I submitted a "ticket" to them:

[i]I find it almost offensive that you require "paper" proof of residency.   What is the purpose of this? I do ALL of my accounting and taxes in a digital format, and seriously doubt that I own a piece of paper for this purpose. Of course, I can just print one out.  But I don't want to.

Bitcoin is a digital currency. Right?  If you require me to print out a paper copy of some kind of "proof of residency," then I believe you do not quite understand digital currencies, and have simply set up this exchange in the hopes of making money from those who (largely) do understand and appreciate them. That's all fine, so long as you are secure, reliable, and have good customer support.  But you should remove the (emphasized-in-bold-font) word "paper" from your requirement for proof of residency so as not to appear uneducated.

Regarding customer support, instead of simply offering "tickets,"  like a gaming server run by a teenager, you need live chat support backed by the ability to write a ticket.

Best wishes for you success![/i]