Dear friends,
BW.com are total scammers. Their support for 2 weeks every day repeats the same answers to be patient and that the matter is in solving. I have lost my XRP and VLX. Please beware of that exchcange. They are Chinese and basically do not care of the customers and nothing can be done!
Pass the info around and warn others.
Bw has been around a long time, and recently they backed with Hashnest
but in my experience they are trash, the cloud mining sux, the exchange sux, the customer service sux

cant recommend them for sure, hope your issue gets resolved man : /