I joined juli 19th of this year. I have bought hashing power multiple times days after. Ether and Dash.
I have had contact with their support 3 times, same reassons as why you contacted them, no pay outs or wrong pay outs. But everytime I got an answer in a few hours. I think they are having "problems" with this upcomming fork august 1st. And they are preparing for that.
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They always told me that their problems are caused by the huge number of customers that they now have. Well, I guess that will sort itself out. The problem only is that everyone has at least 2 years contracts.