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!
Did you manage to deal with this problem? It looks like we encountered the same behavior. Are there any known contacts or ways of contacting them besides telegram?