What kinda service do you run?
I've opened 3 different BTC -> ETH transactions and sent bitcoins to these 3 deposit addresses in one tx. And only one of my transaction confirmed  & I got ETH for it.
2 others are still waiting...

You should really consider my scenario and check the deposits properly. I've been waiting for at least 3 hours since my deposit confirmed...

ps: Yes I've left message on your chat & submitted help form...