd4/etnjzKFU6ogESSKRZZbdqraPdcKVxEC17Cm1Xvbyy76PARQMmgrgceH4krAH6xmjKwJ3HtSAKuyFm1BBWYqtchtq9tBap8Qr4M/9dfe1823409dca7409f58789ed01e2aa3d4d9f4e1e6af558e7e34d3c490e6b08

I am having the same problem whith them for a ETH deposit. I can see my founds on my Cryptopia ETH adress whith etherscan, but not on my acount. Wating for support to reply since over 3 weeks. 

Glad I found this thread.  I was just about to send funds to Cryptopia for trading.  Will find another exchange for trading.

Guys,

this time the news is good.

My deposit was credited to my account. I waited for 30 days, but today, I went in and saw that the coins were in my wallet.

What happened was that they had a big problem with one of the first pumps made by John McAfee, since they were the only exchange that traded #ETN. They ended up growing very fast, increased more than 10 times access in a short time. This happened during the holiday season. They have not come back with the LTC and DOGE trades. Have patience and do not forget to open a support ticket and charge in their forum that even in the delay you will receive the coins. I received it, I believe you will too.

Happy for you man! i havent receive my coins since first of january , this makes me so crazy and restrained me trading good coins at low price :( crytopia is a just dissapointing!!

My ETH does still not show and still no responce from support.
I'm trying to stay polite whith them.

Doesnt matter you are polite or not , they dont respond . I have been polite with them since first of january , they havent reply yet. When did you deposit ?

If support of cryptopia doesn't respond, you can ask on forum or chat. In many cases mods and users can help in figuring out issues. Mostly slow network or upgrading wallets by devs are causing delays. So it is better to wait a few days before opening a support ticket or asking first in chat or forum.
Great to see such a detailed feedback of you. Many OP just leave their threads, when their issues are solved.

Their forum is flooded with threads from users unable to withdraw.

I got problem with withdrawal btc. Others got with ETH,BTC,OMG... almost every alt got problems
Support... well there is no support

If you wanted to use cryptopia - hold horses, hold your deposits (there are also threads abt missing deposits).

Something is not right.

Few days ago there was info

"Dear Valued Customer,

Unfortunately, our current bank has notified us that they intend to close our NZDT account on 9 February. Due to this, we are announcing an immediate halt to NZDT deposits from COB today and we are asking all customers to cease sending NZD deposits to our NZDT account.

We will continue to send withdrawals up until the 9th of February if you wish to withdraw your NZDT balance. We will also place a significant sell wall on the BTC/NZDT market at a very competitive market rate to enable any users currently holding NZDT to be able to convert this to BTC at the best rates available in NZ.

Due to the extremely short notice from the bank (and little opportunity to present our case and provide compliance documentation to demonstrate our commitment to the applicable regulations), we believe this is the best course of action to protect our users.

While we are working hard to secure alternative banking services, we have to prepare for the possibility that there may be a period of time between this closure and being able to provide these services again in future.

Rest assured, Cryptopia is committed to ensuring our users remain the top priority and have access to their funds at all times. This notice is a precautionary measure and we remain hopeful that we will be able to resolve this prior to the 9th February deadline with either an extension from our current bank, or an alternative solution to ensure you can continue to trade using NZDT.

We are focused on securing lasting and open relationships with bank providers so that this will not happen again in future. Whilst some exchanges choose to operate by opening bank accounts without being transparent (and running these until they get shut down), we believe this exposes us and our customers to greater risk and uncertainty.

We do apologise for any inconvenience this causes you whilst we work hard to resolve this challenge.

Best wishes The Cryptopia Team"

Taking the above message from Cryptopia - for me it is some red light - that they got legal problem in NZ.

This does not necessarily mean that Cryptopia has legal problems. Many banks boycott cryptocurrency trading. The handling by Cryptopia clearly shows, that the service is correct and customer-friendly. At least it's not worth a red light for me.
But you are right, we need to watch the problems with withdrawals. I had no problem yet and am very pleased by their service and also the support.

How you can be happy with their support , they dont reply to support tickets i have been waiting more than a month for my deposit to be appeared still didnt receive them. Obviously no possible to withdraw coins since problem occurs during withdrawal as well.

If waiting 30 days for a deposit to go through is "good news" to you, then your bar is set pretty effin low.

I don't care what the reason for it is, if you are running an exchange and handling people's money and then have major problems with transactions where people are waiting a month for a transaction to complete (or losing funds altogether) then you don't know what you're doing and shouldn't be running an exchange.

Screw Cryptopia, I am done with them.

You can't call a website a "scam" like this. Nowadays people use the word scam everywhere they can insert it. They may have a maintenance running, or any problem that may occur. It doesn't team doesn't give a sh*t about it. They are surely working on this... (This comment above).
Until now I have never got any problem with Cryptopia, while I understand some users have a problem, calling them a "scam" because you have a problem is wrong.
But hey, I guess you don't have any problem at all and just wanted to spam your referral link

Well, if the problems have arisen from an excess of success, the probabilities of this being the prelude of an exit scam are very low. Everything should go back to normality. Of course, it is quite outrageous that a customer loses control over his own funds for a while...

I have no problems with Cryptopia,deposits work fine withdraws proceeded fast,faster than bittrex
No problem with trading
Gate is yet another binance bis hype,soon down

Cryptopia's platform sucks. Their support is worse. Trade cautiously.

Cryptopia was my favorite exchanger with smooth deposit and withdraw, active chat and forum. After I saw all the complaints the last days/weeks I looked around in forum and chat and you are right. There seems to be no support anymore. Many complaints and support questions are unanswered. I hope, they will return soon to their old good service. Until this point I will only deposit little funds.

This is exactly my same approach. However, there are coins which are listed only there or so, so if you are in those coins you need to stay there, just trying to limit the parked funds there.

DO NOT USE THIS EXCHANGE.

I lost hundreds of dollars and I'm reading how some have lost thousands. Pending withdrawals, withdrawals with fake transaction IDs, deposits that never show up, and of course support never responds to anyone. The few people who claim they are getting responses from support make me think they are either fake users just trying to do damage control for the bad reviews Cryptopia is getting, or that Cryptopia is favoring some users over others. Either way, this is bad business practice and at the end of the day people are losing their coins to this company.

THEY ARE SCAMMING PEOPLE, PLAIN AND SIMPLE.

Man , i do understand your concern but i m the one get support from crytopia after 35 days . I m not working for cryptopia ,i had deposit problem and raised many ticket to get respond.And i got reply after 35 days and my deposit has been credited. I know it is frustrating but  you need to wait .

Would second to this. My friend had problem with withdrawing OMG last week, and their support didn't reply for 4 days atleast. I never had problem with them tho, deposit withdrawal was all fine, but I moved to binance last month and well they certainly are better.

35 days dude and you are happy with their service?  I don't know how they stay in business.  Exchanges like this should have a red flag on their website.

I file a complaint with New Zeland FMA and below  is their response:

" Dear xxx,

Thank you for contacting the Financial Markets Authority (FMA) with regard to Cryptopia Limited. Cryptopia Limited is currently registered on the Financial Service Providers Register (FSPR) (see below for an explanation of the FSPR) and is a member of the Financial Dispute Resolution Scheme DRS: http://www.fdr.org.nz. Membership in a DRS provides customers with an avenue for redress when a dispute arises with their financial service provider; this service is free to consumers. The DRS may be able to assist you in this matter, however you must take your complaint to the company in question first. I have passed your complaint on to them but have removed your personal details as we did not have consent to pass these on.

The Financial Service Providers (Registration and Disputes Resolution) Act 2008 requires a company that is carrying on the business of providing financial services in or from New Zealand to be registered and the company name to be listed on the Financial Service Providers Register (FSPR) which can be found at www.fspr.govt.nz. Entities are only able to be registered on the FSPR if they are actually providing financial services from a place of business in NZ.

The FSPR was set up to allow the public to check if FSPs are registered, their business address, the types of financial services FSPs are registered to provide and whether they belong to a dispute resolution scheme [DRS]. However being registered does not involve any licensing or determination by an authority that a FSP is a fit and proper person and is no guarantee that a company is currently operating in NZ.

Kind regards,

Kirsty McKenzie "


So this is information for anyone who wants to take matters forward. I think patience is a virtue, but waiting a month for a single support ticket to be answered is PATIENCE ENOUGH!! .. ok, so I have couple weeks to go before I file DRS... LOL

Thank you for the insight  I have about $5000 in coins stuck in transaction over a week.  My coins never left cryptopia.  My balance says I still have these coins but I can't access them since it's stuck on processing.  I waited over a week and their response was 35 days before a support ticket can be replied.  When the time comes I will keep your report in mind

I didnt say i m happy ,but they are going to reply for sure . I have missed many oppurtinity for buy coins at dip becoz of this reason . I suggest you to wait and patience even 35 days just like me.

The coin dropped 50% while cryptopia has my coin hostage.   .2 bitcoins down the drain.  Wait patiently for my $5000 worth of coins going down the drain.   ???

Yeah man , as i said i missed many opportinity to buy alts . But had nothing to do , they dont have enough personels to reply huge amount users support tickets and they are aware of it . As we are users  ,of course we are expecting much better service..

There are still people who have missing funds for months.  You can't get shitter than Cryptopia.  No other exchange I have dealt with has crap service like Cryptopia besides coinsmarkets.  At least coinsmarkets replied to support before getting trashed.  I won't be using cryptopia once I get my coins.  It's too much hassle.  People should be informed not to trade there.  There are much better exchange besides cryptopia. All these shit coins just aren't worth it.

I'm having an issue where my crowdcoin deposits have suddenly stopped showing up on the exchange.
Looking at the block explorer I can clearly see the wallet has received those coins, but they aren't showing up on the exchange....
Nearly 24 hours and no response from support...

This is nonsense.

I have problems with CRC too. Sent a small amount (fortunately) last Sunday and it is stuck at 18/20 confirmation. Looking at all complaints against Cryptopia I am thinking about leaving the exchange, but I just don't want all my coins to be lost now.

My coins made it through today, with no explanation why there was any delay.. supports doesn't like to answer tickets.

Don't trade on Cryptopia.

I've got into trouble twice last 2 week there. Both in withdrawal

First was canceled after 4 days of "processing".
Second is still in "Processing" state from 8 feb 2018:

3054979    SCT   1059.13434661   0.01000000 Processing ... 8/02/2018 9:27:00 PM

Support doesn't reply... :(

The forum at Cryptopia is full of stories from people waiting weeks or even months for their money. :(

I can only confirm the issues with this exchange. Most of the deposits are delayed up to several days. I still have deposits of different coins the are stuck with 17 confirmation for more than 3 weeks.
Support does not answer the tickets (oldest one is more than 2 months).
Strange is that some of the delayed deposits (but not all) just appear in a batch after the exchange rate drops by 5-10%. This looks for me like a scam that is done on purpose.
Be careful them!

Same i deposit Ethereum and cryptopia keeps handling their customers like shit, it says that i deposit money and confirmed a depositv of total 0.00000000 so they confirmed nothing
 http://www.bilder-upload.eu/show.php?file=292f18-1518776014.png

I am having the same problem with some Ark and some Tok, (pending for 8 days). Never had problems before and support was efficient last year. Could be a growth problem. In the meantime is there a pattern (like is it affecting all coins or is it possible to withdraw some coins without too much trouble);

Cryptopia is looking more like a scam now.

I'm also having problems with withdrawels. Here's what I found in Cryptopia forum.


I hope this issue gets resolved fast, it's more than annoying because people could be losing money due to the long processing time.

Cheers
kirmizz

The main thing I have noticed is a pattern either pointing at a scheme structure, or insolvency of that exchange. I see that some people after a while manage to successfully withdraw their coins, while others keep waiting for weeks without any sign of improvement or response from Cryptopia itself. It's basically them using the coins that people deposit, let everything accumulate for a while, and then use these coins to allow others with pending withdrawals to finally cash out. I however don't understand why people keep using this exchange after everything that's going on. How difficult is it to just do a few minutes worth of Googling to find out that this exchange should be avoided at any cost?

Yes that was my guess.   Cryptopia doesn't have enough coins to pay for my withdraw.

Cryptopia is the only exchange that a lot of coins can be sold on, so maybe they feel like they have no choice and think it's worth the risk initially, until it's not.

It is so irritating that I am waiting for 15 days and they don't even have a courtesy to respond.

my MONK is stuck processing, they keep stake rewards, and I get nothing... I will never ever use that shit again

I've been waitin 1 month.  No support no coins.  NONE!   The worst exchange.   I am out .57 bitcoins.

I know. This just sucks. With the market like Crypto and the overall volatility involved, keeping coins hostage for a month is too much.

Cryptopia stolen my 2080 XEM (support ticket #210878), 413 UBQ (#219316).
All proofs from explorers and depo log i add to support tickets. They cant answer more than 1.5 weeks.
NXS withdraw stuck more than 4 days.
Whats going on??? Scam???

Please complain to fdrs.co.nz.

See here https://bitcointalk.org/index.php?topic=2985356.msg31674494#msg31674494

In my case finally after nearly 20 days the support reacted to my ticket promising to forward it to an admin who can re-broadcast my withdrawal that stucked somehow. Now I'm waiting for being this done.

But I think it should be appreciated that Cryptopia announced in automatic-responder that their the ticket submitted will take about 15-20 working days which is in range of the time of any response as I see now. I think they have some bad days in their system ...

It's 3 weeks tomorrow for me and they only responded, which is acknowledge they received the ticket, not resolve it, because I complained to fdrs.co.nz. Go, figure. They hold funds hostage intentionally to get dividend payments which belong to us. Theft in daylight.

I contacted FDRS.  I got no response from FDRS for a week now.  Cryptopia still hasn't responded to my ticket over a month.

They canceled today the withdrawals stuck in processing, at least for me and some other reports, please check.

What does that mean though? Can we reinitiate withdrawal again? Or will that be stuck again forever?

I got BTX and Onions out in a few minutes. Again, that simply means there were no technical issues and they intentional held funds hostage.

Its been 45 days, and 3 emails.

I still have 1 account at cryptopia where i sent 22 LTC to a BTC adress, and you still havent answered or recovered my funds.

Why dont you care?

And then i have one i lost access to, with 12 ZEC


You dont give a shit about your customers.

Some coins that had been stuck for weeks in processing were available again for me today. But I still have some ARK stuck (and it's been 5 weeks), when you want to send a DPOS coin to your wallet, it's more than annoying, but I will admit that I had no problem with withdrawing a variety of coins over the last two weeks, everything arrived pretty quickly. I think it may have had to do with the quick growth of trafic we experienced a few weeks ago, Kucoin had similar issues on some cryptos. Communications from exchanges having this type of problems however somewhat sucks.

Got BTX and Onions out today.

Will never use this scam exchange again. And I'm convinced they are insolvent, thus stealing dividends, bounty and airdrops. I lost about 1000$ for funds they held hostage.

Stay away from these scammers!

In your case, if I understand it correctly, nobody will be able to help you recover your LTC since you sent them to wrong address. Is that right? You mentioned you sent them to a BTC address.

Yes, if you sent coins to any wrong address, it's your fault. We all know that in crypto nobody is responsible for our mistakes, done means done

So after 1 month and 8 days my withdraw was cancelled.  No masternode rewards over a month.  From .57 bitcoin at the time of purchase to .17 bitcoins worth of coins now.  Not even reply from their support or an apology.

I haven't sold my coins yet but I will then bye bye cryptopia.

The worst exchange on the net today.  It might not be a scam but just as bad.

Cryptopia seems to have got their stuff together. My withdrawal was pretty much instant.

I'm still not buying it how good a opprtunity.  I lost $4000 after Cryptopia held my coins over a month.  In crypto anything can happen in days let alone months.

They still have problems, transactions are still delayed, but it seems they go through now after half a day.

IF they can't handle the volume they should stop listing new coins and stop new accounts.  They are quick to take your money but won't take responsibility.  I remember when Japan's exchange was hacked couple of months ago they reimbursed hundreds of millions of dollars to people who were hacked.  You won't get that with Cryptopia while cryptopia was clearing 1 million in revenue a day.

Many people lost money.  People aren't dying to come back to cryptopia even if they are back to normal.  I for one never going to trade there again even if opportunity arise.

Not to mention how Cryptopia handled the situation was really unprofessional.

They have people here attacking customers and boasting their exchange.  Deleting threads at Cryptopia forums with real issues at hand.  There attitude is it's your fault for buying crypto.  Not even an apology nor reimbursement for people's loses due to their negligence.  Cryptopia employees making multiple accounts trolling customers.

They might not be a scam but not an exchange people should be trading.

Do you really want to trade here after the ordeal you went through?   It's just not worth it for shitcoins.  Any established coins and up and coming coins are already @ bittrex.

Totally agree with you. It was frustrating to buy coins @ 200% more price and wait for them to get to the account, while the whole market was bleeding :(

karma.... Karma is fked up thing, sooner or later will catch you... and boy you have build so much (not positive) karma arround yourself... 

Karma is a concept for people who believe to get reborn as a chicken in the next life. Not the brightest I must say.

You will tell us more soon how does it work,  after 3rd degree burns (metaphorically) cause your shitposting and deceiving people... karma... fked up thing

I rather think you're going under with your fked up shitonions. But there is hope. Next life as a chicken. All the best  ;D

So miserably person, I really suspect even if your mother really likes you... You will be remmembered by people who you did screw. You are basicly rotten scammer...I wish you...karma...  :D

Miserable?  :D Hey, afterlife chicken, why don't you ask the ponzi onion guys about screwing people?  ::)

And yes, hope that this scam will be remembered, but first a lot more people got burnt with the final sell-off in 4 weeks.

I will wait this 4 weeks to pass and then I will fak you till you live

Try to work a bit on your English before that. And use the corresponding topic instead of spamming other threads. Good luck!

Cryptopia is back on track and solved the problem couple weeks ago. Good to see them back.

You must not trade Electroneum on Cryptopia.  Been waiting almost a month now for a deposit and they still have not fixed their wallet.

Hopefully all the dust has settled down I guess. So is it safe now to trade on Cryptopia?

Looks like it works ok again. But I would not trust them again with any funds of some real value. Lesson learnt.

[[/center]
Befor two mouth i sedn on Cryptopia litebit coin ,whaiting 28 days and lose half of my money . OK no problem .. ,befor i do that i check the coin on coin INFO - PERFECT . Wallet = PERFECT .. and i made one small transaction it wos 5 min and after that big one ... 28 days . No Maintenance , no info about that .. ok no problem
and now whit my stupit heat i told my self ok lets try again thay have new support thay post everyting is fine now .. guess what ....
SAME FUCKING PROBLEM . I send coin ,befor that check coin info ..check history .no Maintenance make small transaction befor that aaaandd same fucking story .. i lose already 20 % of my money and probably that will be half of my money untill the end

It really depends on the coin you're trading.
After I deposit ZEN Cryptopia changed this coin to maintenance. I see a zero balance on my account, although I should have there 4 weeks of mining. I can not access my funds. The exchange rate has dropped already by 30%.
Answer Cryptopia: "Please rest assured though, all transactions will proceed as normal once this status is lifted"
But WHEN will the status be lifted?
How long normally take such maintenance breaks?

Well, I did submit tickets. The support team answers:"once the maintenance status is lifted you will be able to access your funds" and they set my ticket to "RESOLVED"  >:(
This is now the second week! I still have no access to all my ZenCash, to me this is not resolved at all.
But what else can I do?  ???

Just wait until the maintenance stage should completed before you acces to the funds. Did they mentioned any specific ETA for how long it will take for schedule maintenance. There is no choice for us we have until they resolve it.

I too am a regular user of cryptopia. I've experienced a few issues but were addressed nicely by cryptopia as well. Now I'm concerned about my eth withdrawal so that means heading off to cryptopia support [again] for answers

Did they answer your ticket?
I've been waiting for weeks... ETH missing from Topias wallet, in WD history it shows the transaction is complete but no ETH has arrived to my wallet nor the TXID provided by them is valid. Been using Topia for a good year and had a good impression about them, but the lack of communication on their part makes me question alot of things... are they too greedy to hire more people who can work as support or what is their issue I wonder...

Mine was resolved. Support said that my request “failed to broadcast” and so i was given a refund. My eth is now in my destination wallet. Send them screenshots of your transaction. Check your withdrawals log and send them that too. Maybe they can investigate and give you a decent answer for your concern....