Hi, my name is Ralen Bahi-an. For reference, my Cryptonomy CustomerID is #25822. On May 30, I tried to withdraw my Solana interest 'paid' to me. After a day passed, it was still pending, and then the day after (today), they canceled the contract, and then made a new one. I then contacted their support to see what happened. I showed them screenshots and a video that I took (which, in retrospect, was a very smart move), and they initially tried to blame the action on a feature called the 'Portfolio Optimization feature.' This feature is not listed anywhere on their Terms and Conditions, nor on the Loan Terms. There is no such button (which the support guy claimed existed, but I showed him a screenshot and video proof that it does not appear) to approve this magical feature. After I showed the evidence and indicated my intention to make a YouTube video about this, they threatened me by claiming they reserve the right to seize my assets and disable my account. These threats, of course, are useless when you have already taken my assets.I am including the chat log below. Note that I have removed any instances of images or links, as these would violate TrustPilot's terms and conditions, but I will show the full chat log in my upcoming video.------------------------------------------------------------6/1/2025 12:00:18 PM, youhi, I want to ask a question. I noticed my withdrawal for Solana was cancelled. Here are screenshots proving I made a withdrawal, but it was erased from transfers.6/1/2025 12:00:44 PM, youCan you explain why this has happened?6/1/2025 12:01:44 PM, Jerry (Support Manager)Hello!6/1/2025 12:01:48 PM, Jerry (Support Manager)Let me check it6/1/2025 12:09:12 PM, Jerry (Support Manager)It looks like you may have inadvertently activated the Portfolio Optimization feature. This is a tool designed to automatically place your funds into the most favorable current deposit conditions, essentially maximizing the returns on your assets. It’s commonly used by investors looking to quickly grow their holdings and optimize their portfolios.6/1/2025 12:09:41 PM, youwhere is this feature located? I do not see it in setting. I want it cancelled.6/1/2025 12:14:25 PM, Jerry (Support Manager)Just don't agree to this feature before withdrawing funds If you're looking to stop these new deposits and revert everything back to a simpler state, I would recommend considering a portfolio sale. Selling the full portfolio would allow you to reset things, stop any further deposits, and return your assets at their current value. This approach is particularly beneficial for cases like yours, as it gives you control back over your funds and ensures you get the value of your initial investment plus a portion of the expected profits.6/1/2025 12:16:51 PM, youI have read your terms and conditions and other legal documents. This feature is never mentioned anywhere. How could I have agreed to it? Also why do I need to sign your portfolio exit just to stop a simple toggle?6/1/2025 12:18:02 PM, youAlso, for this feature, is this on your backend or on the webpage? Why doesn't your team tell people about it? this is very misleading6/1/2025 12:18:18 PM, Jerry (Support Manager)The feature is offered before withdrawal, you just don't have to accept it6/1/2025 12:19:16 PM, youI have a screenshot of me making the withdrawal - it is not shown anywhere.6/1/2025 12:21:41 PM, Jerry (Support Manager)Once you clicked continue, you were selectively presented with this feature.This feature is not offered to all users6/1/2025 12:22:25 PM, youI also took a screenshot of me after I clicked continue. Here is the page:6/1/2025 12:23:05 PM, youI and my husband also recorded a video of me doing the withdrawal, and this page never appeared at all. How could I have agreed to something not shown to me?6/1/2025 12:24:36 PM, Jerry (Support Manager)Screenshots cannot be an opportunity to prove anything because of the possibility of web editing or other forms of redaction that substitute for the essence of the screenshot.6/1/2025 12:24:59 PM, youAlright, no problem. I can show you the video instead.6/1/2025 12:36:18 PM, Jerry (Support Manager)The situation you have described is not possible: the system or any of the employees do not have the ability to manage your finances, if there are any investment products on your account, only you could have made them.6/1/2025 12:36:42 PM, youAgain, I have video proof I could NOT have done this.6/1/2025 12:37:03 PM, youThere is no ability to cancel withdrawals on the webpage6/1/2025 12:37:50 PM, Jerry (Support Manager)Please wait until your contracts are finalized, or alternatively, you can use the Portfolio Exit option.
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