Hello,

We request the exchanger's administrator to respond to the user's complaint.

Sincerely, administration of the BestChange exchanger monitor.

Hello Mykhailo,

Thank you for your feedback.

According to the exchange conditions published on our website, the standard processing time is 15 minutes to 3 hours. However, it is clearly stated that in rare cases the processing time may extend up to 72 hours, depending on the workload of banks and payment systems, as well as additional verification procedures.

At the time the order was created, these conditions were publicly available and visible to all users before proceeding with the exchange.

In this particular case, the payout was completed within the maximum stated timeframe (under 72 hours). There were no reserve shortages, and the order was not refused. The delay was related to operational processing factors, which fall under the "up to 72 hours" clause mentioned in our terms.

We understand that waiting can be inconvenient, especially when users expect faster processing. However, we strictly operate within the stated regulations, and the exchange was completed successfully within the allowed timeframe.

We continuously work on improving transparency and processing speed.

Thank you for your understanding.

I understand that the terms mention processing times of up to 72 hours in rare cases. However, the key issue is not whether the exchange technically fit within the maximum timeframe, but how the service is presented to users.

The headline processing time is 15 minutes to 3 hours, which creates a clear expectation of near-instant execution. The “up to 72 hours” clause is described as rare, yet there is no objective clarification of what qualifies as such a case or how often it occurs.

From a user perspective, if operational factors alone can extend processing close to 72 hours without reserve shortages or external issues, then this timeframe is not truly exceptional but part of normal operational risk. In that case, it would be more transparent to communicate this more prominently before funds are accepted.

Clear indicators such as:
real-time reserve status,
expected processing time for the specific order,
or visible workload status

would significantly improve transparency and user trust.

The exchange was completed, and I acknowledge that. My concern is solely about clarity of expectations prior to payment.

Transparency builds long-term reputation more than formal compliance with maximum limits.

Mykhailo, thank you for your detailed clarification.

We understand your point regarding how processing time expectations may be perceived. The standard timeframe of 15 minutes to 3 hours reflects typical operational performance under normal conditions. The “up to 72 hours” clause covers less frequent situations related to banking procedures, payment system processing, workload distribution, or additional compliance checks that may arise without prior notice.

While such cases are not common, they are part of operational realities in the financial sector and therefore are clearly stated in our terms before funds are accepted.

We appreciate your feedback regarding transparency and presentation. We will review how this information is displayed to ensure it is communicated as clearly as possible to users.

At the same time, we confirm that the exchange was completed within the stated maximum timeframe and in full compliance with our published conditions.

Thank you for your constructive input.

Thank you for your response.

I appreciate that the exchange was completed within your stated maximum timeframe.

My feedback is not about formal compliance with the 72-hour clause, but about expectation management. When the primary processing time is presented as 15 minutes to 3 hours, users naturally rely on that timeframe. If operational factors can extend processing close to 72 hours without any specific trigger visible to the user, then this risk is effectively part of normal service conditions from the customer’s perspective.

I’m glad to hear that you will review how this information is presented. Clearer upfront communication about possible delays would significantly improve user confidence and prevent misunderstandings in the future.

Thank you for taking the feedback into consideration.

Thank you for your understanding and for the constructive discussion.

We appreciate your feedback regarding expectation management and communication. Your comments are noted, and we will continue working on improving how processing time information is presented to users.

We value transparency and user trust, and your input helps us refine our service.

Hello,

We request the exchanger's administrator to respond to the user's complaint.

Sincerely, administration of the BestChange exchanger monitor.

Hello Aleksandr,as we explained to you, there is still no decision regarding the AML review. Once the result is available, we will inform you immediately. The 72 hours we mentioned is the average expected timeframe. Please wait for the final outcome — we will contact you as soon as we receive any updates.

Give me a deadline for resolving this issue or give me back my USDT!

Do you have any information?

Aleksandr, thank you for your messages — we understand your concerns and fully share your desire to have the review completed as soon as possible.

Please allow us a little more time.
We have already forwarded all necessary information to the AML department, and the review is still in progress. We are doing everything we can on our side to speed up the process, but unfortunately, the final decision can only be made once the full analysis is completed — this is a mandatory security requirement according to our internal AML/KYC procedures.

These are not your internal KYC/AML rules. If these were your internal rules, you would have blocked my transfer to you. But the block was placed by the exchange you used. If you need my current residence permit and proof of residence in Hungary, I can provide it. But checking one transaction for a week is too much for me.

Aleksandr, thank you for your message — we understand your frustration, and we fully agree that delays are unpleasant.

You are correct that the technical hold was initiated by the exchange/payment provider through which the transaction passed. However, this process is still part of the overall AML/KYC framework, which we are required to follow. According to our rules, any transaction may be paused for additional AML review, and funds may be held until the verification is fully completed .

We cannot bypass or prematurely close an AML check — doing so would violate compliance procedures and could lead to the suspension of our own accounts and operations.

The documents you already provided were forwarded as required. If the provider needs additional information (for example, your Hungarian residence permit or proof of address), we will request it from you privately through secure communication, not publicly on the forum.

The 72 hours mentioned earlier is the average expected timeframe, not a guaranteed limit. In more complex cases — especially when third-party AML systems are involved — reviews can take longer. This does not mean anything is wrong with your funds; it only means the verification is still in progress.

We are monitoring your case every day and have already submitted an escalation request to speed up the process as much as possible. As soon as the AML team finalizes the review, the payout or refund will be processed immediately according to their decision, and you will receive an update right away.

Is there a solution? It's been 8 days already! How much longer do we have to wait?

Aleksandr, Thank you for your message.

At this moment, we have still not received the final decision from the payment provider’s AML department. The review is ongoing, and we continue to monitor your case daily to speed up the process as much as possible from our side.

We fully understand your concerns regarding the delay and share your desire to have the situation resolved as soon as possible. As soon as we receive any update or the final conclusion from the AML team, we will immediately inform you.

Thank you for your patience. We remain in contact and will keep monitoring the situation closely.

This is some kind of mockery. It's been almost 10 days since my transfer. Give me my money back! And wait for a response from the exchange.

Aleksandr, thank you for your message.

We understand your frustration and concerns regarding the delay. Unfortunately, we still have not received the final decision from the payment provider’s AML department. Their review is the reason why the transaction was placed on hold, and until it is completed, we are legally unable to issue a refund or proceed with the payout.

We are monitoring your case every day and have already submitted an additional escalation request to speed up the process. As soon as the provider gives us the final result, we will immediately notify you and process the payout or refund according to their decision.

We sincerely apologize for the extended timeframe and are doing everything possible within the compliance procedures. Thank you for your patience — we remain in contact and will update you as soon as we receive any information.

And now 12 days have passed. We still haven't received any information from you. What do we need to do to get our 600 USDT?

Aleksandr,thank you for your message.

We understand your frustration and concerns regarding the delay. Unfortunately, we still have not received the final decision from the payment provider’s AML department. Their review is the reason why the transaction was placed on hold, and until it is completed, we are legally unable to issue a refund or proceed with the payout.

We are monitoring your case every day and have already submitted an additional escalation request to speed up the process. As soon as the provider gives us the final result, we will immediately notify you and process the payout or refund according to their decision.

We sincerely apologize for the extended timeframe and are doing everything possible within the compliance procedures. Thank you for your patience — we remain in contact and will update you as soon as we receive any information.

Aleksandr, we will refund the funds on 12/15/2025 after passing the AML procedure.