Thank you for your answer and support.
I contacted them from my personal email, from which I created the hit btc account, and they answered me the following:


Dear Trader,

Thank you for your reply.

I am sorry to tell you that additional time is needed to research your case. I have escalated your request to our team, and we are already looking into this for you.
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We will get back to you as soon as possible. Thank you for your patience!
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Best regards,
Diana Vargas
HitBTC Support Team