So have you two both relieved coins? And is this into the online wallet?
I have seen many people here having problems with ETH. I was jsut wondering, did you send ETH from exchange or from ETH based wallet like Meta Mask? I am starting to think that some people might have scrumbled those two VERY different options together...
I transferred from one of my shared btc / eth wallets which is blockchain. I then added my tx hash as reference and have since emailed all the info again with no reply. I think it's the lack of communication I find frustrating. I was going to put a couple of eth in, but due to getting no reply and a knock of my confidence I have left it at my initial buy in
Have you tried contacting them in the Telegram group? They are quite active there and there is always at least one admin online. I agree their e-mail communication is not the best, but it is to be expected with the load of work they have now...