Dear Denis,

Your funds are temporarily on hold and have not been credited to our account. Once you provide the requested information and the AML/KYC verification is completed, the funds will either be credited or fully refunded.

It is important to understand that AML/KYC procedures are a mandatory requirement for any platform operating in accordance with international regulations and legal standards. We strictly adhere to these procedures to ensure the safety of all parties involved and compliance with applicable laws.

We would like to emphasize that the service has neither appropriated nor withheld your funds — a standard risk control check is currently in progress, as outlined in our deposit policy. This condition was accepted and confirmed by you when submitting the request, in accordance with our public offer.

Please also note that a notification regarding the hold was sent to your email address. Unfortunately, no response has been received.

To complete the procedure and unlock your funds, we strongly recommend providing all the requested information in full.

Thank you for your understanding.

I provided all the information that was required, but my funds were never returned. Moreover, the funds that I transferred to this exchanger are moving on.

Dear Denis!
Please note that the verification process takes up to 14 days. By placing an order on our service, you agree to AML/KYC. After verification is complete, the funds will be unfrozen and returned.

Thank you for your understanding.

You are using my money, it can be seen on the blockchain. And do not give them to me under the guise of an inspection.

Hello,

According to the AML analysis performed, the cryptocurrency you sent is associated with illegitimate sources.

In this case, according to the information security rules, the international AML/KYC policy https://www.bestchange.com/faq.html#frozen-transaction and the exchange service regulations, additional verification is required to consider a refund. You agreed to the rules and the AML policy of the exchanger when creating the order.

The status of your complaint is changed to neutral with the capability of commenting.

Sincerely, administration of the BestChange exchanger monitor.

I repeatedly used the wallet from which I made the transfer and there were no problems before. Why did he become illegitimate now?
I gave them everything they asked for, but they still didt'n complete the deal.
And if you look at the blockchain, they made several transactions with the money that I transferred to them and transferred it to the WhiteBit.
Is this normal for a frozen transaction? Or are they just using my money while we're arguing here?

Dear Denis!
We have sent you confirmation of the funds blocking via email. Please remain calm and wait for the verification to be completed.
Thank you for your understanding.

Its been 14 days. They promised to sort it out during this period. No additional requests or explanations came from support.

Thank you for your patience. We would like to inform you that the verification of your transaction is still in progress. Unfortunately, in some cases, the procedure may take longer due to the need for additional analysis.

We assure you that we are working to complete the verification as quickly as possible. As soon as the process is finalized, we will immediately inform you of the result.

Thank you for your understanding and continued patience!