A lot people have bad experience with them, they hold the coins and they trade with it I think, some people have problem from december 2017 and not get they money. They don't care about users/customers!!!
After I threatened to report to the anti-fraud office in NZ, I received the money immediately, I waited for 55 hours until I got my money in the wallet, other people were waiting for more than a month, They stop the amounts from $ 500 up.
I will stay with LiveCoin.net , fast transaction and low fee