That shows how unreasonable your site is. If you have strong reasons to support your decision, you won't hide it and be afraid of letting the public know your response. I don't know whether your site is from mainland China or affected by mainland China or not, but what I see is it's very mainland China style which everyone hates in business. No matter your response is, the fact is user' coins were lost on your site. Those are my coins and your site stole it illegally. A site put their site rule (sometimes unreasonable and illegal at all) on top of international value, law and common sense is doomed to failure. I wish you good luck to undergo FBI or international crime police's investigation.