Good afternoon Artem,

Thank you for contacting us and for providing a detailed description of the situation.

We would like to inform you that your transaction was classified as **high-risk for our platform**. For this reason, our AML specialists suspended the transaction to conduct an additional review aimed at identifying the factors that led to the increased risk level associated with your wallet and the transaction chain.

Please note that AML reviews are carried out in strict accordance with international anti–money laundering and counter-terrorist financing regulations. In certain cases, such reviews may take longer than standard operations, as the analysis is performed not only based on the documents provided but also using third-party analytical tools and blockchain monitoring services. Unfortunately, we are unable to influence or accelerate this process.

We would also like to emphasize that **when creating the exchange order, you confirmed your agreement with all exchange terms and conditions, as well as with the AML policy of the service, by checking the corresponding confirmation box**. These terms explicitly provide for the possibility of suspending an operation and holding funds for the duration of an AML review in the event that increased risks are identified.

We confirm that all materials you submitted have been received and forwarded to the relevant specialists for review. Your request to cancel the exchange and receive a refund has also been recorded and will be considered **only after the AML review is fully completed**, as required by our internal regulations.

We understand your concerns and sincerely apologize for any inconvenience caused. We are committed to resolving this matter in a transparent and compliant manner and guarantee that once the review is completed, a final decision will be made—either to proceed with the exchange or to return the funds in accordance with established procedures.

Thank you for your patience and understanding. We remain at your disposal and are ready to provide additional information within the limits of applicable regulations.

Hello guys! An AML check for 298 USDT cannot take a week! I did indeed tick the box confirming that I agree to the processing of my personal data and AML checks, BUT your website contains no details whatsoever about timelines, conditions, or any clear information on how exactly these checks are carried out on your platform.
There is no explanation as to whether these checks are performed by your own staff, or whether you transfer my personal data to any third parties. If one follows the links “AML Check” and “Consent to the processing of my personal data” on your site/platform, those pages are just empty shells with no information at all.
As of 22 December, when I ticked the box that I agree and give you permission to process my personal data and perform an AML check, and as of today as well, you have not provided any details or familiarised me as a client with the terms, how my personal data and information are processed, or within what timeframes. In essence, it seems that you are simply deceiving me.
You received my funds and all my documents on 22 December. Today is 28 December and you still have not returned my money, while your site is just an empty shell. I am outraged. Why is there no information or terms published on your exchange website?
I demand an immediate refund of my 298 USDT. You have had more than enough time and documents from me for any checks!

Hello, Artem

Thank you for your message. We understand your frustration and would like to provide a clear and formal explanation.

First of all, the amount of the transaction does not determine the duration of an AML review. AML checks are based on the risk profile of the wallet, transaction history, sources of funds, and blockchain analytics, not solely on the transaction volume. Even relatively small amounts may be classified as high-risk if certain indicators are triggered.

When creating the exchange order on 22 December, you explicitly confirmed your consent to the exchange terms, AML policy, and the processing of personal data by checking the corresponding box. This consent allows us to suspend transactions and retain funds for the duration of an AML review if elevated risks are identified.

Regarding timelines:
AML reviews do not have fixed or guaranteed timeframes. This is a standard practice across the industry, as checks may involve:

* internal compliance specialists,
* external blockchain analytics tools,
* verification of transaction chains and counterparties.

The review process does not depend solely on the documents you submit and may require extended analysis even after all requested materials are provided. For this reason, it is not always possible to complete an AML review within a few days.

Concerning your claim about personal data processing:
Your data is processed strictly for compliance purposes and in accordance with applicable AML regulations. Where necessary, specialized third-party analytical services may be used **solely for risk assessment**, which is standard practice for cryptocurrency platforms. Your data is not used for any other purposes.

We confirm once again that:

* your documents were received on 22 December,
* your case remains under AML review due to a high-risk assessment,
* your request for cancellation and refund has been registered.

However, **a refund cannot be processed until the AML review is fully completed**. This is a mandatory compliance requirement and not a discretionary decision. Processing a refund prior to the completion of the review would constitute a violation of AML regulations.

We categorically reject the claim that there is any intent to deceive. The funds are not appropriated, and the review is being conducted strictly within compliance procedures. Once the AML review is concluded, a final decision will be made in accordance with regulatory requirements — either completion of the exchange or a refund of funds.

We understand that this situation is uncomfortable, and we appreciate your patience. You will be notified immediately once the AML review is finalized.

Thank you for your understanding.

Hello! I do not see any answer to my questions in your message.
AML check information:
Your website does not contain any information on what an AML check is in your understanding, there is no page where each client is clearly informed what an AML check means, what timeframes it may involve, and which documents you are entitled to request.
By ticking the box related to the AML check, I effectively agreed to an empty page with no information whatsoever about the time limits, methods, or instructions for this procedure.
Only after you received my funds did you start refusing to return my money, referring to an AML check which may not even exist in relation to my case, and you have provided no evidence that any AML procedure is actually being conducted specifically regarding me.
It is entirely possible that any such check concerns your exchange platform in general and not me personally, but I do not know, because you have not provided any information, while all I hear every day is that you “cannot” return my own money.
What about the Personal data processing:
The situation is identical with the clause stating that I agree to the processing of my personal data: again, there is no information on your resource, and the page opened by the relevant link is empty and contains no information at all.
What exactly did I agree to in this case, if both pages to which I gave my “consent” are empty?
Direct question about refund, I therefore have a simple question: when, within what specific and clearly defined timeframe, will you return my money?
Thank you.

Hello Artem,
We sincerely regret that the situation may have caused a negative impression of our service and led to any inconvenience on your part. Maintaining a high level of trust and service quality is extremely important to us, and we carefully review every such case.

Please be informed that the funds have been fully returned to your wallet. We apologize for any inconvenience caused and thank you for your understanding. We truly value your time and hope that our service will meet your expectations in the future.

Yes, USDT been back to me, thank you.
It is a very risky variant to exchange USDT — UAH Bank, guys, you better not use this variant or get ready to can wait for 2 weeks...if you ready, you may risk.