DualCoin exchanger

Hello Cana,

Your funds have not passed the AML check.

As far as we know, you have already contacted us. At the moment, our officer is checking the information.

The verification process may take some time, but I assure you that we are doing everything possible to speed up the process.

We hope for your assistance. Please respond to the message that was sent to you by email.

We ask that you continue the discussion by email.

Kind regards,
Dualcoin team

You answer me, I unsubscribed you, you have been silent for weeks, your employee or the stock exchange, what are you introducing!? Please provide the request doc and other information that I previously requested in the live chat. What's the point of this circus.

Cana,

We understand that you are upset. Unfortunately, some cases do require additional time for a proper review. Please be assured that we always do our best to respond as quickly as possible.

At the moment, the case is in progress and our officer is verifying the information. We have also escalated this case internally to ensure the process is handled as quickly as possible. For this reason, we kindly ask you to continue the discussion by email, as we require your response there.

Kind regards,
Dualcoin team

They initially write that the exchange had claims. And now they write that THEIR employee is checking something. I ask for a refund, I am ready to give up 5%. Otherwise, let them provide all the information on request, otherwise in the chat they write what the exchange asks, and then they write that their employee! For me, this is already misleading! As soon as I unsubscribed the review, they started responding, but they were silent for 2-3 weeks!

Where are the reports and other good reasons for me to do something! They keep silent and ignore the request every time!

Cana,

We kindly remind you that information of this kind cannot be disclosed in a public space due to compliance and confidentiality requirements. We therefore ask you to await the response from the assigned agent by email. The agent will provide you with all the information that can be disclosed and the updates as soon as they are available.

We also want to note that, based on the information we received, your communication with the agent was not always very prompt, and not all of the details you initially provided were accurate. For this reason, we kindly ask you to return to direct communication with the agent so that this case can be resolved in a proper and constructive way.

We are awaiting your cooperation in order to resolve this matter as quickly as possible.

Kind regards,
Dualcoin team

That is, if I make a swipe inside a metamaisk, this is a laundering of money, what kind of nonsense you write. I just switched tokens to conveniently exchange ETH for usdt.

Cana,

By creating an exchange, you have agreed to our service's terms of use, privacy policy, and AML policy.

In accordance with AML/KYC procedures, we are required to thoroughly verify any suspicious transactions.

We kindly request that you return to direct communication with the agent so that this matter can be resolved as soon as possible.

Kind regards,
Dualcoin team

Hello,

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

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.