About Trocador...Their AML block rate is actually under 0.01% and we see no signs of selective scamming, as the very few cases of blocking we saw weren't of specially big amounts.
About this aspect of Trocador's emailed response, I want to reiterate that they were CCed on all my 60+ emails to FixedFloat, including all of the personal (family) info connected to the SoF and the various ID documents/videos that I sent in.
(1) After FF's first refusal to provide any sort of refund, it was Trocador who persuaded FixedFloat to allow me to provide KYC docs when FF found my SoF info unsatisfactory (even though FF's terms explicitly state KYC as being a valid alternative to SoF, in contradiction to their initial refusal).
(2) Then it was Trocador who convinced FF to accept my various ID photos, and video+audio recordings, after their initial refusal stating the proofs were somehow "altered" and hence allegedly invalid.
(3) Then after FixedFloat asked for my bank information, which I refused to provide since it has no connection to the exchange TX or funds (or verification of my identity) whatsoever, Trocador simply stopped responding to my emails.
When I went to their chat support and publicly asked for their company information (so I could take them to court) Trocador responded very unprofessionally, making an inappropriate joke and dismissing the question altogether.
So Trocador is perfectly happy encouraging their partners to harvest the personal data of Trocador's own customers. But they draw the line at honouring their "guarantee" when their partners (in this case, FixedFloat) refuse to honor their own ToS. And they completely refuse to identify their legal entity in any way whatsoever.
I'll let the readers decide if this behaviour is consistent with their claims from the email quote. Readers can also decide for themselves whether this business is deserving of the narrative they attempt to weave of the community-oriented and benevolent entity that is always on the side of their customers.