I did not create a ticket for closed withdrawal. I chatted in live chat with them. here is their answer 08/15/2019. since then they are silent even in live chat. Now Ill create a new ticket and take a screenshot that they will answer me.
https://ibb.co/LPKzKfsanswer in Russian (translator built-in apparently). here is the text: our exchange does not hold funds of our customers intentionally. with your account technical problems that are fixed by our services, this is the main building now. I will now appear here more often to promptly answer your questions. You can leave questions for me here, they will not be left unanswered.