I dont even open support ticket lol I know they will not answer.
Op i think this is the only way to get your funds back and currently have something similar except its a deposit not yet credited to my account
HitBtc is a very slow exchange. I think it is because of their refusal to increase the fees but it is not a scam
I know that you are just missing something.
its really a disappointment to see an exchange operate the way they do when they pride themselves to be among the oldest crypto exchanges of today, I hope whatever they are missing is found or else they will lose customers to new exchanges.