Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello dear customer,

We strive to process refunds within 24 hours. Also, since you didn't provide your exchange ID, we can't identify you. Please contact our support team, and we'll try to look into this.

Óâàæàåìûé ïîëüçîâàòåëü,

Ïðîñèì ïðåäîñòàâèòü èíôîðìàöèþ ïî Âàøèì çàÿâêàì íàì íà ïî÷òó [email protected] äëÿ óòî÷íåíèÿ ñèòóàöèè. Ïðè îòñóòñòâèè äàííûõ îòçûâ ìîæåò áûòü ïðèçíàí äèñêðåäèòèðóþùèì îáìåííûé ïóíêò.

Ñ óâàæåíèåì, àäìèíèñòðàöèÿ, îòâåòñòâåííàÿ çà ìîíèòîðèíã îáìåííèêà BestChange.

Note: The refund came through in the end... with a request to remove this review.

Hello, thank you for your feedback.

We would like to clarify the situation, as a number of statements in your review do not reflect what actually happened.

Our service operates strictly in accordance with our AML policy, which exists to ensure the safety of our users and the integrity of all transactions. According to the compliance check, the funds involved in your transaction were linked to a high-risk category (mixer-related exposure). Even though the overall risk percentage was not significant, such categories are still not accepted under our policy, as well as by our liquidity providers and partner exchanges.

As soon as this was identified, our support team promptly informed you and initiated the refund process. We also clearly communicated that refunds in such cases may take up to 24 hours due to the involvement of the technical team, while noting that we would do our best to process it faster. The refund was completed within this timeframe.

We would like to emphasize that the outcome of the AML check is not determined by where the funds were previously held or purchased. Even funds originating from regulated platforms can receive a risk score depending on their transaction history.

Given the above, we are unfortunately forced to treat your review as misleading, as it presents assumptions about liquidity issues and intentional delays that are not related to the actual situation. At all stages, our team remained responsive and transparent, and the case was handled strictly within our policies and stated timelines.

We hope this clarifies the situation and thank you for your understanding.

Best regards,
CoinCraddle team

Let me deconstruct your response.

Firstly, I think you just made up that the funds involved in the transactions were linked to 'mixer-related exposure'. When I asked support for the reason why the transaction failed AML, he told me that he was not able to discuss that. The fact that you can now openly discuss the reason on a public forum is a direct contradiction.

Secondly, your statement, 'the outcome of the AML check is not determined by where the funds were previously held or purchased' is misleading. If funds carry exposure to mixer activity then that is as a direct result of their history. Obviously. Funds directly from Kraken HAVE NOT been put through a mixer.

Thirdly, your claim that refunds 'may take up to 24 hours due to the involvement of the technical team' is a weak excuse. When I started posting reviews you proved very quickly that you have the capacity to release the money much sooner than that; there is nothing especially technical about processing a refund. Therefore your prerogative to hold it any longer is arbitrary and likely exploitative.

Finally, you present my 'assumptions about liquidity issues and intentional delays' as entirely arbitrary and irrelevant. However, your inconsistent narrative and misleading explanation does not present a compelling alternative. I am sure that you are aware that stalling for liquidity is common practise in modern fintech, and I'm not the only one fed up of it.

The censorship of certain words which start with 's' and rhyme with 'ham' in my review does not help your case.

We would like to reiterate and clarify several points regarding your concerns. First, the information provided regarding the connection between your transaction and "mixer-related exposure" is based on the results of our internal AML checks, which adhere strictly to industry-standard practices. We assure you that the decision was not arbitrary, but based on the specifics of the transaction and associated risk factors. The fact that we can openly share these findings in a public forum is a result of our commitment to transparency, and we are acting in accordance with BestChange's recommendations.

Regarding your second point, the outcome of the AML check is determined by the transaction's overall risk profile and history, not solely by the platform where the funds were purchased. While we understand that the funds were sourced from a regulated exchange, each transaction is subject to an individual risk assessment based on its specific characteristics.

As for the 24-hour processing timeframe, it is important to note that this is a standard procedure for any refund request involving technical team involvement. This timeframe accounts for various factors, including the verification process and coordination with different partners. While we strive to complete refunds as quickly as possible, the 24-hour estimate is provided to ensure accuracy and compliance with our internal processes. We maintain that this is a necessary precaution, not an arbitrary delay.

Finally, your assumptions about liquidity issues are not aligned with our operational standards. Our team works diligently to resolve all issues promptly and in accordance with established protocols. The assertion that liquidity is being deliberately withheld is simply not true. We are committed to handling each case fairly and within the set guidelines.

We hope this clears up any misunderstandings. Thank you for your patience and understanding.

Best regards,
CoinCraddle team

Hello,

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.