I promised them to support if they solve problem,   I transferred elixir yesterday,  the transfer was not seen anywhere, not in wallet, not in explorer,  I opened a ticket and contacted them on Face, they told me that Ether network was under heavy load the that caused the problem,  asked to wait some time,   today I woke up and funds was in my wallet,  ticket was closed and apologize letter was inside.  
So that was fast enough,  if you have the same problems with eth or erc20 tokens, let them know and give them time.
I think they don't have enough people to handle more serious problems quickly.  
HITBTC had the same problem but they slowly started to solve everything.

They are small exchange and you have to expect that kind of things.