It's a scam. I don't have definitive proof, but you really should look services up before using them.
1. Domain registered this year and expiring after 1 year (typical of scam sites).
2. Blacklisted on several online directories.
3. Asking for fees to release funds is only done by scammers. There is no legitimate service that does this.
4. Profile photos of their team are stolen from online (Their "Head of Americas" is used by at least two different authors on Amazon, and other scam profiles).
Many more I don't need to go down as it's pretty obvious already.
One of my concerns is I can’t find any trusted reviews or public information about them.
Do this (address your concerns) before you part with your money in future. Bitcoin is cool, but you really need to do a bit of research first before you dive in.