Hello Layla,
We sincerely apologize for the current situation and especially for the erroneous "closed" status.We fully recognize the problem and have taken it under special control.

We have sorted it out: the missing 1002 EUR is currently undergoing additional verification by the bank. This is a mandatory security procedure on their part, which, unfortunately, we cannot influence the launch of.

The average time for such verification is 1-3 business days. We have already sent your request to the responsible manager, who will check the status daily and keep you informed.

As soon as the bank completes the procedure, we will immediately send you the transaction ID and the funds themselves. We will do everything to make this happen as soon as possible.

Thank you again for your patience and understanding. We are in touch and will keep you informed of any progress.

With respect,
The CryptoRoyal Team

According to the screenshot that customer support share with me earlier, the payment was verified on 04/12 at 9:52. Does this mean that you guarantee that you will resolve the issue by the end of today and that the funds will be paid to me in full? After all today is the 3 business day.

Layla,
We cannot guarantee that the bank check will be completed today. The date in the screenshot is the time when the payment was sent for additional verification.

A period of 1-3 business days is an approximate period that we can rely on, but not a guarantee that we can give on behalf of the bank.

What we guarantee and do:

1. We keep your case a top priority.

2. We will contact you as soon as we receive a response from the bank.

3. As soon as the verification is completed, the funds will be sent to you immediately.

We share your impatience and are working hard to ensure that the process is completed as soon as possible.

Best regards,
CryptoRoyal Team

The problem has still not been resolved, and my request has not been paid. No one has contacted me for more than 24 hours, support is ignoring me, even though they promised to keep me informed, make it a top priority, and find a way to pay me. They have been unable to complete the exchange for more than 6 days, they are not providing me with any information, and they just apologize.

The service requested my wallet address, but not for a refund. The support specialist is shifting the work of the “partner bank” onto me, and when the funds are returned to the partner, then maybe they will be returned to me.

I was also warned that they have no guarantee that they will return the funds, which seems like fraud, since they did not return 25% of the exchange sum to me.

Layla,
We sincerely apologize for the long delay in resolving your request and for the lack of information on our part. We fully recognize that the situation has dragged on unacceptably, and thank you for your patience.

1. Current status. Your payment is undergoing mandatory verification by the bank. This is an external security procedure that we cannot reverse or speed up.

2. Our Rules (clause 6.3). According to our Terms and Conditions, which you agreed to during the exchange, we are not responsible for delays on the part of financial institutions. We must follow their procedures.

3. Our warranty. We guarantee one of two outcomes.:

As soon as the verification is completed, the funds will be sent to you immediately.

If verification is not completed, we will refund the amount to your wallet.

4. Our Obligations. We will inform you daily about the verification status, even if there is no news. Your request has been upgraded to the highest priority status. Once again, we apologize for the inconvenience caused.

Best regards,
CryptoRoyal Team

Despite my repeated requests, you have not provided:
1. Confirmation from the bank that the transaction is indeed being verified, rather than just your word.
2. A calculation of the amount.

I feel like I've walked into a casino rather than a currency exchange. Verification of the bank is solely the responsibility of your unscrupulous partner. And if their activities need to be verified, that's not the user's problem: send me my money and sort out the problem with your partner, but at my expense.

Layla,
The situation with your payment really does not depend on us, but on the bank that carries out the verification. We cannot influence this process, speed it up or cancel it.

Your funds are safe, and as soon as the bank makes a decision, we will immediately either complete the transfer or refund the money to your wallet.

We kindly ask you to wait a little longer until this external procedure is completed. We ask the bank for the status every day and will contact you on the same day when we receive a response.

We fully share your impatience and are also waiting for this situation to be resolved.

Best regards,
CryptoRoyal Team

You have not informed me about the status of the verification, you have not provided any evidence that there is indeed some kind of verification and that it has been going on for more than 7 days.
You also do not initiate communication, and your support team often simply ignores my requests and questions: as I wrote earlier, you did not verify that the payment had been made, and despite my numerous requests to support, you only reinstated the request as unpaid after I contacted bestchange.com.

This is outright fraud on your part. I don't need reassurances and apologies and to be ignored as a customer. I need my money back, and this financial claim will remain valid until I receive the full payment.

We understand your frustration, and we sincerely apologize for the lack of timely updates.

Your payment is still being processed by the sending bank. This is an internal verification procedure on their side, and unfortunately, we cannot influence, speed up, or bypass it. We request the status every day and will inform you immediately once the bank provides an update.

We fully confirm that your funds are safe. As soon as the verification is lifted, we will either complete the payout or issue a full refund to your wallet.

We will also conduct internal work with our support team to improve response speed and communication in complex or negative cases. Your feedback is important, and we are taking it into account.

Thank you for your patience. We are also waiting for the bank to finish the procedure as soon as possible.

Best regards,
CryptoRoyal Team

I am not interested in your excuses or empty guarantees. You have failed to provide any concrete evidence that my funds are undergoing any verification process. This situation is entirely your fault for choosing unreliable partners. Previous reviews clearly show that my issue is not isolated.

If you cannot guarantee timely execution of your own procedures, then you should not offer such services.

You committed to providing daily updates on the status, which has not been done. Furthermore, it was your initiative to send confirmation from the bank to prove your claims, which also has not been fulfilled.

Your initial promise of 1-3 business days has now turned into "we do not know when," a statement that no banking institution supports, as they provide clear timelines for verifications.

Provide me with proof of your claims, not just sympathy and guarantees that are impossible to trust.

We apologize for the delay. We are now processing the refund to the address you previously provided, and its validity has been confirmed in our correspondence.

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.

Hello Elena,
During night period only exchange operator is active, so we can be not too swift in chat responses.
We received your exchange request and it is in progress now, as soon as we finish transfer you'll receive confirmation e-mail.

I hope that we are not ruining your expectations about time because we mentioned on web-site that exchanges quite often taking few hours... However we focusing on best possible rates for our clients and currently our rates are also in listing's top.

Finally, I would remind that ex rate is fixed, so you are safe and there are no surprises expected from that side.

Sorry for inconvenience in case you face it due to current request execution time.

Hello Roman!)
Thanks for choosing us!
Your feedback means a lot to us. Hope to see you again soon!

Best regards,
The CryptoRoyal Team.

Hello Fez,
Your transaction is currently under a standard AML verification. We are awaiting the necessary information from you to proceed with the verification.

This is a standard procedure. Your swift response will help us resolve this quickly.

Best regards,
CryptoRoyal Team

Hello,

Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources such as Gambling.

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

The status of your complaint is changed to neutral with the capability of commenting.

Sincerely, administration of the BestChange exchanger monitor.

I have finally completed the exchange, and I do understand the AML procedures.
But I only exchanged 1000 USDT to TRX, and it still triggered AML and caused my funds to be locked for several days.
If such a simple transaction can already trigger AML and freeze funds for days, then this is clearly not a convenient exchanger for customers.

Hello Fez,

Just to clarify one important point: AML checks are not linked to the size of the transfer. Even a small amount like 1000 USDT can be flagged if the incoming transaction has risk markers in the blockchain history - for example, previous links to gambling platforms, old flagged addresses, or other unusual patterns. These checks are done automatically by international AML systems, and every exchanger on BestChange is required to follow them.

Once a transaction is flagged, we legally cannot process or return the funds until the AML provider finishes the review. This rule comes from the AML regulations and BestChange’s policy.
Your funds were always safe; they were just on hold until the verification was completed. As soon as the AML provider cleared the transfer, we finalized your exchange right away.

We understand that delays like this are frustrating, but the procedure is the same for all clients and all amounts. It protects both sides from possible regulatory issues.

If anything is still unclear, we’re here to help.

Best regards,
CryptoRoyal Team

Hello Peter!
Thanks for choosing us!
Your feedback means a lot to us. Hope to see you again soon!

Best regards,
The CryptoRoyal Team.