Sorry to hear that it did not work out for you. You have to keep in mind that their site is still relatively new and their email support team is almost non-existent due to the fact that their are many users trying to contact them. I was honestly having doubts as I too email their support and waiting 2 days to not get a reply. But it was through their twitter that I was able to reach them and able to claim my coins. Currently this site is not making any profits at the moment (maybe just from the transaction fees), as they are backed by private investors and their business plan is to get more users then they will start to add more functionality and other ways to earn both for them and their users. In my opinion they aren't out to get anyone's money, just that the current functions of the site and company are less than perfect. But as with anything else please do your own research!