That's what OP forwarded me to the Telegram. Most probably he isn't aware of how to post images and he doesn't have enough activity to do so. I am posting on behalf of OP, not sure if this is real or fake. But recently a fee scam accusation popped up against the coin deal.

@OP, have you replied to their email? According to them, there was a technical issue as they said in the mail. Did you try to withdraw again? Or still balance is ZERO?