This centralized exchange is mediocre at best. Their fees are a bit on the high side, and they regularly freeze customer accounts requesting paperwork that has already been provided to them on multiple occasions (speaking from experience here). The customer support is incredibly slow, terribly rude and overall completely useless - they won't answer a single question but send irrelevant templates instead. If you can avoid using HITBTC, do yourself a favour and do so. My goto was @ombudman via telegram a good rule of thump to get my assets off their platform
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