Thanks to all who took a look at this and responded.
So latest update on this one - I never got anything back after logging a support ticket with this place. I jumped on to their LiveChat after a few hours of logging the ticket and was speaking with someone who was looking into why this balance was not reflecting in my online wallet. Said he would email me back when it was fixed. Never heard back from him so today i decided to jump on again and this time explained i had 6 coins i needed to exchange as my mom is moving house and wants to power down all my gear, but would not do it if the system was not working (a lie of course, i have no more coins but worth a shot). Funnily the chat agent said he could see there was a system error and my balance will be credited to my account in 15 minutes. Low and behold 15 minutes later it was credited. A real system glitch or just giving me back my puny balance to try and score the 6 coins? who knows, all i now is the account has now been cleared, i got my funds and will be probably looking elsewhere to exchange any future coins. I have no evidence that this place is a scam and i know first hand systems to misbehave so this may have been a legit reason, but i get a weird vibe from this place which is enough for me to move on.
Thanks again for reading and responding to my post.