The 1xbit scammers do not intend to address concerns of the people they scamed otherwise they would never scam them in the first place.
Do not trust anything the 1xbit scammers say, it is important for victims to report them to the police in order to try to shut the website down and in order to try to have the scammers sent to jail.
New message from their support team saying that the transaction is processed but has not been confirmed because the commission fee is to low...
This is really concerning. I requested the transaction hash, but no answer at all.