I'm having some problems with HITBTC. The first is that I lost 0.01 BTC there, I have sent some support with some evidence but no response and it's been more than 3 weeks. Second, I always fail to do KYC there, even though my documents are fine for other exchanges such as Binance, Kucoin and several other exchanges.
Count your lucky stars that this is only 0.01 BTC and not something major.
I used to also use HitBTC as it was one of the only exchanges for BCH when the fork initially came out and I wanted to liquidate those coins at the nearest instance. Took a huge risk as there was already some accusations at the time but ended up going okay.
It's a bit of a gamble and unfortunately you're on the losing end. Try to keep bugging the support and get them to give you definitive answers, that's the best you can do.