If you feel you do the right thing on your end then ask for help by support if your ticket wasn't open for 24 hours create another one . Lots of people having some issue with cryptopia . Its not recommendable anymore since cryptopia system is too slow and support are not as fast as it should be . I can say those things co'z I already experienced it with them , but still for me cryptopia is legit its just with their way to handle this kind of situation . Maybe they need a new developer ( Just saying )  .