Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Obi,

We understand your concern. According to our records, our agent informed you that we are in contact with the relevant authorities regarding this matter and are awaiting their response, which is why there is a delay.

While AMLBot itself does not provide risk-associated information, please be aware that it is not the sole source of risk indicators available. In this specific case, the address was provided by authority agencies.

We are not interested in withholding client funds, and we are committed to long-term cooperation. These procedures are part of our due diligence.

We hope for your patience and understanding!

Regards, Changee team

Who is this mysterious agent? Why did the money not remain at the intermediate address until the end of the "investigation", but yesterday it was transferred and used by you?

Obi,

We did not use your funds. The funds were received on the exchange's address and are located within the exchange's infrastructure. Like any other hot wallet, the exchange has the right to move funds at its own discretion within its infrastructure, however the equivalent of this amount remains on your account and no one uses these funds for their own purposes.

Our colleague will inform you by email as soon as we receive any new information. We will do our best to expedite the investigation process.

Regards, Changee team

That is, my funds turned out to be clean enough to be listed on the the exchange's infrastructure and participate in trading. And the equivalent of my amount is located at some third-party address that has nothing to do with the addresses that were involved in my exchange. Not very convincing.

Obi,

We understand your concerns. In this case, there are many complexities, but all these procedures are part of our due diligence.

Our special agents are already investigating your case. We will make every effort to clarify all the details of the matter as soon as possible and get back to you with the results.

We hope for your patience and understanding.

Regards, Changee team

I will not close the claim until the problem is resolved.

Hello Obi,

We are sorry that this situation happened to you. Your transaction does not have any high-risk tags. However, please note that AML/KYC policy is not limited to checking high-risk tags in a transaction. According to the AML/KYC policy, the exchanger can check not only the transaction but also other data provided by the user. Furthermore, according to the service rules, the exchanger has the right to use any legal information, third-party tools for analyzing the origin of digital assets, and the development of the screening system for verification.

The complaint will be transferred to neutral status with the possibility of further comment. However, even though the review status has been changed, we continue to monitor the situation.

Kind regards, BestChange administration.

How is the mythical investigation going? It looks like my money is in the hands of ***.

Obi,

Hello! Thank you for your patience.

According to our records, an investigation is currently underway regarding the funds. We will inform you as soon as we receive new information. We appreciate your understanding.

Regards, Changee team

I ask the Bestchange administration to pay attention to the details of this complaint and look at the screenshots of the correspondence. I hoped that Bestchange primarily protects the interests of customers, and not ***. There are too many inconsistencies in this situation.

1. The transaction took a very long time and the status changed several times from payment from the exchanger and back to waiting for payment from me. Which has already caused me some concerns, because this does not happen in automatic mode.

2. The first time, customer service responded that the transaction was not completed because they could not send funds to the Bitcoin address I provided. I sent them a different address.
https://bc.to/iWWHBs
https://bc.to/ATSGD0

3. Then support received a current version of a delay in payment due to blocking. In this case, only standard excuses are used. A very convenient position to simply remain silent and stall for time. Despite the fact that Changee themselves admitted that AMLbot did not show any negative information.
https://bc.to/xF978j
https://bc.to/DaLuAq

4. The big question is why did they not leave my funds at a temporary address until the end of the “investigation”, but were immediately transferred to another account? My funds turned out to be clean enough to be listed on the exchange infrastructure and participate in trading. And the message that my amount is fixed at some other address looks simply ridiculous. Neither the address nor the amount of equivalent funds were indicated in the personal correspondence. Again, it's very convenient to use this as an excuse.

This has been going on for two weeks now. Silence and standard excuses. How much longer can this last? Month? Year? This can last as long as you like. Now the administration of the exchanger can answer any question every time: “we understand your concern, wait for the investigation to be completed.”

Obi,

Your order is still under investigation. We kindly ask for your patience. Our agents will inform you once there is new information regarding the investigation results.

We deeply apologize for any inconvenience and frustration this situation may have caused you. We understand that some of our internal processes and actions may be unclear to you, but please rest assured that all procedures are part of our due diligence.

Regards, Changee team

Q. E. D. Same answer to all comments. It's as if a robot is writing, not a person. Bestchange administration, finally pay attention to this.

Obi,

No, these messages are not written by a robot. You are repeating the same thing, so we have to respond in the same way as well. We are deeply sorry for the prolonged situation, but your order is still under investigation. We do not have any updates at the moment, but we will definitely inform you as soon as new information becomes available.

We appreciate your patience.

Regards, Changee team

Am I writing the same thing? I ask questions and give various arguments with confirmations and screenshots. Show me at least an address with a reserved equivalent of my funds, and not just the words “We appreciate your patience” that you write in every comment and which mean nothing.

Almost a month has passed since the blocking. The FF service, through which I received blocked funds, has resumed its work. I contacted FF support for confirmation that the funds were received from their addresses. FF support responded that since I cannot confirm that I initiated these exchanges, they cannot provide information about orders. BUT if the Changee service contacted them directly, they would be able to confirm that the transactions for the specified trades were sent.
https://bc.to/6FMkxm

I have a question again. Why hasn’t the agent leading the investigation contacted FF service support for a whole month? This is the most obvious step. Maybe because there is no investigation?

Obi, hello,

The investigation is still ongoing at the moment. Don't worry, our agent handling this case knows what to do in this situation. We are following our own protocols. We understand your concern, but we kindly ask for your patience as we await information from our team. We will inform you once there is an update.

Regards, Changee team

Thank you for your patience during the investigation process. We are pleased to inform that the investigation has been concluded and the funds have been successfully returned to the client.

Regards, Changee team

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.

Funds have been received and the situation has been resolved.