AscendEX account closure without refund

[ndubel]

I've traded on AscendEX for 4-5 years as market maker. But suddenly I got e-mail:

We are writing to inform you that, following a thorough investigation, we have determined that your actions violated our Terms of Service (“TOS”).
We have imposed a fine equivalent to the remaining balance on your account (and related subaccounts) and closed your account (and related subaccounts).
Please feel free to contact us at support@ascendex.com if you have any questions.

I've ask about reason, and got:

As noted below, we determined that your actions involving One-Click transactions were intended to manipulate the market and thus violated our Terms of Service.
As further noted, we have imposed a fine equivalent to the remaining balance on your account (and related subaccounts) and closed your account (and related subaccounts). There is therefore no funds left to withdraw.

They didn't clarify what does "One-Click transactions" means. As I told above almost all my deals are maker deals, I didn't use any manipulations and I didn't change my algorithm for years. And there is no any problems with other popular exchanges. So it looks like they just took my money. Maybe somebody also have problems with AscendEX?

[carlosmiei]

Hello @ndubel this is indeed very worrying, we will try to reach out to them.

[ndubel]

Last week I was able to see balance on my account and now I see zeroes (but I still can log in)

[kroitor]

@ndubel we'll try to reach out to their tech, however, we don't have direct contacts with them, so it may take some time.

[ndubel]

They didn't clarify what does "One-Click transactions"

Today I've got an answer on my question "What is One-click transaction?". They just sent me this link:
https://ascendex.com/en/support/articles/69212-about-ascendexs-convert without any comments. But I have never used Convert on AscendEX 🤣

[carlosmiei]

@ndubel Yeah, that is completely nonsense...

[ndubel]

@kroitor @carlosmiei is there any feedback from AscendEX support?

[carlosmiei]

@ndubel Unfortunately no, yesterday sent another email but no luck so far