Dear valued customers,
Our ETH spot index price is affected by an error during an upgrade of the index system, causing the liquidations of positions of certain users from 12:12:05 - 12:21:55 and 13:04:05 - 13:13:55 Jan 25, 2019 (CET, UTC+1).
Our team immediately responded and repaired the system once the error was found to minimize the impact. However, a few of our customers are still affected by the incident.
As we always put our customers first in everything we do, we will compensate for the loss of our users who are affected by this incident.
We will compensate our customers whose weekly, bi-weekly, and quarterly futures positions are liquidated during 12:12:05 - 12:22:59 and 13:04:05 - 13:14:59 Jan 25, 2019 (CET, UTC+1) due to our system error.
Please note that customers who experienced trading losses under normal circumstances are not eligible for the compensation.
We deeply apologize if you are affected by this incident, please email us at email@example.com with the subject “ETH Futures Position Liquidations Incident on Jan 25”, your name, mobile number/email address, and your loss amount by 17:00 Feb 1, 2019 (CET, UTC+1).
Our team will check and confirm all requests by 17:00 Feb 4, 2019 (CET, UTC+1), and credit the compensation amount to the affected users’ accounts.
We apologize for the inconvenience caused.
Jan 25, 2019