On 29 August 2018, the user XX traded 24 BTC to MNX, executing the market order. After some time the user XX claimed that he was hacked, and asked our security department to investigate and give him back his money.
So, our security department has investigated this situation.
1. There are no traces of account being hacked. The user managed to login into his account using his own password (he registered at EXMO at the same day, he claimed he is hacked). He didn’t have the Google Authenticator.
2. Deposit and exchange of BTC are conducted step by step in the same session.
3. His deal was made with 401 different traders. They didn't violate the EXMO rules, they placed the orders, and EXMO does not have any grounds to cancel them. These users manage their assets, and some of them have already withdrawn their funds.
All that means that we do not have the possibility to cancel a successfully completed transactions and refund the trading amount to his balance according to the regulation of official User Agreement
of our platform:
9.6 The User understands that all the operations with Cryptocurrency have irreversible character and that Funds acquired during the Deal can be returned only on the basis of additional specific agreement with other User.