You should create a ticket for the support team. This is the fastest way to get help. Also, go to their telegram channel to contact the admin directly. If you move right into the address, there is nothing to worry about, they will solve it.
I also encountered the case of transferring NEO to OKex exchange, but account did not have credit. After a short time, the support team has also resolved.
You should not worry, make a ticket and wait 1-2 days.
Hope you get good results, please reply here if you have solved the problem.
Good luck my friend.