After back and forth of support directly ignoring the question, I finally got a faint sign of life from them. They wrote:
"We have issues with XVG. Please, wait for further announces."
Progress?

Ah no, Now I remember, it's this: (so, canned response)
Finally after almost a week they answered my Ticket with a cold message:
We have issues with XVG. Please, wait for further announces.
2018-01-26 23:49:30
and obviously it's impossible to reply due "Our queue is full blablabla..."
Ooohhh ... And you are lucky i have not even this answer since before the vacations