Can someone explain to me what happens to the SC coin?

First, from my account on HitBTC, 1004.02436000 SS were lost, the transaction id ae8cc3c5-7d86-47f8-adfa-9d05645eee1d. https://www.dropbox.com/s/8yni2e0b9g21to8/img-2018-03-22-13-38-42.png?dl=0
https://www.dropbox.com/s/5qkq769xpmwd0gu/img-2018-03-22-13-40-32.png?dl=0
Then the purse became inaccessible, although there from where coins were transferred there is a confirmation of the transaction. https://www.dropbox.com/s/g12me78q3ytt4bu/img-2018-03-22-13-44-19.png?dl=0
I applied for support was created Ticket ID #259641.
But so far there is no answer! Does the support work at all?
In the meantime, I had to turn off the equipment so as not to make money for someone, but not for myself (((

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