I want to thank TryNinja for the help. You convinced us and reasonably provided the facts testifying that the client provided really our guarantee letter.
"Why didn't we deal with this issue immediately?"1) Client did not contact support. No one request to solve any problem was sent to our e-mail. In result, we decided that this is a groundless provocation. The psychology of a person is that he usually first of all solves the issues peacefully and asks help to support service. It was not any requests to support service or questions to us. So we decided, that the service does not have any problems. It works normally and everything is OK.
2) the Client clearly overdid the pressure and used CapsLock. It happened repeatedly in our topic. We thought it was another "order from competitors".
But not only he, but also other respected members of this forum many times attacked us in collusion. You have blunted our attention to customers, especially those who SHARPLY blames us indiscriminately and without arguments.
3) the Client initially did not provide any facts, but only frightened. "Show proofs or don't show proofs or show proofs to moderators"...That also pushed us away. Such guarantee letters, details or problems should be immediately sent to the mail support.
It is not necessary to argue. It is necessary to solve everything peacefully! 4) Client sent wallets, which show that he sent funds on June 20. And they withdrew on June 30. That's in exactly 10 days. We do not have such delays in tariffs. It also at the first glance led us to think that "it is not ours at all, and it is a fake." The maximum delay in our service is 20 hours! but not 240!!! Neither theoretically nor practically it is impossible in our service! Turns out not. That's possible....About this below.
"What did happen?"We don't store the wallets of customers. We don't store the guarantee letters. We don't have logs or sessions or anything. Therefore, we can not prohibit the client to use each time for exchange "the same wallet for withdrawal", which he used last time (in his past exchanges). We can't check it at all as this information we don't collect and we don't store. No way!
Moreover, we ask that this should never be done for security reasons. But the client collected payments every time on the same wallet. But it is his right. This confused the support service of the English thread on Bitcointalk.
We have developed a complex system of ranking wallets. This is our own development, which is only a small part of the whole complex. All the technical details and formulas of the complexity of algorithm, correlation, etc. we can not tell you, unfortunately, but in common it looks like this: in "infinite" wallets, coins are used only from exchanges, not from anyone.
The highest rating has the wallet, that has money received from the exchange or from the miner. With each new use of the wallet in the system, the rating of the wallet is lowered by some value.
We are preparing a great news for the society - an anonymous cryptocurrency exchange service (No Fiat, No KYC, NO AML). On the server at that time downloaded the update. During the update accidentally was tagged some of the old wallets as a new one. And since our turnover is very large, none of the monitoring did not notice it.
We buy liquidity from the exchange in advance, not online. Therefore, this extremely unpleasant situation happened with the client who at that time made the exchange.
The lesson has learned. We will during the update of system turn off the service publicly, so it was no exchanges. But we ask you in case of any unsolved problems immediately write to the support service by e-mail! And not on forum! Our topic is open on more than 200 forums. We physically cannot keep track of everything happened on forums. The more "ordered negative PR" from competitors dulled our attention.
"Problem solution"Team of BitMaximum.io apologizes the client who is experiencing this problem! We really "hand on heart" ask for your forgiveness for any inconvenience. We sincerely believe that you will forgive us and continue to cooperate with us. We are ready to exchange (transfer) you all the coins at the rate of "only with exchanges" absolutely free of charge, without any fees! 1 to 1. Please email us at
bitmaximumsupport@protonmail.com and we'll work it out!
PS. TryNinja thanks again!
