so after a year 'the hacked person' as you are trying to say didnt open claim didnt try to recover his account thats obv a scam as i see
not exactly, she has been trying to withdraw without providing us KYC/AML information.
In the beginning we had two problems:
The first one to verify if in control of the account there was the same lady registered with us
The second one to obtain KYC/AML as required (she believes we are not entitled to ask for but, it is her opinion)
Finally, she opened a claim as per our TOS and sooner or later we should receive a request from the arbitrator and try to solve the issue. The good news, at least I hope, is that the Arbitrator has the same Lady name we do have on file since 2013 and, hopefully, as soon as we will get proper documentation about the identity, we should be able to allow the Lady to withdraw.
However, if even in this case we won't be successful in obtaining the requested information, we are evaluating to open a case with Europol and ask them to investigate the issue.
We will keep you post it!