Do you have the screenshot of their reply? if the answers were the same and they keep telling you about being patient, I guess that no actions were being taken to your concern because of instead giving you an update with your problem they repetitively telling you same thing.
there are too many exchange why you choose to use not popular exchange?
The same question, I don't even know about the existence of this exchange and while there were questions asked about what exchange to use, I wonder how you've been directed to bw.com.
I have had course to use them and so far have not had issues with them, strict on KYC, They are rapidly growing because of the lottery draws they do to buy new coin/tokens which they eventually pump. It is sad they ignore complains from their customers. They are very active on telegram, i would suggest you talk to them directly on telegram.
https://t.me/BW_support