I used your service and my transaction has over 12+ confirmations, but i never received my chips or anything. In the Deposit step it shows no funds either.
It also shows no confirmed transaction on step 1.
From what I remember from doing some tests, have you tried skipping straight to step 2 to see if your chips are there?(don't press ahead to step 3 yet though)
If that doesn't work, you're probably better off waiting for them to respond by email (make sure you have your session token noted down too). Support can take around 3 days to respond sometimes but they're fast at resolving problems once they're aware of them.