We gave all explanations to the client as well, we suggested a few ways to solve this situation, but he refused. He threatens, abuses our staff and publish slander that has nothing to do with reality. Such behavior is illegal itself, it broke User Agreement as well local legislation too, this is a true SCAM. We also consider connivance of the bitcointalk administration in such questions - inappropriate.
Apparently, you change your user agreement at will with no notice to users, and retroactively apply the terms. Pray tell, what local laws were broken? I don't think your terms are even legal or enforceable in most jurisdictions. You can't legally steal customer funds just because they publicly posted correspondence with your support.
If you are insolvent and can't fulfill withdrawals for a particular asset, you should de-list the market and come clean to your users. You shouldn't allow trading to continue on assets like this.
Is it really that hard to release such withdrawal?I cant even say that the said behavior of its clients or user is a major violation or did broke their Terms.