I have found no news that this exchange is hacked, so this would mean that this is isolated case.Probably you are victim of phisning or some sort of malware/RAT on your device who came into possession of your login details and stole your funds.
After you submit ticket to their support they just want to be sure that you are the real owner of that account,so this is something you should do in my opinion.They will maybe conduct some kind of investigation to find out who is hacker.
In my opinion there are three possible causes which caused the loss of your funds :
- You are victim of phishing/malware.
- There is a security flaw in exchange system.
- This was inside job.
If it's the first case then it is not realistic to expect a refund,obviously it is the user's failure.In case the loss of funds came due second or third option,you can hope for refund-but in that case you will have to prove that this is exactly what it is happened.
Definitely, you don't have any right to claim any recover or even damages as the hacked was made possible to your own mistakes. Seeing that you are the only one affected proves that the hack only has targeted you and not the whole exchange itself. 60$ is a lot of money but I wouldn't go through legal proceeding as it won't be worth it as it is only a few bucks to consider it in that procedure.
As for you providing your proof of identity to them all I can say is legal and other exchanges are doing it as well, some exchanges even limit your account if yours is not verified. Sending your proper documents would help them identify you as the right owner of the account.
Not that isolated as you think, i did find another guy, whose account was hacked 25 days before mine. The chances to be my own mistake are quite low, a check with 4 antiviruses reviled nothing. Chrome history looks OK, my extensions have been verified, my Gmail has no trace of an external device.
My first ticked i opened with their support was me, explaining the problem, and asking them for t a list with recent login ips and informations. Guess what?! They ignored it !
Are you in talks with the other victim? and can you find any kind of relation to your current situation? Because if not your current situation could still be counted as an isolated incident. Plus minor evens like a few members that got hack cannot prove that the exchange's system has a threat in their security. Try asking for a follow up on your request maybe they will give you the information this time. And does your account not 2fa enabled?