I know for several years the author of this theme, and with a 100% reliance can say he is the person with a high trust level.

The situation looks very strange to me.
Because:

At first, they were totally ready to transfer him his money, “in Jan 6 2020 they request my permission to close all my opened margin position to begin transferring”.

And now they write “We are unable to provide information about your account. This does not appear to have been included in the transfer from Circle to Poloniex Digital Assets Limit”.