they don't respond me since past month.
I'd consider myself banned if withdrawal was held back for that long.
There have been threads opened about cryptonator before, like these:
https://bitcointalksearch.org/topic/cryptonator-wallet-no-funds-2479384
https://bitcointalksearch.org/topic/cryptonator-scam-no-xrp-in-account-after-6-days-waiting-resolved-2628097
As I said, I used it for about six months and everything was fine for me. In one of the threads, OP finally received the money. On the other one OP said this:
If OP hasn’t done anything illegal, he shouldn’t be worried. Cryptonator is a trustable site. And, by the way, I’m not using it any more just because I got a hardware wallet.