This is livecoin all over again.
Livecoin failed to be transparent or a user failed to bring enough proof?
I believe it was similar. See it yourself if you have free time.
https://bitcointalk.org/index.php?topic=5159692.0A tldr-like post of mine from that topic:
I don't understand why is livecoin making a big fuss. Unlock his account, Give his money back, problem solved and everybody is happy. What's so hard about it? Did he steal anything from the exchange? Is his money originating from hackers/terrorists? If that's a "no" then unlock his account.
Also you can't just silence people by weaponizing your ToS, that's not what ToS is for.
I get it, it is there to protect the exchange but what about the customer?