I suggest don't use their service because they are well-known "freezing account" without violating any terms and there is fresh news about it from
here and I don't like more people to become one of another victim.
Much better to trade on other well-known exchange for safety purposes like binance.
The case in question was resolved as soon as the user started to cooperate with our Risk Department.
Security precautions taken by HitBTC in the AML/KYC process are designed to prevent international money laundering and fraudulent schemes, which is a common practice for a financial institution.