CoinCraddle exchanger

Hi!

We regret to inform you that your exchange has been automatically paused by our system due to an internal compliance alert. In accordance with our AML policy, we are required to carry out additional checks before we can proceed.

We have already provided you with the email address of our dedicated compliance agent. Please contact us via that email so our agent can review all the details of your case.

Additionally, we have submitted all relevant information regarding this matter to the BestChange administration. As this situation falls under AML compliance procedures, we kindly ask for your patience while the necessary review is completed.

Please note that all users are required to comply with our AML policy, which is clearly outlined in our terms of service when initiating an exchange.

We appreciate your understanding and cooperation, and we will update you as soon as we have further information.

Best regards,
CoinCraddle team

I would like to update this dispute. I have not received any response from the exchanger despite several emails sent to the address they provided. My funds remain blocked, and there has been no clear explanation or timeline for resolution.

This lack of communication is unacceptable, and the situation has already caused me financial losses due to market fluctuations. I respectfully request that BestChange intervene to ensure the exchanger either processes the transaction or returns the funds promptly.

I am ready to provide all necessary evidence and transaction details upon request.

Unfortunately, cases involving AML-related holds require time for thorough review and verification. Please rest assured that your case is currently under investigation, and we will notify you as soon as any updates become available.

If we require any additional information from you, our compliance agent will reach out to you directly via email.

We appreciate your patience and understanding during this process.

My funds (over 138,000 USDT) are still being held. The exchanger requested KYC, but the provided link does not work, and I informed them immediately. I also sent my contact details, but no alternative way to complete verification was offered.

A significant amount of time has passed, the exchange is not completed, and the funds are being held without clear timelines or explanations. This is unacceptable, especially given the market volatility and the size of the amount.

I demand the exchanger either complete the transaction or return the funds immediately. I kindly ask BestChange to intervene and help resolve this issue.

We understand your concern, but at this time your case is still under investigation. Unfortunately, AML cases take time to thoroughly review and verify.

Please be assured that as soon as updated information becomes available, our agent will notify you via email.

Also, we would like to note that all questions about your case are discussed with our agent via email. Please continue to communicate directly via email and expect a response.

Best regards,
CoinCraddle team

It has now been almost two full days, and I still have not received a clear KYC request from the exchanger. The designated AML officer is not responding to emails, and I keep receiving only generic, template replies.

A risk scoring check shows that the transaction carries no risk, yet my funds remain frozen with no clear next steps or communication.

I am publicly requesting the exchanger to clearly state:
• What specific documents or information are required for KYC
• Where exactly these should be sent

This delay and lack of proper communication is absolutely unacceptable, especially given the amount involved (over 138,000 USDT) and the high volatility of the crypto market.

I am fully cooperative and ready to provide all necessary documents immediately once I receive clear instructions.

I kindly urge BestChange to take this matter seriously and encourage the exchanger to respond with direct and actionable information without further delay.

Hello,

Unfortunately, your exchange has been suspended by the requirements of the international AML/KYC policy during verification.

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. You agreed to the rules and the AML policy of the exchanger when creating the order.

The exchanger does everything possible to return funds as quickly as possible. Please send the requested data to the exchanger and wait for the verification to complete.

Sincerely, administration of the BestChange exchanger monitor.

Thank you for the response.

I fully understand the AML/KYC requirements and am ready to complete the verification. However, it has been almost two days and the exchanger has not provided clear instructions for completing KYC via email, even though the link they sent does not work, which I informed them about immediately.

I have already provided my contact details, including email and Telegram, but I keep receiving only generic replies without any specifics.

The delay is not due to the verification itself, but due to the exchanger’s lack of clear communication.

I kindly ask BestChange to request the exchanger to:
• Provide a clear list of the required documents and information
• Confirm the email address to which I should send them
• Acknowledge receipt of my previous emails

My funds remain frozen with no progress on the case.

It has now been more than 5 days since I fully complied with the exchanger’s KYC/AML requirements, including providing proof of the origin of funds. However, my funds (over 138,000 USDT) remain frozen, and the exchanger has completely stopped responding.

Due to this ongoing delay and lack of communication, I am experiencing direct financial losses caused by market volatility and the exchanger’s failure to fulfill their obligations.

Additionally, I would like to point out that BestChange has moved my complaint to a neutral status, effectively removing my ability to apply any pressure on the exchanger. I respectfully request clarification: on what grounds was this decision made, and what purpose does it serve, considering the issue remains unresolved?

I ask BestChange to take action and intervene with the exchanger to ensure the prompt return of my funds or the completion of the exchange.

This case has now been ongoing for over two weeks, mainly due to the exchanger’s prolonged response times — often taking several days to reply to even basic questions.

They forced me to undergo AML verification using a third-party service (AMLBot), without offering any alternative method. They also requested my phone number and Telegram handle, but never contacted me through either channel.

The lack of transparency, flexibility, and timely communication has made this process unnecessarily difficult and stressful.

Again, I must ask: Why did BestChange move this dispute to a neutral status while the issue remains unresolved and the funds are still frozen? I believe users deserve a clear and public explanation in cases involving significant delays and blocked funds.

Dear CoinCraddle / BestChange team,

Over 60 days have passed since my funds were blocked. This is no longer just a private dispute — the situation has escalated into a broader investigation involving regulators and international media.

At this stage, your continued silence is no longer just a lack of response. It reflects how you handle conflict resolution and your commitment (or lack thereof) to transparency and lawful practice.

So here is my simple question:
Are you willing to resolve this openly and lawfully — or do you choose to remain silent and risk full legal and reputational exposure?

I’m no longer seeking explanations. I am expecting action.
Specifically:
•Either you provide a mechanism for releasing the funds (in XMR, reflecting the real financial impact),
•Or I will consider your ongoing refusal to engage as final, and escalate accordingly.

Given your AML partnerships, promoted listing standards, and public user trust, I reserve the right to release the compiled dossier to relevant oversight bodies and public channels.

This is not a threat — this is a lawful notification. My actions remain fully compliant with applicable regulations.

Dear Sop,

Your transaction was temporarily frozen following an official request from a competent authority. The request explicitly states that the funds are linked to illicit activity. In such cases, we are legally obligated to comply and cannot proceed without proper clearance.

You were provided with the contact details of the relevant authority and advised to follow up directly.

We remain open to resolving the situation through proper legal channels, but we cannot ignore official procedures or bypass legal obligations under any circumstances.

Best regards,
CoinCraddle team

Dear BestChange team,

Thank you for your reply. However, some serious concerns remain:
1. I’ve contacted the Russian authority you provided multiple times with no response. If this is a legitimate legal matter, why hasn’t it gone through proper international legal channels?
2. The funds were frozen on the same day of the transaction, long before any “official request” could have been processed. This raises serious doubts about the basis of the block.
3. Neither you nor CoinCraddle have provided any documents. I’m left with vague references and complete silence — for weeks.
4. As a platform users trust, BestChange plays a major role. Most listed exchangers don’t disclose any legal jurisdiction, and you enforce AML procedures through your own affiliate partners. That suggests potential conflicts of interest.

Please clarify:
• On what legal basis are you enforcing Russian requests without formal international procedure?
• Why was the transaction blocked immediately, without due process?
• What are you willing to do in cases where the user is left completely ignored?

This is not an accusation, but a formal concern. I’m acting strictly within legal boundaries and will continue to pursue this through international channels if necessary.

It’s been nearly three months since my funds were frozen via CoinCraddle — an exchange I used through BestChange, which promotes itself as a trusted aggregator. The issue remains unresolved.

Immediately after completing the transaction, the funds were frozen with no clear explanation or documents. Weeks later, I was told there was an “official request” from the Russian Ministry of Internal Affairs — but I’ve never been shown any copy of it. I’ve contacted the mentioned investigator multiple times from different emails, but never got a reply.

Now both CoinCraddle and BestChange have stopped responding. No updates, no assistance — just silence. Meanwhile, the value of the frozen Monero has increased dramatically, and I’m now facing a loss of over $100,000.

I’ve filed complaints with the Dubai Police, VARA, DFSA, and other authorities. This is clearly more than a one-off issue — it shows signs of a systemic scheme. Funds are being frozen without legal proof, and then the users are just ignored.

I have not received a single piece of legitimate documentation to justify the freeze. Just an email address of someone in another country who won’t respond. There’s no transparency, no due process, no responsibility.

If this continues, I’ll have no choice but to escalate the matter publicly and share all materials with international media and crypto watchdogs. I’m acting fully within the law — but this cannot be allowed to quietly fade away.

More than six months have passed since the incident.
- BestChange has not provided any substantive reply.
- The exchange CoinCraddle has not submitted any official documents to justify the freeze.
- The investigator they referred me to has not responded.

A criminal case has now been opened in Dubai, and the matter is under official investigation.

This highlights the risks of using unregulated exchanges. I continue to pursue resolution strictly through competent authorities.

More than one and a half years have passed since CoinCraddle began withholding 667.775874909180 XMR belonging to me. Despite numerous requests and a lengthy dispute process, my funds have still not been returned.

I chose this exchanger solely because it was listed on BestChange, believing that if a dispute ever arose, the platform would genuinely help protect its users. However, my dispute was eventually moved to a neutral status, while the underlying issue remains unresolved.

After more than one and a half years, I have received neither the return of my 667.775874909180 XMR nor any convincing explanation that would justify such prolonged retention of my assets.

Legal proceedings in this matter are ongoing, and the case materials are being submitted to the competent authorities and used for further legal assessment.

Until my 667.775874909180 XMR are returned to their rightful owner, I consider it my responsibility to warn other users about my experience with CoinCraddle and about the way my dispute was handled through BestChange.