I am writing a story from my brother. In December 2018, my brother decided to replenish the balance of 2.6 btc on hitbtc. Some time after the trade, he decided to pick them up. He was asked to go through KYC. He submitted all the documents. They asked him many times. different documents all the time. He suffered this humiliation. But he gave everything that they asked. After that, they assigned him a Skype call. Nikolas from Hitbtc will introduce his case sends him the same letter with the same content. He was blocked in Trolbox Hitbtc. Telegram support does not help. I write to them every day but they say that they cannot help us with anything! This is the most terrible exchange. My brother from India is big money for him! he is very poorly maintained that he cannot write here!!!
Shit man that sounds rough. I'm from the US and I deposited some $700 to trade, after realizing they don't deal with US customers due to legal issues (it's on their T&C) I thought I was done, but was able to withdraw by getting in contact with support. Point is that if it's important money for your brother keep contacting them by following up on your ticket and you might be able to resolve this via the proper channels.
Best of lucks!