Coinumm exchanger

We are sorry to hear about your frustration and would like to address your concerns properly. At this stage, however, we are unable to identify the transaction, as no exchange reference or order number was provided.

To assist you accurately and review the situation in detail, we kindly ask you to provide additional information, in particular:

1) the exchange/order number, and/or

2) the email address (if differs)

For security and data protection reasons, we also recommend contacting our support team directly via email at [email protected], where your request will be handled through our official support channel.

Please note that our company operates in accordance with high standards of customer service and regulatory compliance. We take every inquiry seriously and aim to provide clear, lawful, and transparent assistance to all users. Resolving issues efficiently requires accurate information, which allows us to review each case fairly and thoroughly.

Once the requested details are provided, we will be happy to investigate the matter and provide you with a clear and structured response.

Thank you for your cooperation. We look forward to assisting you.

Best regards,
Coinumm Team

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Rory,

Thank you for your message.

Yes, this is normal.
Your transfer was sent via SEPA bank transfer, and such payments are not processed instantly. Even if the funds have already left your bank, SEPA transfers may remain in a pending status until they are received and credited by the beneficiary bank.

Typically, SEPA transfers take from several hours up to 1–2 business days, depending on:

1) the sending bank,

2) the intermediary banks involved,

3) the time the transfer was initiated,

4) bank processing cut-off times.

Once the funds are credited to our account, the status will be updated automatically, and your exchange will be processed without delay.

Please rest assured that your transfer is being processed normally. If the funds are not credited within the next business day, feel free to contact us again and we will gladly assist you.

Best regards,
Coinumm Team

Hello Zion,

We appreciate your feedback!

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Hello Blake,

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Hello Marvin,

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Hello Marcus,

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Hello Carlos,

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Hello Emilio,

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Hello Kai,

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Hello Richard,

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Hello Tony,

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Hello Walker,

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Hello Henrikas!

Yes, we can confirm that your exchange was never completed, due the fact that it was made a decision to make a full refund of your made transfer.
Don't mislead the visitors of the BestChange with the terms which are not provided correctly by you. Review of your provided documentation and decision making didn't took 2 weeks.
At any moment you could request a refund and receive your funds back if you didn't wanted to wait longer.
Request regarding your sent trasfer was made according to the company policies with whom you agreed at registration & order creation moment, also as made decision.
https://coinumm.com/en/user-agreement
We hope that we have answered on all your interested questions. If not, then you can contact us by any convient method which can be found in the "Contacts" section
https://coinumm.com/en/contacts

Best regards,
Coinumm Team

You received the transfer last Monday, it's almost 2 working weeks. Namely, 9 working days. I still haven't received my money back to the bank!

Your selected method was "SEPA", banks are working only withing business days from Mon. till Fri. It took some time, while you provided requested information for review. As we informed you previosly all the terms from our side took according to the "User agreement" & "AML policy" of the company.
Contact your bank for further assistance regarding the funds which were already refunded yesterday by our side. Usually funds are received back within few hours or within 1 business day.

Hello, Felix!

Thank you for you feedback, we would like to inform you about few moments:
1) We are providing exchange for direction EUR --> USDT (TRC-20), you had an issue with network selection, due that fact you got an error that wallet in another network can't be used (ERC-20 network was selected), please pay attention at order creation moment on USDT network in a calculator.
Customer support operator in a chat wanted to help you, but it was very hard to understand what exactly happened, that's why it was requested to provide screenshot with a seen problem.
2) Verification didn't taked few hours to make a decision it took more time, due the fact that documents didn't fitted to company requirements needed more that 1 attempt to complete verification.
If you will have any additional questions, feel free to contact us, we are sure that some misunderstanding caused during your first expirience.

Best regards,
Coinumm Team

Hello Guy!

We appreciate your feedback!

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Coinumm Team

Hello, Natalia!

We appreciate your feedback!

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Coinumm Team

Hello, Marinos Antoniou!

We appreciate your feedback!

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Coinumm Team

Hello, Jed Herman Herman!

We appreciate your feedback!

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Coinumm Team

Hello, Jed Herman Herman!

We appreciate your feedback!

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Coinumm Team

Hello, Kamil!

We appreciate your feedback!

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Coinumm Team

Hello, Alexandra Almaleh!

We appreciate your feedback!

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Coinumm Team

Good evening, Rafael Mendez!

We have a standart package of documents for profile verification to make any exchange (you received this information in customer support chat). Additional requests can be made by Compliance division at any exchange according to company "KYC/AML" rules (https://coinumm.com/en/aml-policy) and "User agreement" (https://coinumm.com/en/user-agreement), which whom you agreed at registration moment. If you provided source of funds documents and received additional request to provide additional document that mean that your documents didn't contained source of used funds (it can be confirmed by company representatives replies on your letters). Reply on a e-mail happens within 24 hours (in your case it was more faster than 24 h), replies were provided according to company "User agreement" and you knew about that.
Refund (refund was made by your request and confirmation / it still could be completed if you would provided requested information) for your made order was made before that you left this feedback. Refund was made by same way as was used for payment (SEPA transfer). We are sure that soon you will receive your funds back.
Refund made according to company "Refund Policy" - https://coinumm.com/en/refund-policy

If you will have any questions, feel free, to contact us! (24/7 customer support chat is available on a website).

Best regards,
Coinumm Team

I went through all the verification and processed KYC before submitting the application and provided all the documents. I asked in advance what other documents I need to provide for my investment in the amount of 9.000 euros,you told me that no additional documents are needed. I asked about it twice. after receiving the funds, they began to request additional documents from me - so you lied to me. I provided sources of funds for 32.000 eur, although my investment is only 9.000 eur. The document was denied for some reason, then I provided two bank statements where my investment is displayed, but you again began to request additional documents I provided a statement of credit funds too, but again it did not fit you. You are cheating people, I lost a lot of money because I did not receive my bitcoins on time, why did you promis me that I can make a purchase without problems but when you receive my money you go invent new rules hiding behind your own conditions. and stop lying about 24 hours it is unacceptable when we are talking aout cryptocurrency exchange, any other exchanger responds instantly. I have to wait several hours for your answers while I am losing money, you are the worst cryptocurrency exchange service also you are cheating people
And don't hide behind your typical "User agreement"

Guys they stole ˆ540 !! Refund only ˆ 8460 ! It's incredible they are scammers why did you have them on your web ?

Hi, Rafael Mendez!

As we informed you before in previous message. Any action from company side was done according to company rules and you were informed about that in e-mail, before refund confirmation.
We are fully licensed/regulated cryptocurrency service and we need to follow AML/KYC procedures, according to that requests were done, if you are not agree with that, you could not make an exchange.
We are not "hiding" behind "User agreement" or any other policy, we are "following" rules of that policies which are not hidden (they are available for each potencial or existing customer). If customer is not agree with these policies, he cannot give an agreement at registration/exchange moment.
Please, just read carefully terms and policies with whom you agreed, before you activate again this dispute or provide any proofs of company violations.

Best regards,
Coinumm Team

You are scummers you robbed me 540 EUR for what ? You did not provide me any exchange services only asked me for documents more and more. I can proof everything a have all your messages and bank statement I sent ˆ 9000 and I receive only ˆ 8460.

I want my funds back, they took 540 euros from my transfer and didn't provide me exchange services

Dear Rafael,

Thanks for waiting.

The exchanger answered us:
-------------------------------------------------- ----------------------------------------------------------------------------------------------- --------------------------------------------------------------
"Thank you for contacting us. We would like to provide you with more detailed information on your requested invoice" SP2108058887 ".
The user [email protected] made an exchange using the SEPA transfer method for a total of EUR 9000.
Upon receipt of these funds under the invoice "SP2108058887" to the company's current account, the Compliance department sent a request for additional documents / information regarding the source of the funds, due to the fact that there were suspicions that fraudulent actions could be committed in relation to this person.
The user provided documents that did not contain the source of the funds and did not answer the questions asked, but decided to take an aggressive position and start threatening by e-mail and in the support chat that he would leave negative reviews on BestChange (the client came to our site directly using a direct link / without referral).
The request was sent to the user in accordance with the following company policies (with which the user agreed at the time of registration / verification)
*) User Agreement - https://coinumm.com/ru/user-agreement
2.4. Identity verification. You agree to provide us with the information we request for identity verification purposes and to detect money laundering, terrorist financing, fraud or any other financial crime, and you authorize us to keep records of such information. You will need to complete certain verification procedures before you are allowed to use the Services. The information we request may include certain personal information
You authorize us to make inquiries, directly or through third parties, as we deem necessary to verify your identity or to protect you and / or us from fraud or other financial crime, and to take actions that we reasonably deem necessary based on the results of such inquiries.
3.1. By using the site, the Client confirms the complete legality of his activities. Client agrees that any attempt to exchange illegally obtained funds will be prosecuted or prosecuted to the fullest extent of the law.
3.3. Coinumm is committed to taking the necessary action to prevent attempted illegal trading, financial fraud and money laundering using the site's services.
3.11. The client guarantees that he is the owner or has a legal basis for disposing of the amounts used in his transactions.
*) AML Policy - https://coinumm.com/ru/aml-policy
*) Return Policy - https://coinumm.com/ru/refund-policy
In accordance with this policy, a refund was made (the user at the time of creating the application, agreed with this policy, and was also informed several times (even before confirming the cancellation of the invoice) that the refund will be made in accordance with this policy).
The client refused to provide documents and requested a refund, the actions were performed in accordance with the following paragraphs of the "Returns Policy"
3.1 In the event that Coinumm cancels an order when it has already received funds from a Client in respect of such an order, Coinumm, in accordance with applicable laws and regulations, will refund such funds to the Client minus the service fees payable for the transaction.
4. Upon the implementation of the Refund, all commission costs associated with the refund are withheld from the funds received from the Client and are equivalent to the following fees payable:
4.1. Fiat Refund Fee:
SEPA / SWIFT
Bank commission: varies according to the tariffs of each bank;
Company commission: 6%
5. Refunds will be made using the same payment method used to effect the exchange, after deducting any costs or expenses incurred by the Coinumm exchange service in relation to such transfer, including but not limited to any bank transfer fees, currency exchange fees and / or fees for processing payments.
6. Notwithstanding the foregoing, Coinumm reserves the right to cancel an order without any refund or reject any refund request if it suspects that the Client has or is involved in or is in any way involved in fraudulent or illegal activity.
9. Any commissions arising from the processing of Returns / Refunds shall be borne solely by the Client. Such fees will be deducted from the final Return / Refund amount.

Based on the information provided above, the refund was made minus the company's commission. 9000 EUR - 6% = 8460 EUR. Commission fees amounted to 540 EUR.
After making a refund to the client, the profile was suspended in accordance with the AML policy (the client did not provide the necessary documents to confirm the legality of the origin of the funds used for the exchange).

From our side, the user received detailed answers why the documents could not be accepted and what additionally needs to be provided for confirmation and to resolve the situation that has arisen.
All accusations of our company are not substantiated and the user cannot substantiate them with documents, which was indicated in the responses to his reviews.
If we need to provide any information, we will be happy to provide it upon your request."
-------------------------------------------------- ----------------------------------------------------------------------------------------------- --------------------------------------------------------------
No violations were found on the part of the exchange office.

Please stop duplicating claims and spam, otherwise you will be blocked from accessing comments on monitoring.

Best regards, BestChange administration.

Nice web. They robbed me 540ˆ making me lose my money and asking for more and more documents and you are support them incredible.
People the company is awful do not mare any exhcange there

Hello, Kolov Sergei!

We appreciate your feedback!

Best regards,
Coinumm Team

Hello, Malyi Oleh!

We appreciate your feedback!

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Coinumm Team

Hello, Anna Ilgovska!

We appreciate your feedback!

Best regards,
Coinumm Team