I had a similar experience the first time I tried to withdraw. In my instance, I tried processing the payout, and the site completely froze the very instant I clicked the button. Long story short, I ended up having to update my profile information. Somehow during the signup process, I hadn't entered my information. After having updated my profile information, the system worked when I processed the payout.

If you're going through something else entirely, contact support. They aren't scammers, they just don't have a very strong IT department.