Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Artyom,
AML blocking has occurred. Please provide the data for verification.

According to the information clearly stated on your website, in case of a refusal to pass verification, a refund must be issued within 3 business days. However, representatives of the exchange are not responding, refusing to process the refund, and also failing to confirm whether any additional fee will be charged for the return of funds.

I would like to draw your attention to the fact that, based on the results of the AML check, the transaction is not classified as "red" — as confirmed by the data provided by the exchange itself. Therefore, there is no legitimate reason to withhold the funds for more than 3 business days, nor to deny a refund when the transaction has passed AML scrutiny.

Moreover, your failure to disclose whether a commission will be deducted violates the transparency standards that your service claims to uphold.

I demand the following without further delay:

1. Immediate clarification on whether any fee will be charged for the refund;
2. A clear timeline for when the funds will be returned;
3. A direct response from a responsible representative, not automated replies.

Please consider this a formal request. If the matter is not resolved promptly, I reserve the right to escalate the issue to relevant regulatory and reputational channels.

Artyom,
The decision on refund or exchange payment will be made only after checking the data you provide.

In case of a decision on refund, the commission in accordance with the blockchain commission will be deducted from the amount.

The regulation on return within 3 days is specified for verification of the card owner. It does not apply to AML blocking.

The company's policy is developed based on international legal norms and operates strictly with the FATF provisions on combating money laundering and preventing terrorist financing. According to the regulation, the exchange, as a provider of virtual asset services, is obliged to check all suspicious transactions of virtual assets. During the check, among other things, it is necessary to identify the user and establish the origin of the virtual asset. Also, during the period of checking the transaction, the virtual asset must be held on the balance sheet.

Essentially, the exchange is withholding the funds deliberately and knowingly. I am contacting BestChange to request a review of the adequacy of this situation.

I do not intend to go through verification on this exchange, as I do not trust them.

Hello,

By creating your order, you agreed with the regulations of the exchanger.
Verification is one of the effective means of combating fraudsters and is necessary to protect honest users.

An exchanger that receives crypto assets containing high-risk tags may have their account blocked on the exchange, and there is also the possibility of problems with law enforcement agencies.

According to information security rules, you need to provide the requested data to the exchanger and wait for the verification to complete.

I complete verification form, but have 0 feedback from exchange.

I am writing to formally file a complaint regarding the unacceptable delay in processing my KYC verification and the continued withholding of my funds.

Upon request, I promptly submitted all required documents, including a clear photo of my passport. All personal information provided matched the details in the exchange request. According to your website, the verification process should take up to 3 days.

However, your support team later informed me that the process would instead take 7 *business* days. I completed the exchange over 10 days ago, and 7 full business days have also passed since I submitted the requested documents.

Despite this, the funds remain on hold and I have received no further communication or resolution. This delay is unreasonable and violates the terms clearly stated on your platform.

I request that you immediately complete the verification and release the funds without further delay.

The counterparty did not provide data to pass KYC

Artyom, we have received the documents, please provide your wallet for return.

Artyom, translation sent

Hello Alf,
could not send funds to your details, a wallet for return was requested. Refund sent.

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.