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Is that the way to treat your customers or you are 100% sure person behind that account it is not your customer?
Can you address this:
Friend, carefully read this post
https://bitcointalk.org/index.php?topic=5205331.msg53278921#msg53278921there are no statements, the manager asks this user to take screenshots from the history of conclusions or errors that the user does not allow to withdraw money, and send screenshots to the support and here.
with such an approach as yours this question is definitely not resolved