This situation does not look good at all. I dont think they will return your funds to be honest and they can step on the terms you agreed to and say no. I think this is the main reason they dont respond and the large amount of tickets they get everyday.
So in summary they are thieves.
They could easily find my funds using private keys, I doubt that the BTC is still sitting in the BCC wallet, they would have taken it, nearly a year now since Yobit stole from me.