I'm sorry, what!? this case is still not resolved? it's been 3 months since the OP posted his case and you only decided to reply to this case now and your response is the case is still in process? how long do you expect the OP to wait for you finish your investigation? no offense but your platform is extremely suspicious with how you handle cases like this.
It looks like the exchange representative came to the forum after a while and searched all the scam accusations that were created against them and tried to address them. I see he responded in three scam accusation threads, and I assume all of these threads are kinda few weeks or even months old. The negative feedbacks on their profile tell us everything. They cannot be trusted at all.
But I think we can appreciate that at least they came here to address the scam accusation threads. But I am not expecting anything good from them since their reputation is too bad already. I hope they would prove me wrong.