Hello,
no, we cannot. Present EU AML directives are quite clear.
But, if we could, in the specific case, we are not positive he/she is the real account owner. So, for his/her protection, and for all of us including our customers, we cannot release funds based on a chat claim....
For example: let's suppose your account has been hacked, would you be happy if we were releasing your funds based on a chat claim??
But again, if he does not trust us, he/she can open a cliam with the authorities, they'll contact us, provide us with the information and we'll release funds. It is a longer procedure but the choice is not up to us.
I appreciate the response and you looking in to the matter. As you mentioned in your first post to me your exchange has been going a long time so I respect you when you say you cannot release funds based on chat claims.
I read the title of thread but I cannot right now see this being selective scamming because I have seen what selective scamming looks like in the threads here and more:
https://bitcointalk.org/index.php?topic=5007142.0https://bitcointalk.org/index.php?topic=4619534.0https://bitcointalk.org/index.php?topic=5034589.0Yours seems to be a genuine business going back all those years so sure I think there is a misunderstanding between the user and your team
The user in question stated he has the same email address which you can cross reference from the IP address from the email and he has the same email address.
Your AML/KYC rules changed after the User was an existing customer. When he became aware of it he was told by your CTO that he did not have to send ID otherwise he would have moved his crypto out earlier.
Surely there has to be a way out of this where you do not have to send FIAT and he does not have to send his ID. Please would you look at the conversation between the User and your CTO where there was incorrect information given to the OP?
Please would you kindly consider allowing the OP to write to your email address with his crypto wallet address so you can cross reference his IP address along with any questions you want to ask to verify his account (such as his previous trades and dates) then you can release his crypto to him?
Thank you