CryptoRoyal exchanger

Hello Viktoriia, we requested details from you regarding the transaction that was flagged by our AML provider as high-risk. Once you provide the requested information and we forward it to the provider, we will proceed with the return of your funds.

Please note that at this moment, we do not have access to your funds - the deposit is frozen until the AML provider completes their review.

The exchanger confirmed that a refund of funds to the original sending wallet is possible after completion of the AML review.

I am ready to provide the requested information and documents for AML verification.

I kindly ask BestChange to record that my request is a full refund to the original wallet (return to sender) and to monitor compliance with the stated AML review timeframe (up to 72 hours after document submission), as indicated by the exchanger’s policy.

I expect the refund to be processed without additional fees or changes to the refund destination.

Dear Viktoriia,
Thanks a lot for your cooperation and readiness to provide all documents, it significantly helps in such questions.

I would kindly remind that AML is not our intention, but official requirement of all modern European countries and requirement of BestChange as well (You can find dedicated page here: https://www.bestchange.com/wiki/aml.html )

Also, I would confirm that there are NO extra fees or deductions expected from your side.

Thanks a lot and sorry for inconvenience!

Head of Service
CryptoRoyal Team

Hello, I would like to inform you that today the 72-hour period has expired since CryptoRoyal confirmed that my AML documents were submitted for review.

All requested documents were provided in full and in a timely manner.
As of now:
– the AML review status has not been updated;
– no estimated completion time has been provided;
– my funds (500 USDT) remain frozen.

I kindly ask you, as the monitoring platform, to take this case under control and request from the exchanger:
1) the current status of the AML review;
2) a clear estimated timeframe for completion.

Thank you for your assistance.

Dear Viktoriia,
The situation is still "under review" with our external AML provider — this is a standard process, and your funds are completely safe (they are simply frozen on the balance, they haven't gone anywhere and haven't been debited).
We just received a fresh screenshot from the provider — the status for your case remains "under review /under consideration". They are continuing the analysis, but this doesn't mean anything is wrong — sometimes complex cases simply require extra time for manual review (especially if the transaction chain has many steps or addresses from different sources).
We are keeping your claim at the highest priority and reminding the provider about it every day. As soon as they give the result (completion or cancellation with refund), the transaction will be processed automatically — without any fees or changes from our side.
We expect an update in the coming hours/days — the exact timing depends solely on them, but we are not letting the situation out of our sight for a single moment.
If there is any news — I will write to you first.
Best regards,
CryptoRoyal Administration

Hello.

I would like to note that 5 days have already passed
since the AML documents were confirmed as submitted for review.
While I understand that an external AML provider is involved,
the review process cannot be unlimited in time.

If the review cannot be finalized within a reasonable period,
I request that the funds be returned to the original wallet.
Thank you for your assistance.

Viktoriia,
We apologize for the delay exceeding the standard verification time. We fully understand your position on the need for a reasonable time frame.

Due to the deadline, we have assigned maximum priority to your question. We will continue to put maximum pressure on the provider and keep you informed every business day.

Thank you for your patience and understanding.

Best regards,
The CryptoRoyal Team

From the moment of transferring my 500 USDT, until the final exchange was completed, 7 days passed. An ordinary user for this particular exchanger is, by default, a terrorist and a scumer. On whose rights don't care (from the point of view of human relations).

By holding his funds and hiding behind AML, you can:
1) shift the regulatory risk to the user;
2) use the user’s funds in exchanges;
3) keep the user’s money, if he does not want a full colonoscopy.

They will not accommodate you, and will not return your funds on the original wallet, from which you sent funds. I do not recommend this exchanger — it is a waste of time and nerves.

Dear, Viktoriia!

We are very sorry that your case was frozen for such an extended period of time.

The funds that are under AML review are being checked by our liquidity provider. On our side, we have made special efforts and maintained close oversight of your case, constantly communicating with our LP to speed up the verification and unfreezing process.

We will take the necessary measures to ensure that such situations are resolved as quickly as possible.
We regret that you had a negative experience with us and will continue to analyze your case to prevent similar situations from happening in the future.

Sincerely,
Crypto Royal.

Hello,

The exchanger informed that your order was completed.
Kindly confirm the receipt of funds.

Sincerely, administration of the BestChange exchanger monitor.

Hello BestChange admin,

Please be careful. I already confirmed (Viktoriia January 21, 2026 15:01) in my message that I received the funds. "From the moment of transferring my 500 USDT, until the final exchange was completed, 7 days passed."

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, Artur
We are sorry for the prolonged delay and would like to clarify the situation in detail.

The exchange directions were temporarily disabled not because the service is shutting down, but due to compliance-related restrictions and technical issues on the side of European banks. These channels have recently caused a high number of delays, and we are not willing to pass such risks on to our clients. All other exchange directions continue to operate normally.

Regarding your request: we are not trying to stall the process and have no interest in delaying your payout. In order to finalize the review with our payment partner and return the remaining amount to you in full, we need a bank statement confirming that the EUR transfer was not received on your side. This is a standard requirement from the payment partner, and without it they cannot close the transaction.

Once the statement is provided, we will immediately issue a full refund. Your funds are secured and fully reserved for the payout.

Your request remains under priority control, and we are ready to complete the settlement as soon as we receive the required confirmation.

Best regards,
CryptoRoyal Team

To begin with, please provide documentation (a bank statement) confirming that the funds were debited from your account.

I have received a refund.

Hello Roman,

We would like to clarify that the funds were not held by our service. The transaction was placed on hold by an independent AML provider before reaching our custody. Until the AML review is completed, we do not have access to the funds and cannot process a payout, cancellation, or refund at our discretion.

All information and supporting materials provided by you have been submitted to the AML provider for review. The processing timeframe of up to three business days applies from the moment the full set of requested data is supplied, not from the initial hold. In this case, the provider requested additional documentation, which extended the review.

We acknowledge that the originally specified BTC address is no longer valid. The exchange will not be executed automatically to that address. Once the AML provider issues a final decision regarding the release of funds, we will contact you and transfer the funds to the destination you specify at that time.

The outcome of releasing or refunding funds depends on the AML provider’s determination. We have submitted escalation requests to expedite the review and will notify you immediately once a decision has been issued.

Respectfully,
CryptoRoyal

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.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Already 18:50. They still did not pay me UAH to card. Crazy situation.

Hello Bohdan,

Your exchange is being completed.
The full amount has been paid except for the remaining 700 UAH - this last payment is already on the way to your card. Please allow a little time for it to arrive.

Also, according to our terms, the processing time for orders is up to 4 hours. Your request is still within this timeframe, and we’re finishing it right now.

We’re monitoring the final payment until it reaches your card.

A payed order at 14:07 on my time zone. Now is 19:03 and you still did not pay full amount. A part of amount you pay 24 minutes ago. It’s more than 4 hours, as you tell in your rules. you broke your own rules.

You’re absolutely right - the processing time has been exceeded.
We apologize for the earlier message where we said we were still within the time limit. That was our mistake, and we’re truly sorry for the confusion.

The remaining 700 UAH has already been sent to your card and should arrive very soon.

As an apology for this situation, we will provide you with an individual discount for your next exchange.

I already wrote you in telegram that I don’t need your discount. Because I will never come back to your service.

The exchange manager asked me to delete my review for the second time today, arguing that the deal were fulfilled on time and that their payout process is 24 hours. Although yesterday they wrote here that their payout process is 4 hours. Their statement of regulations today does not match their statement of regulations yesterday, which indicates falsifications regarding the regulations and timeframes.

Hello Bohdan,
Your order has been fully paid, and we once again apologize for the delay.

To clarify the situation with the processing time for your exchange routes:

- 4 hours is our usual payout timeframe, which we meet in almost all cases and is specified in the internal regulations;
- Up to 24 hours is the official maximum stated in our regulations for cases involving technical delays, banking checks, or high load
(as described in section 5.2 of our service rules https://cryptoroyal.exchange/en/rules/pravila-servisa/).

Your order was processed with a delay due to an internal issue on our side, and it was fully paid within the 24h regulatory limit
(to be precise, in about 5 hours).

We must also address an important point:

Our manager only asked whether you might want to delete your review, should you wish, because the information in your review regarding timeframes was not accurate. We did not violate the official timeframes stated in our rules, and the motivation for suggesting the removal was strictly related to correcting inaccurate information — not as an attempt to influence or pressure you.

In private messages, you requested $200 in exchange for deleting your review.?
After we refused this offer, you increased your demand to $300.?
It clearly constitutes an attempt to pressure the exchange and manipulate feedback.
This is strictly against BestChange rules and against our internal policy.

We will attach screenshots of this conversation for full transparency, and we inform you that the full message history will be provided to the BestChange administration.

Thank you for your understanding.

Screenshots attached: https://postimg.cc/gallery/pd3dTdj