That's right. In order to speed up withdrawals they ask you to send them money to pay for a higher rate, and with that speed up the withdrawal. In the email with instructions, they promise that they will be sent to you within 24 hours, but obviously they are not meeting that deadline, because in my case they had not even queued the transfer.

At least I must applaud that they had the decency to pay extra for what I sent them, because what they asked me was 15 USD either through PayPal or Ethereum, and what they assigned as a withdrawal rate was $ 36.75 USD.

I suppose that many problems would be avoided if at least they answered the emails and explained that they had exceeded what they had anticipated that the transfer fees would cost.