Regardless of their reputation here, they do have a point about the contact form. You should have contacted them first through support not in the forum. Aside from not being active here in Bitcointalk, I don't think they are going through all the post in their forum as well from time to time.
I tried to contact them by chat / forum but the time I posted a message on the forum (I couldn't on the chat as I needed a greater level) the withdrawal was processed.
2fa function wasn't activated but as I said I don't have any problems with my pc , I'm running a scan actually to recheck
You mean the chat with the players? That's the only chat that requires a level.
The live chat support didn't, anyone can chat them there anytime. I'm not using that site, but when you visit it will create an account automatically, so I tried chatting the support and the representative replied within minutes (less than 5mins). If you have contacted them through that, the withdrawal should have been canceled before being confirmed.