DigiChanger exchanger

Dear Customer,

Your payment has been suspended as part of mandatory compliance procedures required under Anti-Money Laundering (AML) and Countering the Financing of Terrorism (CFT) legislation.

According to international FATF standards and applicable regulations, virtual asset service providers are obliged to:

-identify and review transactions that may present signs of elevated risk;
-suspend the execution of an operation until the review is completed;
-request additional information from the client to verify the origin of funds.

Certain categories of transactions, including transfers related to gambling and online casinos, are often classified by banks and payment systems as high-risk. This is not a matter of “new rules” being introduced, but rather compliance with regulatory requirements and financial monitoring standards.

Suspension of a transaction does not mean a permanent block: assets remain on the proxy wallet balance and will be processed after the completion of verification procedures. If the requested information is not provided, we, as an exchange operator, cannot proceed with the service, as doing so would be a direct violation of AML/KYC laws.

Our policy is based on international legal norms and operates in strict compliance with financial monitoring obligations. We are not entitled to disregard such requirements, and they are mandatory not only for Digichanger but for all licensed financial and cryptocurrency operators.

We understand your concerns, but we would like to emphasize:

-funds are not lost and are held solely for the duration of the review;
-the reason for suspension is strictly related to AML/KYC obligations, not “arbitrary rule changes”;
-upon completion of the review, the funds will be processed in full accordance with the outcome.

Sincerely,
The Digichanger 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.

Hello dear customer, rate is indicated on the website and you see how much you will receive when creating an application. Do you have any financial claims against us?

Hello,

The exchange service has informed us that your order has been completed. 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.

Any help here?

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Anton,
The funds were sent, but were soon returned to the sender for unknown reasons.
To proceed with the refund, please provide the manager with a wallet address in the same network as the original transaction.

Thank you for your understanding.

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.

Confirmed.

Hello Andy,
your payment has been sent. We can provide a receipt upon request. Because the transfer is not instant, it may take a little time to be credited. Thank you for your patience.

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 Artem Asieiev,
Most likely there was a delay on the part of the bank. Confirm the fact of receiving the funds.

Hello Bkh,
We understand your dissatisfaction, the funds were sent, a screenshot of the receipt was also attached in the chat. A normal PDF file of the receipt was requested from the sender, apparently you just need to wait for the funds to be credited

I believe that you are using my funds for your own purposes, and we understand this. There is no reason for you to send me money for several days. If you cannot fulfill the request, then return my money, and do not keep it with you, telling that they returned to you and you sent them to me again.

Bkh, we do not use your funds for the purpose of using them. After sending funds and providing a check to you, the sender soon received a refund. A repeated payment was made, since your payment did not arrive, most likely there is a problem with the recipient's account. As soon as the funds return to the sender, we will refund you for the exchange.

Hello Hosain Salman,
the exchange was paid 4 months ago. We have not yet received confirmation that the payment returned is ours. Please provide a statement or proof that the payment we sent you returned

I want to reiterate that I previously informed you via Telegram that the delay in my response was due to the time required to obtain an official confirmation from the bank. This document clearly outlines the details of the refunded transaction initiated by your side.
All relevant documents were submitted through Telegram. I kindly ask: why have they not been reviewed or acknowledged?

Regardless of the time that has passed — whether days, months, or even years — do you truly have the legal or ethical right to reclaim the funds under such circumstances?

I must emphasize again: this constitutes fraud, and I am formally demanding the immediate return of my funds.

Hosain Salman, our lawyer has provided a response and confirmation of the legality of the transaction, you need to send a response to your bank

Hello Oleksandr,
the team is already analyzing this situation. If you have not received the funds, please record a video that meets our requirements.

This is a second time i'm doing it...

UPD: I have got my crypto back, finaly. So it's resolved.

Resolved.

Hello Inka,
we’ve noticed that you created the exchange outside our operating hours, so the wait time was longer than usual. Our support team responded as soon as they began processing your request. Please note that payouts to KZT are not instantaneous and require additional processing time. Your remarks have been noted and will be acted upon. Have a great day!

Hello!

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Good day, Roman. We have conducted an investigation into your case and found out that the payment was sent, the funds are in transit and have already left the sender, apparently you need to be a little patient. We have provided a receipt to the Ponitoring Administration

It’s been 14 hours. Now they’ve changed the status to “Order is hold,” support still isn’t providing any proof of payment and won’t say how long it’ll take or when the money will be returned.

Thank you for the update.
However, I need an actual proof of payment confirming what you’ve said, so I can request information from my bank regarding this transfer.
Without this, it looks like a scam.

Please be specific:
— How long should I wait exactly?
— And if the funds don’t arrive, when will you return the money?

Roman, we have moved the exchange to hold status for further clarification and control over your exchange.

The issue remains unresolved.
I’ve been waiting for over 14 hours. No proof of payment has been provided.

The admin promised the transfer would be completed within 30 minutes — that was the only reason I agreed to proceed.
Initially, the order status was marked as “Success done.” Now it’s suddenly changed to “Order is hold.”

Support has been unhelpful — no clear answers, no proof of payment, no defined timeline.
They just keep telling me to “wait a bit more,” without any transparency or accountability.

This behavior is unacceptable and raises serious concerns about the legitimacy of the service.
I demand:
— Immediate proof of payment.
— A clear timeframe: how long do I still have to wait?
— And if the funds never arrive, when exactly will the money be returned?

Roman, the payment was sent within the timeframes we specified, we have no influence on delays in the bank

You’ve provided no proof that the payment was actually sent.
Send real proof and or clearly state when you’ll return the money if it doesn’t arrive.

Support started asking me in the chat to record my phone screen with all my personal data.
Still no proof of payment has been provided. This looks extremely suspicious!

Admins, please step in and clarify what’s going on here!

Roman, please read carefully the text for the video we requested from you. We asked you to hide your personal information

Admins, please help! I need my money back!

Support has stopped responding.
Please help me get my money back!

Roman.
We have sent you the funds, we are not responsible for the bank delay, more detailed evidence of sending funds was requested from the sender.

That’s not true!
You refuse to provide any proof of payment and avoid discussing refund conditions.
You simply took the crypto and disappeared — no confirmation, no accountability.

It’s been 25 hours!
No money, no proof of payment!
Support has completely stopped responding.
The website stop working now!

BestChange, are you here?

Hello Roman,

We have received confirmation from the service's administration that the funds have been successfully sent.

Unfortunately, the payment system has suspended the payment for internal verification. To speed up its completion, you need to send the exchange service the requested video, which will be transferred to the Wise support service, or wait for the end of the security service verification. It may require additional time.

We ask for patience or provide a video to resolve the situation quickly.

Sincerely, administration of the BestChange exchanger monitor.

It’s now been 43 hours. I still have:
- No funds received
- No proof of payment
- No refund
- No clear timeline
- No communication — support has stopped responding.

Roman, The sender's bank has requested the recipient's documents due to suspicion that the recipient is under sanctions. Provide the documents requested by the administrator by email in accordance with the rule:

https://www.digichanger.pro/en/rules/aml-kyc-policy/
5. In the event of reasonable suspicions by the Service's administration that a user is attempting to use the Service for money laundering or any other illegal activities, the administration has the right to:

- suspend the execution of the user's exchange operation until the circumstances are fully clarified;
- request identity documents from the user;
- request other information related to payments.

Proof of sending the payment and the bank's request was provided to the monitoring administration.

You have not provided any evidence that the recipient's bank officially requested this information.
You claimed it was a SEPA transfer, yet you refused to provide the payment reference, which is standard and required to trace such payments.

You have repeatedly lied to me in our correspondence — I have full screenshots to prove this.

Now you're illegally demanding my personal data on behalf of a third party — your counterparty and their bank, without any legal grounds or formal proof.

It has been 64 hours — the money is gone, and your support has banned me instead of resolving the issue.

BestChange, please intervene immediately!
I am ready to provide all evidence and full documentation of this case.

For DigiChanger:
I am ready to provide all requested KYC documents — but only after you show me:
A real screenshot from the bank, clearly showing:
- today’s date
- the bank’s request for my personal data
- The email address of the requesting bank — or at least your official email where I can send the documents securely.

You have stopped responding in both the chat and by email, and you have marked my order as “Order deleted” — why?

BestChange, please intervene immediately. I am ready to provide all evidence and documents to clarify this situation.

Roman, We are waiting for the requested documents and information from you to our email admin@digichanger.pro

I have provided all requested information via email.
In that same email, I also explained how the exchanger misled me in support chat — I have full screenshots.
They also refuse to provide the SEPA reference number, which is critical for tracing the payment.

It has now been 67 hours, and I still have:
- No funds received
- No proof of payment
- No refund
- No clear timeline

I’m banned from support, and the order status is "deleted".

BestChange — intervene immediately!

Roman, Roman, We work within the rules that you agree to when you submit your application:
https://www.digichanger.pro/en/rules/service-rules/
https://www.digichanger.pro/en/rules/aml-kyc-policy/

We have provided you with completely accurate and comprehensive information on your payment

69 hours, and I still have:
- No funds received
- No proof of payment
- No refund
- No clear timeline
- The order was marked “deleted”
- I was blocked by the exchanger
- They lied in chat and refuse to return funds

BestChange — intervene immediately!

It’s now been 88 hours — nothing!

It has now been 91 hours. There is still no money, no real proof that the funds were ever sent.

Hello!

I sent money on Sunday. It’s now Friday — still no funds, no proof of payment, the order was marked “deleted”, I was blocked by the exchanger.

BestChange, intervene immediately!

Hello,

We communicate with you via Telegram and email. Please wait for a response from the bank.

Sincerely, administration of the BestChange exchanger monitor.

BestChange, your last email reply was 23 hours ago — that is unacceptable in the current situation.
In both Telegram and email, you are ignoring my questions and providing no specific information.

All your replies just say "please wait", that doesn’t help resolve anything.

Roman, We inform you and the and bestchange administration by mail. The bank's technical support has accepted your documents, the payment should be completed soon

No proof of payment. Screenshots are manipulated. You hide sender name, account number, and SEPA reference. I’m blocked, order marked “deleted.”

It’s been a week — no money, no answers.

I sent money on Sunday. It’s now Saturday night — still no funds, no proof of payment, the order was marked “deleted”.

BestChange, intervene immediately!

Roman, funds have been received by the client, financial obligations have been fulfilled. Please confirm the fact of receipt of funds

Funds received. But you used my money for 8 days — please compensate for that.