I just tried to follow their KYC procedure, but had to wait for ages staring at a webcam screen. I eventually got annoyed and cancelled the session. They should have automated this process like others do (Coinbase) or hire more people to handle this.  
I've instead asked them for a refund of my 0.5 ETH I hope they'll respond properly

Edit: eventually I got through the KYC process. Now awaiting the token release, happy customer!