i often use it to exchange btc, eth to our fiat

it is safe 100% as my experience
however if the price of btc or eth rises or drops to  fast , sometimes we cannot exchange successfully at the time, money will be hold in your remitano account , if you get this situation you can decide to make other exchange with the new price or withdraw your fund. i have never heard anyone lost money there.
support center: you should email to them rather than send ticket via message, because they use bot to reply