Hi,
Did contact support. They gave me a very simple answer on how to do a transaction but did not go into detail for my problem.. After a second ticket to support they appear to be very helpful. I am sure it is not a scam but that this issue is due to their increase in business.
Still hoping to get this solved.
Also see other Bitstmap topics for more support on your issue. Hazek is their contact on this forum.
Good luck.
Edit: