Communication and relationship between client and Exchange is regulated by User agreement, which every user accepts at registration. There is no way to register without accepting the user agreement. However, rarely, some clients ignore and flagrantly breach the User agreement.

For the first time of violation of rules, we just warn client, but in case of repeatedly violations, account may be blocked for verification and further investigation. But, even in this case, we allow to withdraw all funds after the removing of false information and consequences caused by this publication. In some cases, verification may be required by the security team.

This is exactly what happened to the said client. This client created a ticket with a demand to enable withdrawal of MONA for his account, what is absolutely impossible because of the attack on the MONA network and public refusal of the developers to bear responsibility for that. We replied to the client with the explanation regarding MONA asset, but he decided to start spreading false allegations, publicly accusing the Exchange of fraud, and thus misleading the other clients.

The client is clearly provoking a conflict, ignoring all suggested options of settlement. Earlier this client said that all information, violating the user agreement had been removed, but the investigation found out that, on the contrary, there is much more such information now. All further discussions of this issue will be held solely with the client and only after eliminating all negative effects.