"Our service aims to make most deposits happen instantly - within a matter of seconds in ideal cases, and in an absolute worst-case scenario we will still aim to have funds into your exchange account before a stated maximum deadline (on average about 60 minutes depending on various conditions). We are an agent of the exchanges. So, when you pay us, you have effectively paid the exchange. If we screw up and fail to deliver on time, we will always investigate and we will always refund our fees. Our service should never take longer than other means of deposit into an exchange account. "
I have never heard of anyone having to wait that long and its totally against everything they stand for and strive to provide so I would hope they would compensate back the transaction fees at the very least.