P.S. We have decided to refund 10% to the user and have already done so. We hope it will help stop the conflict.
I'm wondering why a 10% refund, not the full sum?
According to your ToS or rules, whatever you say, you are confiscating money because you want to prevent funds from being stolen and you are trying to get the fund back to the rightful owner as you said above. Now, since you have refunded 10% (no confirmation yet though), how will you send the full money back to the original if this fund is stolen?
Trust me, it doesn't sound like you are looking for the rightful owner. Instead, it sounds like a scam. If you were telling the truth, refunding 10% or a single cent doesn't make any sense. It seems you are trying to shut him up with the little sum.
You can find all the answers in section 7 of the User Agreement and our first post. Let's not duplicate information.
We write the rules in the User Agreement not for discussion. If you are not satisfied with the rules of using our service, you have the full right to use other exchangers.
This is what I can see in section 7.
7. AML and KYC verification.
7.1 The Company conducts AML and KYC verification of Payin transactions according to its own algorithms.
7.2 AML and KYC verification includes the use of specialized services for analyzing cryptocurrency transactions for the presence of funds that have high risks for the Company. These risks include Dark Service, Dark Market, Illegal Service, Exchange Fraudulent, Scam, Stolen, Gambling, Mixer, Ransom, Sanctions, Child Exploitation and Terrorism Financing.
7.3 If the analysis of the Payin transaction revealed the presence of these types of high-risk funds and their total percentage was 40% or more, the Company has the right to withhold 10% of the amount of the incoming transaction.
7.4 If the total risk of the incoming transaction is 70% or more, the Company has the right to withhold 10% of the amount of the Payin transaction.
7.5 The Company has the right not to inform the User about the deduction of 10% of the amount of the Payin transaction.
7.6 The user has the right to receive the results of the audit and/or independently verify the correctness of the risk assessment.
7.7 Payin transactions are verified by AML and KYC by Cryptocurrency exchanges.
7.7.1 If a high risk of an Payin transaction is detected and/or if outgoing wallets are involved in illegal activities, the received funds may be frozen.
7.7.2 To unfreeze funds, documents may be required to verify the identity of the sender and information explaining the source of origin of the funds sent.
7.7.3 If the sender provides comprehensive information upon request, the funds can be unfrozen by the exchange, credited to the account of the Company and the Order will be completed.
7.7.4 Realizing that the verification requirement is not from the Company, but from the Cryptocurrency Exchange, the User undertakes to wait for a decision on verification and not to make a claim against the Company.
Can you please check the
bold part and say what was the reasoning of confiscating fund in this case?
I think since we gave enough justifications and made a return of 10%, this conflict can be considered solved.
Solved and stolen by you or what?