Yes there have been many problems with them lately and their support take years before they answer. Sorry for exaggerating it but that is the truth.
You have to move on now. Go to another exchange instead of that.
The greed of Hitbtc will surely hit them back someday.
I hated their exchange ever since I saw that deposit fee they are trying to get from people.
That is way too unfair.
I have acc. on binance and bittrex. I only moved some of my btc to hitbtc for a coin which only in their site. I was fool to send my money there. NOW I KNOW THAT I CANT GET MY BTC BACK BUT I WANT TO WARN PEOPLE. THIS IS REALLY HAPPENED.