I think they are overloaded and understaffed.
I think they're utter morons. They're pulling in 1.5% fees on each trade, and they still can't have a functional support team.
What sort of company with several million customers doesn't even have a phone line? There are even people who've complained about no response after they get their account hacked.
I'm 99% sure they're not a scam, but they
should be replacing the "
wallet services" section on their website with "dysfunctional exchange".