Durant quickly retrieved his account, raising questions of "discrimination" among some users; the CEX CEO stated that customer service will be significantly improved.

On September 20, NBA player Kevin Durant's CEX account was frozen, and nearly ten years later, CEX CEO Brian Armstrong responded immediately, stating that he had regained access to the account. Some CEX users expressed their dissatisfaction, stating that the responses they received when seeking to restore account access or requesting customer service assistance were frustrating. Brian Armstrong posted on the X platform, stating that he would greatly improve customer service and continuously enhance the product.

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