So best bet is try to post here or try to send an e-mail to their support (this is most of the time what their on site support will tell you too).
1xbit representatives rarely post in this thread these days since they realised that their excuses to try and justify their scams are pathetic and silly and don't really fool most members of this forum.
This seems to be new case here , because mostly that I read are those words that the site stops collaborating because they found irregularities in that said account and not such case as yours .
This is their most common excuse to justify themselves. He most probably lost his funds in my opinion.