That sounds bad. But don't panic ... I'm not sure what you mean with "Bitrix" maybe Bittrex? If so: It's a big exchange, but their support seems to be overwhelmed sometimes (to many customers?). I would recommend you to try to contact them via Twitter or Facebook (maybe try both). As I know at Twitter they respond.
My opinion about exchanges: Decentralized exchanges are the best (but often don't have big volumes), if you want centralized exchanges: HitBTC is good, Bittrex, Binance, ...