Hello Alvaro,
Following the AML check, your transaction was flagged with a 100% High Risk rating. Consequently, the transaction has been temporarily frozen in accordance with the applicable AML policy.

In that case, please refund the money; you've been holding onto it for a year.

Alvaro, As previously reported, your transaction was flagged with a 100% High Risk rating. Consequently, the operation has been temporarily frozen in accordance with the applicable AML policy.
We also wish to inform you that, since the request was submitted, we have not received the information previously requested from you, which is necessary for the further review of the transaction.

Dear Support Team, is this normal? They cite transaction risks, but a whole year has already passed. I demand a refund—how can they hold onto my funds for an entire year? What grounds do they have for withholding the funds now?

This isn't normal. Please help.

Alvaro,
We understand your concern and apologize for the extended waiting time.

Your transaction is currently undergoing an additional AML review and has been temporarily suspended in accordance with our internal AML procedures.

We are monitoring the status of your transaction and will inform you as soon as there is any update regarding the next steps.

They tell me they're conducting an analysis, but I just want a refund—that's all I need.

Alvaro,
we understand your concern. The transaction is still under review, and we are waiting for the final status. We will inform you as soon as we receive an update.

They're ignoring me and keep giving me the same answer over and over. Please help.

Alvaro,
We understand your concern. You were previously asked to provide the information required for KYC, but you have not yet submitted it.
Our specialist has already provided you with information regarding the transaction status via chat. We will let you know if there are any updates on this matter.

I need the news right now. You've been holding onto it for a year, and now you're telling me I have to wait some more—is that normal?

Alvaro,
We understand your concern. Your transaction is still under AML review, and we will inform you as soon as we receive an update on its status.

Dear Administration, my issue has still not been resolved.

Alvaro, your transaction has been classified as the highest risk level (100% High Risk). We previously sent you a list of documents required for verification (KYC), but we have not yet received a response from you.

I refuse to go through the verification process. Just give me back the money you've been holding onto for a year. Your terms and conditions state that I'm entitled to a refund, so please do that.

Alvaro, We are not holding onto them, in fact, we haven't received them. Your funds are frozen, and the rules also state that we may request KYC verification for high-risk transactions

I don't want to take the Kyc, it's been a year already. Please refund my money.

Rules on your website

6. The Service has the right to:
6.2. Process a Refund within 24 hours of the User’s request and the User’s provision of the information necessary to process the Refund.
6.3. Not reimburse the User for payment system fees associated with the Refund, and to charge a fee for the Refund of Unaccounted Funds in accordance with Section 8.
6.4. Charge the refund fee specified in Section 8 if the Service is unable to process an Exchange for reasons beyond its control, such as if the User’s account is blocked or subject to limits, or if the Request was submitted incorrectly.
6.5. Charge the Refund fee specified in Section 8 for Requests canceled due to a timeout when the User has sent Funds to the Service’s accounts after canceling the Request and requests a Refund.

So, please give us our money back!

Alvaro, The information that you need to provide was sent to the mail specified in the order on the same day, after the AML was triggered on your order.
We also want to draw your attention to the fact that you sent information on the return rules that passed AML verification and were not paid for any reason.
In your case, the AML risk for the transaction was triggered and it was 100%; the transaction was frozen on the provider’s side. I also ask you to draw your attention to the fact that you agreed to the AML policy before creating the order.

Yes, I understand everything, but a year has already passed. I'm refusing to complete the Kyc, the exchange didn't go through. Just give me my money back.

Alvaro, We would like to reiterate that your funds are currently being held by the provider. The information requested was not required just now; it was requested immediately after the AML check was triggered for your transaction.
However, throughout this period, you failed to provide the necessary information that was sent to your email; consequently, the verification process could not be completed.

I refuse to take the test; give me my money back.

Alvaro, As previously reported, your transaction was flagged with a 100% High Risk rating. Consequently, the operation has been temporarily frozen in accordance with the applicable AML policy.
We also wish to inform you that, since the request was submitted, we have not received the information previously requested from you, which is necessary for the further review of the transaction.

In that case, please send me an email telling me what you'd like to receive from me.

I sent them all the information they requested, and I'm waiting for a refund.

I still haven't gotten my refund.

Alvaro, Please look out for information via email.

There's still nothing.

Alvaro, please check your email again

I still haven't received anything. What's going on? Can you speed up the process?

Alvaro, we've sent you all the information via email, please check it.

I sent them all the information they requested, and I'm waiting for a refund.

Alvaro,
Your request is currently under review. We kindly ask you to wait a little longer. As soon as we receive any new information regarding your case, we will notify you via the email address provided in your order.

I'm still waiting, nothing has changed.

Alvaro,
Your request is currently under review. We kindly ask you to wait a little longer. As soon as we receive any new information regarding your case, we will notify you via the email address provided in your order.

How long is this going to go on?
What's this review all about again?

Alvaro,
Your request is currently under review by the payment provider. We are awaiting their decision and, as soon as new information becomes available, we will notify you via the email address provided in your application.

Alvaro, The refund has been successfully processed.