Have you contacted their technical support on this matter? I have no problem dealing with them so far. And I feel relatively safe using their exchange.
Their technical support can take five months to respond to a query nowadays.
Most of these crypto exchanges support teams are not doing good in supporting all the issues raised by traders. That could be because of a sudden jump in so many people interested to join these sites to buy and sell. They are getting a good sum of profits from these trades so they must consider to increase their support staff. Not sure which exchange need to use these days for smooth trades.