It's clear from their customer support reps' reply that they are quite new to Bitcoin and how it works. Anastasija tells you that, on average, it takes one hour for a bitcoin transaction to be confirmed. That's not correct. She probably thought of transaction finality. Many sources have claimed throughout the years that a bitcoin transaction requires 6 confirmations to be considered final and irreversible. Assuming that, on average, a new block is found every 10 minutes, a bitcoin transaction will reach finality in one hour, but the first confirmation, on average comes after 10 minutes assuming that high-enough fees were spent.