This site is a scam site. The owners are Chinese, very unprofessional in the service of swapping Chinese Yuan, but expert in scamming unsuspecting users. I am still waiting for these scammers to release my last swap. They put their customer care Wechat line on verification so that they verify if you are a new user they can scam or an old user wanting to lay a complaint. Run from them and spread the news to avoid more people falling victim. Canadian government where they registered this business ought to do something and boot them out of Canada