What is wrong with this transaction? Help me, please

[adu1t]

Could someone who are good at technical side of Ether help me?
Made a withdrawal to another exchange 22 hours ago https://etherscan.io/tx/0x4810cf82134ff88069ceb10bce42f146dd83f95166dc66a4dd34b90331c040ce
But haven't received my ethers yet.

Support said me: "You can see it's an internal transaction. That means it hasn't finished. The ETH hasn't been to ico365. So you can't see these ETH on ico365."


What does this mean? 22 hours and ETH transaction hasn't finished?
What is an internal transaction?


https://etherscan.io/address/0x354269700b23319ad83ff924a9af7307d652260b (address where I send them)
Here it says that the Balance is 12 ethers. Doesnt that mean that they are came to the destination address?