We transferred the coins to their wallet, due to the fact that the commission increased sharply - the coins took 2 days instead of 24 hours. Wrote a letter, attached a letter of guarantee - 3 days of silence without a response! We write in telegram - at first they read it - then they stopped reading it altogether!
You are aware that a wave of super high fees is occurring on the Bitcoin network, right?
At this moment, it is highly complicated to guarantee deadlines for bitcoin transactions. You can define a rate now (even if it is high) that is viable for the network, and minutes later it is no longer viable.
We have to be patient, and wait for this moment to pass a little.