Bitmore exchanger

Hello.
Thank you for contacting us. Please find below an explanation regarding your situation.

1. Results of the AML check
Whilst processing your application, our AML/KYT system identified a 100% link between the funds received and sanctioned sources. This is a critical indicator that prevents us from processing the transaction as normal.
In accordance with clause 11.2 of our KYC/AML policy, the Service checks transactions against international sanctions lists (OFAC/SDN, EU Financial Sanctions, UK Financial Sanctions, etc.), and according to clause 3.3, the ‘Sanctions’ category is one of the grounds for suspending a transaction.

2. KYC verification and AML checks are separate procedures
You have indeed completed the KYC procedure. However, identity verification and AML checks on transactions are two separate procedures. Successful identity verification does not remove restrictions related to the origin of funds. This position is set out in clauses 3.4–3.5 of our KYC/AML policy: Risk Score and risk categories form part of a comprehensive assessment, and even if you have completed KYC, a transaction may be suspended.
Please note that in your application, you stated that you had previously undergone an AML check. We ask you to provide screenshots (with dates) of the results of this check — we have not received them as yet. This will help us to better understand the situation and speed up the process.

3. Freezing of funds
In accordance with clauses 6.1–6.3 of the KYC/AML Policy, the Service is entitled to temporarily suspend the processing of a request and hold funds for the period necessary to conduct the verification. Suspension does not constitute a refusal — it is a measure aimed at clarifying the circumstances of the transaction.

4. Refunds
In accordance with clauses 7.1–7.5 of the KYC/AML Policy, a refund is possible provided that it is permissible from a technical, legal and operational standpoint. In the event of a 100% sanctions flag, a refund to the original account details requires additional verification and may be restricted in accordance with international sanctions legislation.

Sanctions cases are governed by international legislation, and each case is considered individually. In our experience, some issues are resolved within a week, whilst others may take up to two months — this depends on a variety of factors over which we do not always have control.
Your case is a priority for us. We are doing our utmost to resolve this matter. We ask for your patience — we will certainly contact you with the results.

Best regards,
The Bitmore Team

AML check: https://prnt.sc/P8BIdsSddxCW

We request that the monitoring administration remove the financial claim

1. You didn't answer why you asked me to verify another person? I can provide evidence of this statement of yours.

2. Sanctions are imposed on specific companies and individuals. I'm not on these lists, but if you're not happy with the sending exchange, why can't you simply return the cryptocurrency?

3. What exactly are you taking so long to review in my audit and how exactly are you trying to speed up the process?

1. Regarding the proposal for verification

In your enquiry, you state that you were asked to ‘undergo verification in another person’s name’. We would like to clarify the situation. It was you who initially contacted us to ask how the matter could be resolved more quickly. Given the circumstances, our operator suggested the following options: to undergo verification via a relative using a different form of identification, or to provide a residence permit (RP). This is standard practice aimed at facilitating compliance procedures, not at circumventing the Service’s rules.

https://prnt.sc/-NHicJj7s3QO

2. Regarding the refund and sanctions status

You are correct — sanctions are directed at specific companies and individuals, and we are not claiming that you personally are on any sanctions list.

The fact is that when cryptocurrency originates from a platform included on international sanctions lists, restrictions are imposed on the funds themselves — regardless of who owns them. This is a requirement of international sanctions legislation (OFAC, EU, UK, etc.), which obliges any service committed to regulatory compliance to suspend the movement of such assets.

Returning the cryptocurrency to the original address associated with a sanctioned exchange is, unfortunately, also a transaction involving sanctioned funds and cannot be carried out in the standard manner. Conducting such a transaction would constitute a breach of the sanctions regime — with legal consequences for both our Service and, potentially, for you.

We understand that this is a complex situation, which is why your case is being reviewed with the assistance of international compliance specialists. Our aim is to find a solution that complies with the law and resolves the matter.

Thank you for your patience.

*The screenshot has been edited to remove the client’s personal details; we will provide these to the administration upon request

Best regards,
The Bitmore Team

Let's take a closer look at your statement.

In the week since my cryptocurrency was frozen, has your AML check been able to determine that I'm not on any sanctions lists?

Clarifications regarding both of your questions were provided in our previous reply:
— Regarding verification: point 1 of our reply contains a detailed account of the circumstances and timeline of the request.
— Regarding the refund and sanctions status: points 2–4 of our first reply and point 2 of the previous reply describe the legal grounds on which the transaction has been suspended.
We would also like to reiterate: you stated that you had undergone an AML check yourself prior to sending the funds. We requested screenshots of the results of this check, including the dates — these have not yet been provided.
Our position is based on the Service’s current KYC/AML policy, to which you agreed when creating your application, as well as on the provisions of international sanctions legislation.
Your case is currently being processed. We will contact you as soon as the results are available.

Appeal to the monitoring administration
Please take note of the user’s complaint and intervene in the situation.
Summary:
1. The user sent funds from the HTX (Huobi) exchange, which is on international sanctions lists. The AML check showed a 100% link between the transaction and sanctioned sources. The report is attached.
2. In their appeal, the user themselves stated that they had previously undergone an AML check. However, screenshots of the results of this check, including the dates, have not yet been provided, despite our request.
3. When creating the request, the user agreed to the Terms of Service and the KYC/AML Policy, which explicitly provide for the suspension of operations upon the identification of sanctions risks (clauses 3.3, 6.1–6.3, 7.1–7.5 of the KYC/AML Policy; clause 13.2 of the Bitmore Terms of Service).
4. Our position is supported by the aforementioned internal policies and the provisions of international sanctions legislation (OFAC, EU financial sanctions, UK financial sanctions).
5. The user was provided with detailed responses to all points of their complaint. The user has not responded to the request to await the results of the investigation and continues to ask the same questions in different wording — this pattern of behaviour was also evident in correspondence with the client prior to the submission of the complaint.
We ask the administration to:
— Review the materials provided and confirm the legitimacy of our actions.
— If confirmed, to reject the user’s financial claim as unfounded and prohibit its resubmission on the same grounds.

Best Regards,
The Bitmore Team

You didn't answer my question.

In the week since my cryptocurrency was frozen, has your AML check been able to determine that I'm not on any sanctions lists?

Https://bitmore.io/ru/pages/pravyla-bitmore/

According to clause 3.1.2 of your rules,

You undertake to provide the Client with the necessary consultations and assist in resolving technical issues to ensure the proper provision of services.

Please answer my questions directly. You refused to do so in our Telegram correspondence and agreed to continue the conversation here.

Https://prnt.sc/fTN3vbscEzvz.

Hello Artur,

We are checking your case, please wait.

Kind regards, BestChange administration.

Dear Administration,

Please be aware that a user has made a public insult. This allegation is untrue and causes direct damage to the reputation of our service.

We ask that you take action against the user and prevent the publication of unfounded allegations, particularly given that the case is currently under review.

Best Regards,
The Bitmore Team

Dear BestChange administration.

This exchange service has been refusing to exchange my cryptocurrency for a month now, freezing my cryptocurrency, and refusing to refund my funds. Please take action against these *** and help me get my cryptocurrency back.

Dear BestChange Support Team, this exchange service has been holding my cryptocurrency hostage for three months now, and has recently started threatening to charge a 3% monthly fee for storing my assets—even though I provided all the requested information on the very first day. Please take action against these scammers and help me recover my cryptocurrency.

Your feedback is inaccurate. We are in contact with the monitoring authority regarding your case, and they are fully aware of the situation. To prevent other customers from forming a false impression of our service, we will provide a partial public clarification of the situation.

Your funds were flagged as ‘100% sanctions risk’ following an AML check. The verification process based on the documents you provided was unsuccessful. We sent you a list of documents required for re-examination, but you have not yet provided them.

Today, in response to our enquiry regarding the readiness of the documents, you replied that they are not ready and that there is no timeframe for their completion. A screenshot of the correspondence containing your reply will be sent directly to the monitoring authority.

The asset holding fee is not a threat. It is set out in our service’s AML policy, to which you agreed when you submitted your application.

Despite the fact that you have breached a number of clauses in our Terms and Conditions, we are meeting you halfway and doing everything possible to resolve the situation. Yet, instead of helping to have the account unblocked, you are publicly disparaging our service.

As soon as you provide the requested documents, the case will be referred for reconsideration.

Best regards,
The Bitmore Team

Can't you read? i provided the documents on the very first day my assets were frozen, yet you still refuse to return them—and now you're even charging a fee for freezing the assets. I advise everyone to stay away from this exchange service.