In the support service, there are most likely robots who always answer either "you still need to wait" or "you sent the modified photos." I believe that such an "exchange" should be blocked on all resources, such as Coinmarketcap.
Well, this is not the first time of reading this type of scam report regarding Hitbtc. Even few fellow users from my community faced depositing/KYC related issues. Although i suggested them not to use that shady exchange, however he wanna sold a token which was only available on hitbtc. Talking about coinmarketcap or coingecko or other data aggregator sites, they would only lower the rank for hitbtc or giving warning, not more than this as they don't wanna lose traffic. 