The user accepted the new TOS.
Still, since 2011, if we are not positive about the identity, we do have to check for security issues. Believe me, we have seen any kind of examples in the past 8 years....
I want to believe he/she is the owner. In this case, I'm positive he/she will provide to us, or to the authorities, what we need in order to promptly release funds. As simple as that
Thank you!
PS: The CTO is not the Compliance officer.
So in order to clear this up and for the user to get access to his funds again, you want him to login to his account and upload his ID?
Specifically which ID do want from him? Please list it here.
Since there are issues between yourself and the User will you guarantee that you will not start making more problems but asking him for more and more things because under your ToS you can use (if you want to) loopholes to make things very difficult for the OP.
If he agrees, after you get the ID how long will it take for him to get either the FIAT to his bank or access to transfer the crypto out of your wallets?
If all docs are going to be fine, in one or two business days funds will be released (sooner if possible)