“When the China incident happened, we had about 30,000 users already, but we were not profitable. A month after that situation, we went to 120,000 users and we became profitable.
“We learned that we’ve just got to protect our users and then the rest of the value will come. We don't need to make money short term. Still today, our number one value inside the company is protecting users.
“For example, very recently there was an airdrop on a coin. Because we had 100 million users at that time, the trading started and finished 12 minutes later. So there's a portion of users who didn't get the balance and they couldn't sell, and a bunch of users complained
“Our customer support teams asked if we should negotiate compensation with our users. Was it our fault? Yes, because our program did not finish in time. We said well, then we should compensate. It was going to cost us $28m but our principle is to protect our users.
“When you care about your users, many of the decisions will cost a lot of money. But in the long term, you also generate a lot of value and a lot of goodwill.”