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.
Well there you have my point regarding all the accusations and random people dropping in who never dealt with the site themselves. Because the rep actually did help me back in the day (same issue as the guy above had regarding no withdrawal options).
Although communication in general is bad (but the whole world is incapable for that matter).