We know Binance is a reputed cryptocurrency exchange. They are spreading all over the world and they are working with some regulation company. So, I think you could verify your identity without any worries.
Absolutely not true. Binance farm out their KYC to a bunch of third parties. One of these third parties was hacked last year and thousands of Binance customers' information, ID cards, passports, selfie, etc. were stolen. Other "reputable" exchanges have been caught selling customers' data to third parties. You have no idea how good their security is, which employees are accessing your data, who they are sharing your data with, how good
their security is, and so on. Completing KYC is
always a risk.
By the way, I'm almost sure that the bot sends letters from support
Absolutely. It's the same generic responses that are sent out to everyone. Only if your case becomes high profile on social media does it actually warrant the attention of a real person, and it's only because they want to protect their public image, not because they actually care about their customers.