OK
I just received this reply. Maybe I overreacted. I really think the support service is BAD at the moment. I must say that I have received the BTG and the BCH.
The e-mail that I did receive was this one:
Thank you for your e-mail and apologies for the slow reply. I’m just seeing your e-mail now. As you can imagine, there are many people that want the free coins post-fork and we’re simply overwhelmed with support@ and the manual work that is required.
I believe your withdrawal was approved and sent out yesterday. If you didn’t receive it yet, let me know, I can provide the TXID for your reference.
Nobody is being scammed, that is just your assumption. For every complaint there is a TXID, but I do concede that we’re experiencing delays and there’s a 5000 e-mail backlog in the support system.