Yes they do state that on their site, however they will try to resolve wrong things. I sent some with out the memo, big big mistake, now before putting in a steem or hive amount I make sure I have the memo in first. They did deposit the funds into my account on Ionomy, I was still learning the system, and it was only a small amount 10 Hive if I remember.

I think the statement is for if they get tired of someone hounding and pestering them to much, which I have seen and witnessed on their discord site before.