I've seen quite a lot of people have the exact same problem as you are currently having.

I'd say that they are a scam, at least for now. There is virtually no support available for those who have their withdrawals held up. And a lot of withdrawals above $500 are being held by Cex.io right now.

Hopefully, you are able to get your money back. They are a registired company so that's something positive at least.