Never used them. But the fact that the bitcoins were moved to another address might mean that they moved it to a cold wallet: a different wallet to insure they are not easily withdraw. Important is to check if your balance is still the same. Anyway, message them again.
Well when I goto withdraw a larger amount then it says, it tells me that my online hot wallet doesn't have enough, and they have a wallet that is not online to ensure security apparently. But the transactions are up to something like 83 confirmations which seems alot! don't know if that's any relevance though, still waiting on coins and response.
