BitExchanger exchanger

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Siarhei,
Hello, all information has been sent to your mail, we are waiting for your reply.

Good afternoon, my funds are absolutely clean. I sent funds from this address to other exchangers. There were no problems. It looks like you're using my money under the guise of anti-money laundering. Immediately refund the money back or end the exchange. Moreover, I have already received a message from you that the funds have been sent to me. You misled me.

On March 31, 2025, I created an application to exchange 5,000 USDT TRC20 for USDT ERC 20. I have sent the funds to the address indicated in the application. After 10 minutes, I received a message that my money had been received and the exchange was completed. However, I did not receive my USDT ERC 20, although the exchanger informed me that they had been sent to me. No one answered me in the support chat. Then I sent a complaint that I hadn't received my funds. After sending the complaint, I received an email that my funds were sent from a suspicious wallet. However, I've been using this wallet for years without any problems. Literally 10 min before this exchange, I sent funds from this wallet to another exchanger and there were no problems (Order ID 26981 îò 2025-03-31). So I am sure that my funds are absolutely clean. It looks like my funds are frozen under the guise of verification and this exchanger uses them for its own purposes. I ask you to return my funds immediately, and remove this service from the listing.

Hello,

Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or 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.

Thank you for your response, but I'm still not sure why my funds have been frozen. You initially informed me that my wallet was linked to risky assets, but now you're saying that the security system of the liquidity provider has been activated. Could you please tell me which liquidity provider this is and how it relates to my funds? It seems like your service has frozen my funds without any explanation. I can't provide you with my personal information because don't know what purpose it will be used for. Please provide me with the real reasons for the freeze, or refund my funds immediately.

31 ìàðòà 2025 ãîäà, â 17:13, ÿ ñîçäàë çàÿâêó íà îáìåí 5000 äîëëàðîâ ÑØÀ TRC20 íà USDT ERC 20 â îáìåííèêå BitExchanger, óêàçàííîì â âàøåì ñåðâèñå. ß îòïðàâèë ñâîè ñðåäñòâà íà àäðåñ, óêàçàííûé â çàÿâêå.  17.22 ÿ ïîëó÷èë ñîîáùåíèå îò îáìåííèêà î òîì, ÷òî îáìåí çàâåðøåí è äåíüãè ìíå îòïðàâëåíû. Îäíàêî ÿ íå ïîëó÷èë ñâîè USDT ERC 20.  ÷àòå ïîääåðæêè íà ñàéòå ìíå íèêòî íå îòâåòèë. ß îñòàâèë íà âàøåì ñåðâèñå æàëîáó íà òî, ÷òî íå ïîëó÷èë ñâîè ñðåäñòâà. Ïîñëå îòïðàâêè æàëîáû â 18:20 ÿ ïîëó÷èë ýëåêòðîííîå ïèñüìî, â êîòîðîì ãîâîðèëîñü, ÷òî ìîè ñðåäñòâà áûëè îòïðàâëåíû ñ ïîäîçðèòåëüíîãî êîøåëüêà è çàìîðîæåíû. Îäíàêî ÿ ïîëüçóþñü ýòèì êîøåëüêîì óæå ìíîãî ëåò áåç êàêèõ-ëèáî ïðîáëåì. ß ñîîáùèë îá ýòîì îáìåííèêó. Ïîñëå ýòîãî ÿ ïîëó÷èë åùå îäíî ýëåêòðîííîå ïèñüìî, â êîòîðîì ñîîáùàëîñü, ÷òî ñèñòåìà áåçîïàñíîñòè ïîñòàâùèêà ëèêâèäíîñòè áûëà àêòèâèðîâàíà âî âðåìÿ âûâîäà ñðåäñòâ, è íà äàííîì ýòàïå ìîè ñðåäñòâà áûëè çàìîðîæåíû. Êàêîå îòíîøåíèå ñèñòåìà áåçîïàñíîñòè ïîñòàâùèêà ëèêâèäíîñòè èìååò ê ìîåé çàÿâêå?  ðåçóëüòàòå îáìåííèê BitExchanger ïîä ðàçíûìè ïðåäëîãàìè óäåðæèâàåò ìîè ñðåäñòâà è èñïîëüçóåò èõ â ñâîèõ öåëÿõ. ß òðåáóþ íåìåäëåííî âåðíóòü ìîè ñðåäñòâà è èñêëþ÷èòü ýòîò îáìåííèê èç ñïèñêà íà âàøåì âåá-ñàéòå.

Hello Adin,
The exchange conditions, as well as the rate fixation, are clearly stated and observed. We can provide all the screenshots of the order on the exchange. As for the question about the exchange amount at which the rate is floating - you write about it yourself, which means you were satisfied with the conditions and you saw them. You must understand that the rates on the exchange change every second, and you saw in the conditions at what amounts it is fixed and unchangeable. Thank you for

I like this may of doing business "due to our t&c" you can write anything there and most of the people won't read it. The only question is my Bestchange administration let some exchanges pump their rate on the exchangers list with tricky t&c and another exchanges don't do it and stay below.

So I can make exchange rate +0.5% then all other exchanges have to stay on top on Bestchange. Then I set minimum exchange amount of 25xmr and then write a rule on my website that if you exchange more then 25xmr there is an additional fee of 0.5% = PROFIT, we get more traffic and always on top of the bestchange list!

That's not how business should be done.

Adin, You are wrong, and your calculations are just your assumptions. Apparently, you don't know that the conversion of coins takes place on the exchange, and on the exchange - the exchange rate is constantly changing, the exchange takes a commission for conversion, and the exchange takes a commission for withdrawal of money. And we in turn - honestly and transparently write immediately about these costs, so that all clients can see and understand the figures from which the calculation is made! Therefore, before writing and indignation, please study how stock exchanges work, what a commission order is, stock exchange stakes, and how they work. And a whole world of math will open up for you, amazing and incredible. Thank you for your comment.

It's a miracle! After sending the link to the complaint to the operator, the request was executed in less than a minute.

Hello John,
All information about the timeframe of the order is specified in the tariffs and description. Your comment does not affect the processing speed of the automated system in any way.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Diana, Your order has been paid in full within the regulations specified on the site. And the rate you choose. What 72 hours are you talking about? Do not mislead users. Orders are processed much faster. All rates and times are in the rules, and on the order page. Have a good day

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Vladislav,
The operator in the chat gave an explanation of your application, we are waiting for your feedback.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello dear customer, Your application has been paid, we apologize for the delay.

Dear user, we kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Sincerely, administration of the BestChange exchanger monitor.

Yes, it was processed after 6 hours.

Hello Alex,
If your wallets have a high level of risk. Which is detected after AML verification - we do not have the right to process such transactions. This is indicated in the rules of our site and in the monitoring rules.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Dear administrator, I don’t see the point in calling for a reaction from this exchanger. I assume that if they deceived me initially — and will not respond to your call. I ask YOU, bestchange, to take measures to solve this problem, so that in the future people with IP from Russia will not be deceived.

Hello Artem,
You have been paid for a long time, the delay is due to problems on the Monero side. We can't influence the network performance in any way. Please synchronize your Monero wallet again to update the information.

Dear user, we kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Sincerely, administration of the BestChange exchanger monitor.

Hello Berlin-SA,
Costs for the commission of sending and processing the order - we do not charge in the tariff Not fixed rate. If you think that the exchanger is obliged to cover all transaction costs - it is not true. We only cover costs in rates where customers pay a commission. When you buy cryptocurrency on the exchange - it takes a commission, when you withdraw cryptocurrency from the exchange - it takes a commission. That doesn't make you uncomfortable, does it? We can't cover all the costs and work at a loss. Exchanges are for exchanging, not for making money. We apologize if we have caused you any inconvenience.

This talk is not true there is no transfer fee or buying and selling currency up to 12%
it is not my business to pay you the currency fees that you send
When I sent the money, I sent it correctly without any fees
It is supposed that when you place an ad, it should be correct, but what happened half an hour after I sent you the money, although the price is still fixed, you changed it and sent it minus 12%

Berlin-SA, There is no % commission here, there are fixed amounts that are charged by providers. Our service is not a platform for making money. We do conversion and exchange, but in no way provide services for earning or arbitrage of currencies. If you are not satisfied with the way exchangers work - you can do the exchange on the exchange. We have a clear description of how we work and it says that we do NOT cover commissions in the tariff Not fixed rate. If you need a clear amount to exchange - choose a tariff with a commission. Or use the exchange on the exchange. No exchanger will not work in minus, it is not profitable. We have a mark - floating rate, we have clearly defined rules - if you were not satisfied with something, you would not do the exchange. Once again, if you came to make an exchange without commissions and earn money - this is not for exchangers, you will not earn on them. Have a nice day!

And you too, why don't you exchange on trading platforms, why do you create a website and sell and buy cryptocurrency, even though there are many trading platforms
Sir, if the exchange is unprofitable for you or me, what's the point of creating an exchange site if it's not about gains
My problem with you is that you haven't been clear with me and don't tell me exactly how much you're going to send me until after I send the money you change the amount because then I can't back out.

Berlin-SA, We have a mark on the monitoring - floating rate. There is also a warning that the rate will be changed to the actual rate at the time of fixing the rate on the partners' platforms. If you need the exact amount of exchange in advance - you can choose a tariff with a commission. We have many different tariffs to choose from. You do not write to the representative office of the exchange - why do you take a commission for sending? Why do you charge a commission for an order? - No, because it is generally accepted, there is a commission everywhere. In some tariffs we take it on ourselves - when the client pays us our commission. And in those tariffs where the client doesn't pay it to us, we can't take it on ourselves and incur losses. This commission is very small, if you change a larger amount - it will be unnoticeable and insensible. But since you changed a very small amount - the commission looks high, but it is not, it does not need to be calculated in % ratio. For example, you buy on the exchange Binance bitcoin for 100$ . This is approximately 0.0019 BTC. When you want to send them to your cold wallet - Binance will charge you a commission of 0.0004 BTC! And you will receive on your wallet 0.0015 BTC. And this is already about 76$. And what do you get? That you bought on Binance bitcoin not at 51167$, but at 66667$? No! Because the purchase and the total amount to be received are different things. There is the marking price on the exchange - and there is the actual amount received after withdrawal. They are different things. Your math is wrong, and we sincerely don't understand why you think we should cover the commission. You don't pay us a commission and we have to bear the loss and pay it? Even the exchanges don't do that. We sent everything to you according to the exchange rate, and from the amount of receipt was taken the commission of the network, and the commission of the order, these are the costs - which are in the exchange. We can only pay this commission if you pay commission to us. If every exchanger would do free exchange at the exchange rate and at their own expense to make the shipment - all would have already gone bankrupt. Understand this. We can't afford to work at a loss and let someone enrich themselves at our expense. That's not how business works.

I chose. TRC20 To Polygon
TRC20 Fees 1 USD for any amount Polygon Fees 0.30 USD for any amount
And the exchange rate is known to everyone
You chose the price on your site and I chose a non-fixed exchange rate, but you sent me an amount that has nothing to do with the exchange rate
And the rest of your words have nothing to do with it, you're trying to justify to yourself taking people's money without right.

You didn't mention any commissions in the Order because if you had told me, I would have rejected the Order, but you want it to remain unclear.

Berlin-SA, You completed the exchange by agreeing to our exchange rules. Therefore, we do not understand what rights you are talking about. If you do not like how the exchange works, you can choose another exchange or use an exchange. We don't force anyone to do an exchange. We have our own rules and we conduct the exchange according to them. We consider further comments pointless, as the exchange is completed, there are no financial obligations to you. And please read again the information that is written BEFORE creating the application. It clearly states that in the tariff "Not fixed rate" - we do NOT pay all commissions. What makes you think we have to work at a loss. You don't pay commissions to us - we then don't incur the costs. Everything is fair and just. You should not look for a source of income in exchange offices. We wish you to find the exchanger where you can earn money, and we wish you a good day!

Your words are not true because you have to mention everything in the order, but you are trying to manipulate in a professional way and tell me that there are conditions that you have already agreed to, there are other honest and clear exchange offices that I have dealt with and I have not seen such strange things.

Berlin-SA, Continue exchanging at other exchangers that you like. We apologize that you did not like our exchange office. Thousands of customers are satisfied with our service, that says a lot. At this point we consider further commenting inappropriate. All explanations and examples have been provided.

Hello Joy Bangla, the application has been paid in full, the operator described the situation in the chat, there are no financial obligations to you.

Hello,

Dear user, we kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Best regards, BestChange administration.

Hello!

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

Best regards, BestChange administration.

Font change here! Still not get my money, never seen such staff.

Hello Sergey, It is not our fault that your bank canceled the transfer. The operator explained everything to you in the chat. In addition, you received a refund on the same day. Your claim is baseless.