Hmmm, I do not want to be the one that brings you bad news, but someone of you already asked the following:

they are an exchange and from what I realize they do not have physical offices in real life and they have more than 30,000 clients. probably they (exchange) must have less than 10 employees to attend support tickets

this explains why all exchange takes centuries to answer support tickets and not to mention that these exchange does not seem to have lawyers to deal with legal issues