Don't send me to your letter of March 3, 2017, because doing it you've just imitated the answer. So I publish this letter here. And I ask you about this text: What exactly is my "abusive trading activity"? That prevents you from sending me my money back from my account 17014199 starting from December 2015 (the attachments are here). If "we are in sound financial state"!
And also demand your publicly real answer! I insist 'Right here!' - I have absolutely nothing to hide! And what about you?
The "final response" which was sent to Alex on March 3, 2017 is identical to the final response that a large number of complainants (ca. 1800) received in January 2016 . The final response was:
"Following the company's investigation for the accounts registered under the email address XXXXXXXXX you are hereby informed that has been established that an abusive trading activity has occurred on certain of these accounts and you are in breach of the terms and conditions relating to one or more promotions made available to those accounts. This is the Company final response"
This final response does not fulfill the requirements of a proper Complaint Handling, since it does not comply with the requirements of the European Securities and Markets Authority (ESMA), which has publicly specified that client’s withdrawal requests must be processed immediately and information about delay must be clear and not misleading.
The above "final response" is misleading and unsubstantiated.
Details of abusive transactions are not specified.
So if you received such a “final response”, keep complaining to the company, but also bypass Cyprus by complaining to the ESMA: BUL@esma.europa.eu