Holdings on the account belongs to the owner of the account and not to us.
Provide your information to us or, if you don't trust us to the police and I'll be more than happy to release the funds and close this issue.
Thank you
Hello eliale,
I just started following this thread yesterday.
It has be sad the OP finds himself in a very unfortunate predicament and all this negative PR really has not helped your exchange either.
Regardless of who is or is not to blame I think all parties would agree that 11 months of a customer not having access to his crypto is unacceptable.
Sure, even if you blame the customer OP for this issue may I kindly request a way out where both parties can at least achieve their objectives in a kind respectful manner?
If you feel you did not nothing then do not apologise to him and if the OP thinks he did nothing wrong then he will not apologise to you either but that should not stop a resolution which results in the OP getting back the funds/crypto that he owns but are in your control. In the end the funds belong to him and he has had them in limbo for 11 months, that is something unacceptable.
The 21 August 2018 email exchange between the OP and your CTO (as mentioned and quoted in the OP) is the basis of his defence and his argument. Please, is it possible that rather than the OP send any ID verification for FIAT deposit/withdrawals, you allow him to access his crypto just so he can send it to his desktop wallet.
Maybe both parties can say there was a misunderstanding and you will kindly allow the OP to release the crypto by sending it to his desktop. After that both you and the OP will no longer have to deal with each other.
Many thanks for your consideration.