FixedFloat exchanger

Hello Dj,

The information initially provided by the user contained significant inconsistencies. The user initially denied any connection to the address about which we requested information. Subsequently, the user provided video recordings purporting to confirm withdrawals from Binance; however, during further verification, we established that the information presented in those recordings did not correspond to the actual circumstances.

The user has since provided new information, which is currently undergoing a thorough review. Due to the previously identified inconsistencies, additional verification is required before we can make a final decision regarding the case.

Unfortunately, at this stage we cannot provide an exact timeframe for completion of the review. We will inform the user as soon as the verification is completed or if any additional information is required.

Best regards,
FixedFloat team.

FixedFloat, I ask that this matter be resolved as soon as possible.

We understand your request and are doing everything possible on our side to expedite the review. However, due to the circumstances described above, the case requires a thorough verification, which cannot be completed immediately.

We will contact you as soon as the review is completed or there is any significant update regarding your case.

FixedFloat, I ask that this matter be resolved as soon as possible.

Hello Julian,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello David Emmet,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Calvin,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Larry,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Gideon,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Digital_Ghost,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Alan Ramirez,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello dear customer,

Our specialists are already communicating with you regarding this matter by email.

Please continue the communication in the existing email thread and await their response. We are confident that our specialists will be able to clarify the situation.

Best regards,
FixedFloat team

You won't withdraw the financial claim until you send me the cryptocurrency. Your technical difficulties are none of my business. It's been three days already, and you still haven't done anything.

You had some questions:
--
the name of the wallet or exchange/service you used to send the xmr;
confirmation whether you sent the transaction directly from your own wallet or through a third-party service;
a full transaction receipt or details page from the sending wallet/service;
a screen recording showing the transaction details in the sending wallet/service, including the txid, destination address, amount, date and time;
if the transaction was sent through an exchange or swap service, please contact their support and ask them to provide:the destination monero address used for the transaction;
the payment id (if any);
confirmation whether a subaddress, integrated address, or standard address was used;
confirmation that all transaction parameters were generated by their system.

A couple more questions in another email:
--
the name of the wallet or service used to send the xmr;
any transaction details available from the sending side.

There's one answer to all of them:
--
it's none of your business.

You confirmed the most important point yourself in one of your emails; here is your exact quote:

"We do not question that the transaction itself was successfully completed or that the funds were sent to the destination address."

Our specialists have already explained why the requested information is necessary and continue to review your case by email.

Please continue the communication in the existing email thread. We are confident that our specialists will be able to clarify all outstanding questions and assist you further.

I won't be communicating with you via email. I'd prefer to see a message here from you saying, “Your exchange has been completed.” That's all.

I don't feel obligated to answer these questions because they are unnecessary. You can either return my Monero or cancel the exchange.

Or process the exchange*

The transaction you sent for this order was not received with the parameters expected for this order. Although the funds ultimately reached our wallet, they were not associated with your order in the standard way.

One of the possible reasons for this is that the wallet or service from which the XMR was sent transmitted the transaction with incorrect technical parameters (for example, an incorrect Payment ID or other transaction metadata). Such issues can occasionally occur due to wallet or third-party service errors.

Since the transaction was not associated with your order as expected, we require additional technical information from the sending side to determine exactly what happened and how the funds should be processed. This is why our specialists requested additional information from you by email.

At the moment, we are waiting for the requested information. As soon as our specialists receive the necessary technical details, they will continue reviewing your case and determine the appropriate way to process the funds.

We kindly ask you to continue the communication in the existing email thread, as all technical investigation is being handled there.

I used the Feather wallet. No further information will be provided to you; it is not necessary to complete my exchange. You have my XMR; you are obligated to either complete the exchange or return it!

> Since the transaction was not associated with your order as expected

How can you write such nonsense? What exactly defines a transaction? Just the recipient’s wallet number and the amount. You’re confirming that we have the XMR at your address. The amount there is basically the same, just a little more than what’s listed in the order. I used the “float” option, so the amount of crypto I receive from you varies and is automatically recalculated.

What the hell else could possibly link the sender to the completed transfer? What are you guys smoking over there?
(What else, besides the recipient's address and the amount? There's nothing in XMR like what other blockchains have—something like a memo or something)

The transaction you sent for this order was not received at the Monero address assigned to your order. Instead, according to our investigation, the funds were sent to a different Monero address belonging to our service.

Such situations may occur if the wallet or service used to send the transaction generates it with incorrect technical parameters. Since the funds were not sent to the address assigned to your order, we require additional information from the sending side to determine how this occurred and how the funds should be processed.

This is why our specialists requested additional information from you by email.

Please continue the communication in the existing email thread, where our specialists are handling your case.

Im still waiting for my crypto.

> The transaction you sent for this order was not received at the Monero address assigned to your order.
Bull*hit

> Since the funds were not sent to the address assigned to your order
Bull*hit

If the administrator of this monitoring service needs the data, I will provide it. I consider any other arguments from the FixedFloat administrator to be baseless.

I sent you everything I thought was necessary via email 10 minutes ago (once again). Whatever is missing from my responses, you will not receive under any circumstances. I don’t care about your internal affairs. I haven’t done anything illegal; I simply made a standard Monero transfer. If you’re not satisfied with that, return XMR.

I forwarded all the available information to the BestChange administrator; I decided to take this proactive step so I wouldn't have to waste time arguing with you here in the comments.

We have already explained this matter to you multiple times, both by email and here.

The funds you sent in the referenced transaction were not received at the Monero address assigned to your order. Instead, they were sent to a different Monero address belonging to our service. This is the reason why additional information was requested from you.

Our specialists have already explained by email what information is required and why it is necessary to complete the review. The review of your case is being handled exclusively through the existing email correspondence.

We will also provide the BestChange administration with all relevant information regarding this case, including the circumstances of the transaction and the status of our review.

Repeating the same statements in the public comments section will not affect the review process or change the requirements. Please continue communicating with our specialists by email and await the outcome of the review.

... waiting for my crypto...

> We have already explained this matter to you multiple times, both by email and here.

You won't get anything new from me. What's the next step?

All information related to your case has been forwarded to our technical specialists for review. Please await their response via email.

Of course. But you’ve had my XMR since July 17, and I haven’t seen any progress. You don’t need any additional information to process the order: either return the XMR or process the order. I can’t just let you remove the claim status; on the contrary, I believe this will motivate you to process it more quickly.

We've received a response from our technical specialists. They should be able to process your order. Please follow the instructions sent to you via email.

I provided them with everything they needed to complete the order.

Please await a response from our specialists by email. They are reviewing your case and will resolve this matter through the existing correspondence.

Posting repeated public comments will not speed up the review or change the outcome. We kindly ask you to continue communication through the existing email thread and wait for our specialists’ response.

I would prefer to receive my cryptocurrency before dropping the financial claim.

You requested that an email address be linked to the order on the website — this was done a few hours ago. I am patiently awaiting a resolution regarding my valid financial claim.

As we have already informed you by email, your order is expected to be processed within the next few days.

Please wait for the completion of the process and continue communicating with our specialists through the existing email correspondence.

Well, there you go! I didn't provide any of the things you asked for, and you still had to process the order. Apparently, there was one clear-headed person on your team who realized just how ridiculous the whole situation was.

I hope this case will open someone else’s eyes. Don’t compromise with these services. They make all sorts of ridiculous demands just to obtain your cryptocurrency. If you haven’t done anything illegal, stand your ground and demand either a refund or the fulfillment of the order.

Don’t provide any screenshots or any unnecessary information unrelated to the specific transfer (recipient’s address, amount, order number — that’s all they need to track and confirm it).

The outcome of your case should not be interpreted as a general rule or precedent.

Recently, we have seen an increasing number of cases where XMR transactions are sent with an incorrect Payment ID. As a result, the funds are not received at the Monero address assigned to the order but at a different address belonging to our service. In most cases, this is caused by an issue with the sending wallet or the service from which the funds were sent.

This is precisely why we request additional information about the service or wallet used to send the funds and the circumstances of the transaction. We collect this information not only to locate and process the misplaced funds but also to identify the cause of the error and, where appropriate, report it to the developers or operators of the affected service.

In your case, we made an exception and processed your order despite the fact that you were unable to provide the requested information. This decision was made solely due to the specific circumstances of your case and should not be understood as our standard procedure.

Please also note that your funds were not sent to the Monero address assigned to your order, which does not comply with the exchange procedure. Under normal circumstances, such situations require additional verification before the order can be processed.

Hello Arvid,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Russel,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Beau Alexander,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Vintage_Soul,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Andrei,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Luis,

We sincerely apologize for the delay.

Unfortunately, our technical specialists are currently experiencing a very high workload and have not yet been able to process your refund.

The situation is further complicated by the fact that we do not support the HyperEVM network in our exchange service. As a result, processing this refund requires separate access to assets on that network, which makes the procedure significantly more complex than a standard refund.

Please be assured that we have not forgotten about your case. We will process the refund as soon as it becomes technically possible, and we are doing everything we can to accelerate this process.

We appreciate your patience and understanding.

Best regards,
FixedFloat team.

Dear user,

The exchanger has informed us that the refund has been completed. Please confirm whether you have received the funds.

Sincerely, administration of the BestChange exchanger monitor.

Hello Bruse Taylor,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Ivan,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Robert,

Your order was suspended because we received information from our partners indicating that funds potentially linked to illegal activity were sent to our address for this order.

Our service rules prohibit the use of the service for any criminal purposes. If funds clearly related to criminal activity are sent to our addresses, we reserve the right to request information about the source of the funds.

Freezing funds is only possible if we have evidence that the funds sent to our address are related to criminal activity; this information is a priority.

Best regards,
FixedFloat team.

Hello FixedFloat

FixedFloat has my full permission to keep the first transaction *** until the case is solved.
However, you have no right to hold my other 4 transactions HOSTAGE. Do this 4 transaction has been trigger by AML or any criminal means? I DEMAND that fixed float freeze the first one as they did but iddimidiately release or refund the other trnsactions. Holding unflagges funds purely by sessiom association is completely unjust.

By the Terms of Service:
7.10. FixedFloat reserves the right to restrict access to services, including suspending the fulfillment of new orders, if the User is undergoing an investigation related to a violation of the Rules or suspicion of fraud, money laundering, or other illegal activities.

In this case, we need to get information about the source of funds in your previous order, which was created by you. Unfortunately, we cannot proceed with new orders until the issue with the previous one is resolved.

Please provide the source of funds information that our security team requested from you via email.

Hello fixedfloat

i have answer all you questions one by one and you still asking more. If i had any issue with aml my wallet would been blocked by them not you. Refund my money.

During the review of your case, you stated that the funds originated from a personal transaction with your friend and that the exchange took place in person.

However, despite our requests, you have not provided any objective or verifiable evidence supporting your explanation. You have confirmed that the agreement was made in person and that you do not have any documentation or other evidence confirming the source of the funds or the circumstances of the transaction.

Without verifiable evidence confirming the legitimate source of the funds, we are unable to proceed with the exchange or process a refund at this stage.

Please stay in contact with our security team. We are confident that they will be able to clarify the circumstances of your case and continue the review.

Hello dear customer,

We have already reviewed the information you provided and forwarded it to our partners for further analysis.

At the moment, we are awaiting their response and therefore do not have any new updates regarding your case.

As soon as we receive additional information or a decision from our partners, we will contact you immediately.

Best regards,
FixedFloat team.

The issue is not resolved, and my funds have not been returned. Despite providing all requested evidence, the exchange continues to withhold my money, citing indefinite third-party ("partner") checks with no timeframe. Please restore this financial claim.

As we informed you previously, the information and materials you provided have already been reviewed and forwarded to our partners for further analysis.

At the moment, the review is still ongoing and we are awaiting additional information and a final decision from the relevant parties involved in this case.

Unfortunately, until this process is completed, we are unable to provide a specific timeframe or return the funds.

Please note that the absence of updates does not mean that no work is being done on your case. We continue to follow the situation and will notify you immediately as soon as we receive any new information or a final decision.

The issue is not resolved, and my funds have not been returned. Despite providing all requested evidence, the exchange continues to withhold my money, citing indefinite third-party ("partner") checks with no timeframe. Please restore this financial claim.
Claim renewed.

As we have already informed you, the information and materials you provided have already been forwarded to our partners for further analysis.

At the moment, the review is still ongoing and we are awaiting additional information and a final decision from the relevant parties involved in this case.

Unfortunately, until this process is completed, we are unable to provide a specific timeframe or return the funds.

The absence of updates does not mean that no work is being done on your case. We continue to follow the situation and will notify you immediately as soon as we receive any new information or a final decision.

The issue is not resolved, and my funds have not been returned. Despite providing all requested evidence, the exchange continues to withhold my money, citing indefinite third-party ("partner") checks with no timeframe. Please restore this financial claim.
Claim renewed.

As previously stated, the review is still ongoing and we are awaiting additional information from the relevant parties involved in this case.

As soon as we receive any updates or a final decision, we will inform you immediately.

The issue is not resolved, and my funds have not been returned.

As previously stated, the review is still ongoing.

We will notify you immediately as soon as there is any new information or a final decision regarding your case.

The issue is not resolved, and my funds have not been returned.

The review of your case is still in progress. We appreciate your patience and will provide an update as soon as any new information becomes available.

The issue is not resolved, and my funds have not been returned.

There are no new updates regarding your case at this time.

We will contact you as soon as additional information becomes available.

The issue is not resolved, and my funds have not been returned.

Unfortunately, there are no new updates regarding your case at this time.

We will contact you as soon as additional information becomes available.

FixedFloat successfully processed my previous exchanges and transferred the resulting USDT (BSC) to me. Later, I sent a portion of those very same USDT back to FixedFloat to exchange them for BNB, at which point the transaction was frozen and I was asked to prove the source of funds used in one of the earlier exchanges.

This raises an obvious question: if the source of funds was considered problematic, why was the original exchange completed and the USDT released to me in the first place? It is difficult to understand how funds could pass all checks during one transaction, only to become subject to an AML review after being returned to the same platform.

I have now provided all the documents and evidence requested, yet my funds continue to be withheld without any clear explanation, estimated timeframe, or indication of what remains under review. The repeated statement that the case is "still under review by partners" is not a meaningful update after such a long period.

From my perspective, this situation is becoming increasingly concerning. My funds are being held indefinitely despite my full cooperation and the absence of any requests for additional information. This does not appear to be a reasonable or transparent way to handle a customer's funds.

We are currently awaiting additional information from our partners. On our side, we are doing everything possible to help expedite this process.

We expect to have an update regarding your case within the next few days and will contact you as soon as new information becomes available.

Hello,

According to the information available to us, the transaction received a high-risk AML assessment and requires additional review in accordance with the AML/KYC policy and the exchange service’s internal regulations.

At the moment, the exchange service is awaiting additional information from the relevant parties involved in the case. According to their latest response, they expect to receive an update within the next few days and will contact you as soon as new information becomes available.

Since the exchange service remains in contact, is monitoring the case, and the delay appears to be related to the ongoing review rather than inaction or fault on the part of the exchange service, we are moving the claim to neutral status for now.

Please continue communication with the exchange service and provide any additional information requested from your side, if required. The situation remains under the control of the BestChange administration.

Sincerely, administration of the BestChange exchanger monitor.

So far, no new information has been received from this exchange service, i am waiting.

Hello
I would like to ask the BestChange administration to take a closer look at this situation.
The exchange service informed both you and me that they expected to receive an update "within the next few days." However, those "next few days" have now turned into more than one full working week, and I still have not received any information whatsoever.
What concerns me most is the complete lack of transparency. I have fully cooperated throughout the process: I recovered access to my original email account as requested, provided the requested withdrawal screenshot and other requested information, and have not refused any verification. Since then, there has been only the repeated statement that the case is "still under review by partners," without any explanation of what stage the review is at, whether any progress has been made, or even an estimated timeframe.
I understand that AML reviews may take time, but an indefinite review with no meaningful updates leaves me with no understanding of what is happening with my funds or when this matter may finally be resolved.
I would therefore ask the BestChange administration to contact the exchange service again and request more specific information regarding the current status of the case, the reason for the continued delay, and whether there is any realistic timeframe for reaching a final decision.
Thank you for your attention and assistance.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Amber Baldet,

At the moment, the review of your case is still ongoing. The timeframe for completion depends on multiple factors, including the nature of the case and the volume of information being analyzed, as well as coordination with involved parties. Therefore, unfortunately, we are unable to provide a specific deadline or define a maximum waiting period.

We remain in constant communication regarding your case and are doing everything possible on our side to move the process forward as quickly as possible. Please be assured that as soon as there are any updates or a final decision is made, we will inform you immediately.

Please also note that detailed information regarding this case has been provided to the BestChange administration upon their request.

Thank you for your understanding and patience.

Best regards,
FixedFloat team.

Thank you, but this does not answer the question that was asked.

My complaint raised one specific point: is the refund-after-verification route under clause 7.9 of your own Terms of Service available in my case, yes or no. Your reply does not mention clause 7.9 at all.

FixedFloat did answer by email on 11 July, claiming clause 7.9 "applies to situations where we make decisions independently, without third parties." The published clause contains no such limitation. It applies where the source of funds cannot be sufficiently established, which by FixedFloat's own account is exactly my situation, since their partner has not responded for over two months.

To the BestChange administration: since detailed case information was provided to you, does it include (a) any finding of wrongdoing on my part, (b) a concrete reason the clause 7.9 route is unavailable, or (c) any timeframe? And is an indefinite hold, justified solely by a silent third party after FixedFloat confirmed in writing that nothing further is needed from me, consistent with your listing standards?

I remain ready to complete full KYC immediately in exchange for a refund to the originating address, as clause 7.9 provides.

As stated previously, we don't work with fixed or average timeframes, as each case depends on its specific circumstances. However, this doesn't mean we plan to hold your funds indefinitely.

Please note that situations where no response is received at all do not occur in our practice. The case will not remain unresolved—a final decision will be made.

The review is still ongoing, and we cannot provide any specific timeframe, as the duration depends on multiple factors outside of our direct control. For our part, we also make every effort to receive feedback as quickly as possible.

We appreciate your understanding and patience and will inform you as soon as there are any updates.

In that case, one factual question: what is the longest a case of this type has taken to reach a final decision in your practice? I am not asking for a commitment, just your own historical maximum. My case is currently at 73 days.

You have also still not answered the clause 7.9 question in this thread. My offer stands: full KYC immediately, refund to the originating address.

Amber Baldet,

As we've previously informed you, each case is reviewed individually and can take varying amounts of time depending on a variety of factors, often beyond our control. We do everything possible to obtain feedback from our partners as quickly as possible to make a decision.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello,

According to our service, when you select a floating rate, the exchange rate is set when your transaction receives the required number of network confirmations. If the market goes up, you'll receive more cryptocurrency; if it goes down, you'll receive less.

Our rate includes our 0.5% exchange fee for the floating rate, as well as the network fees for consolidating the incoming transaction and sending it to you. We recommend reading our article on rate formation at https://fixedfloat.com/blog/guides/how-rate-formed.

If you wanted to receive a precise amount, you should have selected a fixed rate when creating your order. In this case, the rate will not change even if network fees increase. Your order was completed at a floating rate, as you selected.

Thank you for clarifying the difference between a floating and a fixed rate, but that is exactly what I wrote in my message. It’s a shame you haven’t read the complaint and don’t see fit to comment on the substance of the matter.
I won't recommend using this exchange service.

We have fulfilled all our obligations to you and you have received the amount in accordance with the floating rate you selected in your order. If you wanted a precise amount to be received, you should have chosen a fixed rate.

Hello Ws,

Both of your orders were suspended because a separate order created earlier was stopped based on information received from our partners.

The review is being conducted on the related case, and the status of your other orders depends on the outcome of that review.

Please continue communication via email and await further updates there. Our specialists are reviewing the situation and will contact you as soon as the review is completed or additional information becomes available.

Best regards,
FixedFloat team.

You're right, I mixed up a transaction from another exchange, so the claim is increased by another 1 XMR. My new orders are in no way related to my previous ones. And if you weren't planning to process a new exchange because of a previous exchange, then you shouldn't have accepted the request for a new exchange via the API key. However, you have accepted two new requests and are required to process the exchange based on those new requests. Your policy is fraudulent.

Our security team has contacted you by email and proposed a solution for resolving the situation. Further communication regarding this matter will continue through that channel.

At the moment, we are actively working on your case and remain in communication with you regarding the available options.

The money from the two orders has still not been returned by this exchange. The amount is 9 XMR. This claim will remain open until you refund the amounts for the last two orders. They are in no way related to the previous order, which we are currently reviewing via email. I am ready to provide the BestChange administration with all the necessary evidence. FixedFloat — liars.

We have already provided you with the available resolution options by email, including verification procedures required for a refund of the funds.

Additionally, our records show that our API was used in connection with these orders without prior approval or authorization from our side.

Further communication regarding this matter will continue exclusively via email with the Security team handling your case.

The money from the two orders has still not been returned by this exchange. The amount is 9 XMR. This claim will remain open until you refund the amounts for the last two orders. They are in no way related to the previous order, which we are currently reviewing via email. I am ready to provide the BestChange administration with all the necessary evidence. FixedFloat — liars.

As previously explained, the available resolution options for this situation have already been provided to you by email.

Further communication regarding this matter will continue exclusively with our Security team through that channel.

The money from the two orders has still not been returned by this exchange. The amount is 9 XMR. This claim will remain open until you refund the amounts for the last two orders. They are in no way related to the previous order, which we are currently reviewing via email. I am ready to provide the BestChange administration with all the necessary evidence. FixedFloat — liars.

The available resolution options have already been provided to you by email.

Reposting the same claim message does not change the status of the case or replace the required procedures for resolving it.

If you intend to proceed with a refund, please follow the instructions provided by our Security team.

The money from the two orders has still not been returned by this exchange. The amount is 9 XMR. This claim will remain open until you refund the amounts for the last two orders. They are in no way related to the previous order, which we are currently reviewing via email. I am ready to provide the BestChange administration with all the necessary evidence. FixedFloat — liars.

As we previously informed you, in accordance with the Terms of Service:
7.10. FixedFloat reserves the right to restrict access to services, including suspending the fulfillment of new orders, if the User is undergoing an investigation related to a violation of the Rules or suspicion of fraud, money laundering, or other illegal activities.

Therefore, the current orders cannot be released until the review of the previous orders has been completed.

As already communicated by our Security team, identity verification is required in order to proceed with the refund of the funds.

The money from the two orders has still not been returned by this exchange. The amount is 9 XMR. This claim will remain open until you refund the amounts for the last two orders. They are in no way related to the previous order, which we are currently reviewing via email. I am ready to provide the BestChange administration with all the necessary evidence. FixedFloat — liars.

The available resolution path has already been provided to you.

Repeatedly posting the same claim does not change the status of the case or replace the required verification procedure.

If you intend to proceed with the refund, please follow the instructions provided by our security team by email.

The money from the two orders has still not been returned by this exchange. The amount is 9 XMR. This claim will remain open until you refund the amounts for the last two orders. They are in no way related to the previous order, which we are currently reviewing via email. I am ready to provide the BestChange administration with all the necessary evidence. FixedFloat — liars.

The available resolution procedure has already been communicated to you by email.

Further reposting of the same claim will not affect the status of the case or replace the required verification procedure.

Please follow the instructions provided by our security team to proceed further.

The money from the two orders has still not been returned by this exchange. The amount is 9 XMR. This claim will remain open until you refund the amounts for the last two orders. I am ready to provide the BestChange administration with all the necessary evidence. FixedFloat — liars.

As already communicated to you by email, the procedure required to unfreeze your order is identity verification. You have declined to complete this procedure.

We also inform the BestChange administration that all available information regarding your case, including the proposed verification procedure and your response to it, has already been provided to the BestChange administration as part of the review of this dispute.

Further reposting of the same claim will not change the status of the case or replace the required verification procedure.

The money from the two orders has still not been returned by this exchange. The amount is 9 XMR. This claim will remain open until you refund the amounts for the last two orders. I am ready to provide the BestChange administration with all the necessary evidence. FixedFloat — liars.

Hello,

We have reviewed the information available on this case. According to the AML data, critical high-risk connections were identified in relation to the funds involved in the original order. For this reason, in accordance with international AML/KYC requirements, information security rules, and the exchange service’s internal AML policy, the exchange service has grounds to conduct an additional review before making a final decision on the release or refund of funds.

The exchange service requested identity verification as part of the required procedure. However, according to the information provided to us, the verification attempt on the user’s side was not completed successfully, so the review cannot be considered finished at this stage.

In this situation, the delay is related to the ongoing AML/KYC review and the incomplete verification procedure, rather than to the exchange service’s refusal to communicate or consider the case. Therefore, the claim is being moved to neutral status.

To continue the resolution process, please follow the instructions provided by the exchange service’s security/compliance team by email.

If you have any additional materials or evidence related to this case, you may send them to our support email address: [email protected].

Sincerely, administration of the BestChange exchanger monitor.

That means you haven't properly reviewed the information. I am filing a claim regarding two orders that cannot be linked to AML issues, as the transfer originated from XMR wallets. I demand a refund for these two orders. AWVJS6 and QNMYV3.

The review was initiated in relation to an earlier BTC exchange, where AML analysis identified critical high-risk connections, including links associated with darknet market-related activity and possible money laundering risks.

The subsequent XMR exchanges were suspended because, at that moment, there was already an active AML/compliance review regarding the user’s previous activity. The later use of an anonymous cryptocurrency is also an additional factor that may reasonably strengthen compliance concerns in such circumstances.

The results of the AML check for the BTC transaction can be provided to you by email upon request. If you have additional materials related to this case, please send them to [email protected].

Sincerely, administration of the BestChange exchanger monitor.

Hello Velar,

Unfortunately, we were unable to locate any order with the ID you provided.

Please make sure that you created your order on https://ff.io/, as we have reason to believe that the order may have been created on a fraudulent website impersonating our service.

Best regards,
FixedFloat team.

Sorry, you are 100% right. That was really ***. But they are in the top of google search, that's strange...

We are sincerely sorry that you have encountered this situation.

Unfortunately, the problem of phishing websites impersonating legitimate services is a global issue affecting many users and companies. On our side, we do everything possible to identify and block fraudulent websites as quickly as possible. However, new phishing websites constantly appear, making this an ongoing challenge.

We kindly recommend always carefully checking the website address before creating an order and ensuring that you are using our official website: https://ff.io/.

We truly hope that you never have to experience anything like this again and wish you all the best going forward.

Hello,

Please provide information confirming the situation described in a reply to [email protected].
If we do not receive this information, we will be forced to consider your review as intended to discredit the exchange service. This type of review is prohibited on our website.

We appreciate your understanding and look forward to your feedback.

Sincerely, administration of the BestChange exchanger monitor.

Hello,

We do not suspend orders or retain funds without substantial grounds.

In your case, your order was suspended because we received information from our partners indicating that funds potentially connected to unlawful activity had been sent to the address generated for your order.

Please provide information regarding the source of your funds to our specialists from the security team by email and remain in contact with them throughout the review process. We are confident that our specialists will be able to clarify the circumstances of this case and assist in resolving the situation.

Best regards,
FixedFloat team.

Hello,

The exchange rate was calculated correctly in accordance with the rules of the selected order type and the service terms.

The rates displayed on third-party trading platforms are not used as a direct basis for calculating the final amount in our service. Therefore, comparison with rates on individual exchanges cannot confirm that the order was executed incorrectly.

The rate displayed on the main page for floating-rate exchanges is approximate. For orders with a floating exchange rate, the final rate is determined and fixed at the moment the payment transaction receives the required number of network confirmations.

Therefore, the final amount received may differ from the amount estimated at the moment of viewing the rate or creating the order due to market fluctuations during that period. If receiving an exact amount is important, it is necessary to use orders with a fixed exchange rate.

The exchange for these orders was completed correctly and in full accordance with the conditions of the selected exchange type and the service rules.

Best regards,
FixedFloat team.

Hello,

This is a very disappointing response from the FixedFloat team. I have provided undeniable evidence that I received less funds then a should have but instead of admitting that they made a mistake FixedFloat have decided to defend themselves with weak lies. Let's go through them:

"The rates displayed on third-party trading platforms are not used as a direct basis for calculating the final amount in our service. Therefore, comparison with rates on individual exchanges cannot confirm that the order was executed incorrectly."

— You are not a trading platform with your own order books, to calculate the price you HAVE to use a third party exchange. Kindly answer where you get your exchange rates from if it is not from a thirdy party exchange? Do you make them up?

"The rate displayed on the main page for floating-rate exchanges is approximate. For orders with a floating exchange rate, the final rate is determined and fixed at the moment the payment transaction receives the required number of network confirmations.

Therefore, the final amount received may differ from the amount estimated at the moment of viewing the rate or creating the order due to market fluctuations during that period. If receiving an exact amount is important, it is necessary to use orders with a fixed exchange rate."

— I am not disputing that there was a difference between the approximate received amount and what I actually received. What I am disputing is that you executed the order at the wrong price of Gram. I backed this up with undeniable evidence showing the price of it on multiple exchanges that are accurate in real time.

"The exchange for these orders was completed correctly and in full accordance with the conditions of the selected exchange type and the service rules."

— Please point out where in the service rules does it say that you can make up the price of Gram to send me less?

I ask bestchange to involve themselves and look at all the evidence provided.

Your assumption that our service must use the exchange rate of a particular third-party exchange is incorrect.

Our service is not affiliated with OKX or Bitget and is not obligated to execute exchanges using prices displayed on those platforms.

The exchange rate for an order is determined according to the pricing mechanism and liquidity sources used by our service and in accordance with the rules of the selected order type.

For floating-rate orders, the rate displayed during order creation is approximate and the final rate is fixed at the moment the payment transaction receives the required number of network confirmations.

Therefore, comparing the final result of an exchange with prices observed on individual third-party exchanges at a particular point in time does not demonstrate that the order was executed incorrectly.

If receiving an exact amount is important, it is necessary to use orders with a fixed exchange rate.

The orders in question were completed correctly and in accordance with the service rules.

OKX and Bidget are not the only exchanges that displayed gram at that price, every single exchange has, I only listed two because I thought that would be enough to get my point across.

Further examples that place GRAM being worth around 1.544 at the time of exchange:
https://www.coinbase.com/price/toncoin
https://www.tradingview.com/symbols/TONUSD/

Your service completed the exchange at a 5% higher Gram price then it actually was at the time. This is verifiable across every single exchange. You are the only service that made Gram that price at that time, which means you fabricated a fake price.

I have shown you facts and analytics that prove Grams price at the time of the exchange, you've shown nothing. I will ask again: where did you get the price of Gram at the time of the exchange? Did you make it up?

If you would like to receive more detailed information regarding the pricing mechanism used for these orders, please contact us at [email protected].

Our specialists will review your inquiry and provide additional details regarding the rate calculation for your exchange.

Email sent.

Our specialists have received your email and are currently conducting a more detailed review of your case and the exchange rate calculation for the orders in question.

While we have no indication at this time that the orders were executed incorrectly, we would like to thoroughly verify all aspects of the exchange to ensure that the calculations were performed correctly and in accordance with the service rules.

As soon as this additional review is completed and our specialists have gathered all the necessary information, they will provide you with a detailed response by email.

Our specialists have completed an additional review of the orders in question.

During the review, it was established that two orders were created simultaneously, which is contrary to the service rules. In addition, the amount actually sent differed from the amount specified when creating the order.

It was also established that this exchange direction had limited available liquidity at the time of processing. For larger exchange amounts, this may result in a significant deterioration of the effective exchange rate compared to smaller transactions.

The exchange was completed in accordance with the pricing mechanism, available liquidity, and the rules of the selected order type.

Hello Busygetting,

Your order was suspended because we received information from our partners indicating that funds potentially linked to illegal activity were sent to our address for this order.

At the moment, the review is still ongoing, and we are awaiting additional information from our partners regarding your case. We understand that the delay is frustrating and sincerely apologize for the extended review period.

We are doing everything possible to expedite this process. As soon as we receive new information or a final decision regarding your case, we will contact you immediately. Until then, we kindly ask you to await further updates.

Best regards,
FixedFloat team.

The same response I’ve been receiving for the last 40
Days. How can a review for my own funds take so long. This is the only exchange I’ve seen that has no time frame which is very strange.

Still receiving vague responses, been months now my funds haven’t been returned, it will be a big mistake to use this platform to swap
Funds.

I just want my funds back, there is no reason for this delay, this is absolutely ridiculous and causing me financial difficulty, why is there no time frame.

Unfortunately, there are still no updates regarding your case at this time.

We understand your concerns regarding the duration of the review and are doing everything possible to help expedite the process.

As soon as we receive any new information or a final decision regarding your case, we will contact you immediately.

Hello Vijay,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Mario,

We do not understand the basis of your complaint.

You sent funds twice to the same deposit address for one order, which is explicitly prohibited by the Terms of Service. Despite this, our technical specialists manually resolved the issue by attaching your second transaction to a new order.

As requested by you, a refund was subsequently processed and completed.

The issue was resolved on our side, and we do not consider the complaint justified.

Best regards,
FixedFloat team.

Hello Antonio,

We've received information from our partners that the funds at your address were obtained through criminal activity. For this reason, the exchange has been suspended. To continue the exchange or return the coins, we must verify that the funds were obtained legitimately.

During our conversation with you, it became clear that the address from which the funds were directly transferred to us does not belong to you, but to your client.

In accordance with the Terms of the service clause 7.7.: The data must be provided directly by the sender of the funds in accordance with the Order.

We need information directly from the sender, since you are not the owner of the address.

Best regards,
FixedFloat team.

At the time the BTC was received from the client, those funds were already payment for work I had completed; I then independently created an exchange request through your service. Currently, you are requesting that I provide documents and coordinate with my client; however, I have neither the legal nor the practical ability to compel a third party to undergo KYC/AML checks or to transfer personal data to a third-party service with which they have no contractual relationship.

I would also like to point out that, according to sections 4.11.1 and 7.9 of your User Agreement, in such AML situations, funds are to be returned to the sender’s address. In light of this, I request that you either complete the exchange or return the BTC to the sender’s original address.

In this case, since we need to receive information about the source of funds in order to continue the exchange or refund, it is necessary that the sender of the funds contact us directly.

Based on the Terms of Service:
7.7. The data must be provided directly by the sender of funds under the Order.

Unfortunately, we cannot get information about the source of funds from you, since you are not the sender of the funds. We need the sender to contact us personally by our official email.

I understand your position regarding verification of the source of funds.

However, I would like to clarify that I am a freelancer who received these BTC as payment for completed work. After receiving the payment, I immediately created an exchange order through your service.

The sender has already fulfilled his payment obligations to me and does not have any contractual relationship with your service. Therefore, I do not have the ability to require or force a third party to disclose personal information or participate in AML/KYC procedures with an offshore exchange service.

Under these circumstances, and considering that the sender does not agree to provide additional personal information, I kindly ask you to proceed with a refund of the BTC to the original sender address in accordance with sections 4.11.1 and 7.9 of your Terms of Service.

Please confirm whether you are ready to proceed with the refund procedure.

As previously explained, under our Terms of Service and AML procedures, source-of-funds information must be obtained directly from the sender of the funds.

The fact that the sender does not wish to participate in the verification process or provide the requested information does not remove our obligation to conduct the required checks before proceeding with an exchange or refund.

In this situation, obtaining the requested information directly from the sender of the funds is the only possible way to continue the review of this incident.

I fully understand your compliance position. However, as I already explained, I am not the sender of the funds. I received this payment as compensation for completed freelance work and then independently created an exchange order through your service.

The sender has been informed about your request but refuses to participate in verification procedures or disclose personal information to a third-party offshore exchange service. I do not have any legal or practical ability to compel another person to contact your service or provide documents.

Since further verification is impossible under these circumstances, I kindly ask you to proceed with a refund to the original sender address in accordance with sections 4.11.1 and 7.9 of your Terms of Service, which explicitly provide for refunds in AML-related situations.

Please confirm whether the refund procedure can be initiated without further delay.

As we previously explained, this is unfortunately not possible in your case.

The sections of the Terms of Service you refer to do not apply to situations where the person contacting us is not the sender of the funds.

Since you are not the sender and do not control the address from which the funds were sent, we cannot offer alternative verification procedures or process information regarding the source of funds through you.

In this situation, the only possible way to continue reviewing the case is to obtain the requested information directly from the sender of the funds.

I have already informed you multiple times that I do not have any legal or practical ability to force a third party to contact your service or provide personal information and documents.

The sender has already completed his payment obligation to me and refuses further interaction with an offshore exchange service with which he has no contractual relationship.

At this point, your requested verification procedure is objectively impossible to complete from my side.

Therefore, I kindly ask you one final time to resolve this situation in accordance with sections 4.11.1 and 7.9 of your own Terms of Service by initiating a refund to the original sender address if the exchange cannot be completed.

We have already repeatedly explained that the refund procedure you are requesting cannot be applied in your case under the sections of the Terms of Service you refer to.

Your inability to contact the sender or the sender’s refusal to participate in the verification procedure does not change the requirements of our AML procedures.

To proceed with reviewing this case, the requested source-of-funds information must be provided directly by the sender of the funds.

Please also note that repeating the same statements and interpretations of the Terms of Service does not change the status of the review or the requirements applicable to this case.

Hello,

Unfortunately, according to the AML analysis carried out, the cryptocurrency you sent is marked “High-risk” or is associated with illegitimate sources.
If you want to receive the results, we will provide them by email.

We regret that this situation occurred and you did not notice the warning about AML verification when creating an order, and were also not informed about the status of the funds in the transaction you sent.

In this case, according to the information security rules, the international AML&KYC policy https://www.bestchange.com/faq.html#frozen-transaction and the regulations of the exchange service, additional
verification is required to consider a refund. You agreed to the rules of the exchanger and the AML policy when creating the order.

To speed up verification and resolve the situation, please send the requested materials to the verification service. You can get a list of materials directly from the support service.

Kind regards, BestChange administration.

I haven't returned my funds for almost a month. They say it's due to partner verification, but I've contacted them with all the information.

Please return the funds to the outgoing address immediately, without delay.

At the moment, we are awaiting information from our partners regarding your case. As soon as we receive the necessary information and complete its review, we will contact you immediately.

Unfortunately, we cannot provide an estimated timeframe at this stage. We are making every effort to expedite the process and appreciate your patience.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello,

We apologize for the delay in processing your request.

Unfortunately, due to a significant number of requests involving incorrectly sent funds, our specialists are currently experiencing a high workload. The request remains in the queue for review and will be processed as soon as possible.

No additional action is required at this stage. The order will be completed as soon as processing becomes possible.

Best regards,
FixedFloat team.

It's not sent yet. I will wait for another 24 hours then renew claim.

Received. Thanks.

We're glad the problem is resolved. Have a nice day!

Hello,

Thank you for your message.

At the moment, the review process is still ongoing. Please note that such cases may require coordination with external partners, which can affect the overall timeline.

We are doing everything possible on our side to move the process forward and reach a resolution as quickly as possible.

We kindly ask for your patience while the review is being completed.

Best regards,
FixedFloat team.

Another 3 weeks have passed. Please, provide an update.

The review of your case is still ongoing, and at this stage there are no new updates available.

We understand that the waiting time may be frustrating, and we appreciate your patience. Please note that such cases may require additional coordination and thorough verification, which can affect the overall timeline.

From our side, we are doing everything possible to move the process forward and complete all necessary checks as quickly as possible. We will inform you immediately once there are any updates.

Since my last review close to a month has passed with no new information and no way to know if I'll ever see my $50,000 again.

Our security team has already provided you with updates regarding your case via email.

Hello,

We understand your concern regarding the time required to review your case and appreciate your patience.

Please be assured that we are doing everything possible on our side to expedite the review process. At the same time, a thorough verification is required, which may take additional time depending on the specifics of the case.

As soon as the review is completed, we will inform you immediately.

Thank you for your understanding.

Best regards,
FixedFloat team.

But you can ask me to do all the necessary verification. Especially since the exchange has been going on for more than seven months.

We understand your concerns regarding the duration of the review and the inconvenience this situation may cause.

At the moment, the case is still under review. We are doing everything possible on our side to move the process forward and obtain the necessary information required to complete the verification.

Please note that due to the nature of such cases, the review may take additional time, as it involves multiple checks and coordination.

As soon as the review is completed and a final decision is made, we will inform you immediately.

Thank you for your patience and understanding.

Have you ever had cases where your partners didn't respond to you regarding investigation?
How long does it take, on average, for your partners to review similar cases?

Cases where our partners do not respond at all do not occur.

At the same time, the duration of such reviews can vary significantly depending on the specifics of each case, including the complexity of the checks and the amount of information that needs to be verified. For this reason, we are unable to provide an average or approximate timeframe.

We have also provided this information to you via email.

From our side, we are doing everything possible to expedite the process. We will inform you as soon as there are any updates regarding your case.

Thank you for your patience.

I would like to thank you for the regular updates regarding my case. However, it has been six weeks now, and I understand that these processes can take time. Could you please provide more specific information about the current status of my case and, if possible, an approximate timeline for its resolution? I appreciate your efforts and am willing to provide any additional information that might help expedite the process.

Unfortunately, at this stage we are unable to provide more detailed information regarding your case.

The review is still ongoing, and we cannot provide any specific timeframe, as the duration depends on multiple factors outside of our direct control.

We have also provided information to the BestChange administration.

We appreciate your understanding and patience and will inform you as soon as there are any updates.

Wait. I'm asking you again: why are they taking so long to respond? I have a right to know. It's unacceptable to wait two months for a response. As the aggrieved party, I have every right to know how much longer you can wait for a response before you make your own decision. If they remain silent for another two months, will you have to wait?

At the moment, the review of your case is still ongoing. The timeframe for completion depends on multiple factors, including the nature of the case and the volume of information being analyzed, as well as coordination with involved parties. Therefore, unfortunately, we are unable to provide a specific deadline or define a maximum waiting period.

We remain in constant communication regarding your case and are doing everything possible on our side to move the process forward as quickly as possible. Please be assured that as soon as there are any updates or a final decision is made, we will inform you immediately.

Please also note that more detailed information regarding this case has been provided to the BestChange administration upon their request and may also be shared upon an official request from law enforcement authorities.

Thank you for your understanding and patience.

If your partners do not respond for an extended period (e.g., several more months), what actions will you take? Will my case remain unresolved indefinitely?

At the moment, your case is still under review.

Please note that in our practice, situations where partners do not respond at all do not occur. In any case, the review process will be completed and a final decision will be made.

At the same time, the timeframe may vary depending on the specifics of the case, which is why we are unable to define a specific or maximum waiting period.

More detailed information has already been provided to the BestChange administration.

We will inform you as soon as there are any updates.

Since you've provided information to BestChange, please provide me with more detailed information. Because as the injured party, I have every right to understand how long I have to wait. I see reviews of people waiting a year or more for a response from your partners.

As previously stated, the review is still ongoing.

Please note that the timeframe depends on multiple factors, and we are unable to provide a specific deadline. Cases are not left unresolved indefinitely — a final decision will be made.

We will inform you as soon as there are any updates.

Since you're well-versed in the details of my case, please provide an approximate timeframe for my case based on similar situations. I don't believe my situation is unique.

You have thousands of clients worldwide, and you've been operating for over 7 years. You have a reserve of $76 million. I don't believe it's in your best interests to drag things out.

Therefore, please, if you say there have never been situations where partners haven't responded to you, tell me the average wait time. Just don't write again that it depends on multiple factors. Are there any cases where you review cases for more than 6 months, 1 year, or more? If the crypto is being used illegally and there are inquiries from law enforcement, I won't argue.

As previously stated, the timeframe cannot be estimated based on other cases, as each review depends on its specific circumstances and external factors.

There is no fixed or average waiting time. However, cases are not reviewed indefinitely — a final decision will be made once all necessary checks are completed.

We will inform you as soon as there are any updates.

If your partners haven't found an answer for two months, then find other partners.
You don't understand my question. How long can you wait for a response from your "partners"? Do you personally understand?
If there's been no response from your partners for two months, what have you done specifically?
If there's no response from your partners for another two months, what will you do? Perhaps your partners are under attack and you're unaware?

As we have already stated multiple times, we do not operate with fixed response timeframes from partners.

Please note that situations where no response is received at all do not occur in our practice. The case will not remain unresolved — a final decision will be made.

Speculative assumptions (including about partners being “under attack”) do not reflect the actual review process and do not affect its timeline.

At this stage, the review is ongoing and all necessary checks are being completed.

We will inform you as soon as there are any updates.

Thank you for the continued updates on my case. I appreciate the efforts being made to resolve this matter. I understand that each case is unique and that there are various factors involved in the review process.

However, I would greatly appreciate it if you could provide a bit more insight into the general timeline for cases similar to mine. While I understand that you cannot give a specific deadline, knowing an approximate range would be very helpful for my planning and peace of mind.

For instance, are there any cases where reviews typically take longer than six months? Or are there any indicators that might suggest my case is more complex than average? Any additional information you can share would be greatly valued.

Thank you once again for your patience and assistance. I look forward to your response.

Best regards.

As previously stated, we do not operate with fixed or average timeframes, as each case depends on its specific circumstances.

We are also unable to comment on hypothetical periods such as six months or longer.

At this stage, the review is still ongoing. Relevant information regarding the case may be shared with law enforcement upon official request and has already been provided to the BestChange administration.

A final decision will be made once all necessary checks are completed.

We will inform you as soon as there are any updates.

More than two months have passed since documents were submitted.

Your own ToS in Section 4.13.2 sets a maximum processing period of 2 months even for repeat violators of the Exchange Rules. I am not a repeat violator — I am a good-faith client with a history of successful exchanges on your platform.

This is not an AML procedure. This is retention of a good-faith client's funds under the pretext of "indefinite review."

The timeframe you refer to applies to orders with execution issues (e.g., incorrect currency sent) and is not applicable to your case.

Your case is being reviewed under AML procedures (Section 7 of the Terms of Service), which involve additional checks and do not have fixed processing timeframes.

The review is still ongoing, and a final decision will be made once all necessary checks are completed.

We will inform you as soon as there are any updates.

How do you explain the fact that on the day following my deposit, these funds were transferred from your hot wallet to KuCoin?

If the funds were considered “criminal” by your partners, as stated in your first message, why did you deposit them onto KuCoin — a centralized exchange — the very next day?

The transfers you are referring to are part of an automatic technical consolidation process of incoming funds into shared operational wallets.

This process is applied to all transactions and does not affect the AML status of any specific case.

Your conclusions about our operations are incorrect.

The review of your case is ongoing under AML procedures, and a final decision will be made once all necessary checks are completed.

We will contact you as soon as there are any updates.

Dear Bestchange Team!
Please provide me with the information you received from exchange.
Why have they been checking 4 pages of requested documents for three months now?

This is unbearable. I've written over 50 letters. They refuse to provide any kind of timeframe for verification.
They could be checking my transaction for five or even ten years.
I ask for the opportunity to complete the check and return the cryptocurrency. I've already lost so much.

We do not operate with predefined or average timeframes, as each case is reviewed individually based on its specific circumstances. For this reason, we are unable to provide estimates, including for extended or hypothetical periods.

The review of your case is still in progress. Any relevant information may be shared with authorized parties upon official request, and the necessary details have already been provided to the BestChange administration.

A final decision will be made once all required checks are completed. We will notify you as soon as there are any updates.

But you responded, "If there is a delay in receiving the necessary information, the case will continue to be monitored and processed within our internal procedure." That's why I'm asking—how long would it take to receive the necessary information from your partners before you could decide whether the necessary information was delayed?

The statement you are referring to has been taken out of context and does not imply any specific timeframe or criteria for the review process.

As previously explained, each case is assessed individually, and the process depends on multiple factors, including information from external sources.

The review of your case is still ongoing, and a final decision will be made once all necessary checks are completed.

You replied:
"Hello,
Please note that cases of this nature are reviewed in accordance with established procedures and cannot remain unresolved indefinitely.
If there is a delay in receiving the necessary information, the case will continue to be monitored and handled within our internal process. All available data is periodically reassessed, and further steps are taken as soon as sufficient information becomes available to proceed.
At this stage, the review is still ongoing, and we are awaiting the required input to move forward. As soon as there are any developments or a decision can be made, we will inform you without delay.

We appreciate your patience and understanding.

Best regards,
FixedFloat team.

Here's your letter in full. In the context of the letter, you emphasized that if the due diligence drags on, you'll make a decision without your partners. Is that correct?

That's why I'm asking—how long would it take to receive the necessary information from your partners before you could decide whether the necessary information was delayed?

Your interpretation of our previous message is incorrect. The statement you are referring to does not establish any obligation or specific timeframe for making a decision without external input.

The review process continues in accordance with established AML procedures and depends on multiple factors, including information obtained from external sources.

We are not able to provide timelines or comment further on internal criteria. The case will be concluded once all necessary checks are completed.

As we informed before, more detailed information regarding this case has been provided to the BestChange administration upon their request and may also be shared upon an official request from law enforcement authorities.

I would like to add important new information to my case.

I conducted my own investigation using public blockchain data. I found that the very next day after my deposit, my funds were transferred from the FixedFloat hot wallet to a deposit address belonging to KuCoin — a centralized exchange.

When I asked FixedFloat about this, they replied that it was an "automated technical consolidation process into shared operational wallets."

This explanation does not hold up. A deposit address on a centralized exchange is not an operational wallet — it belongs to the exchange, not to FixedFloat. Consolidation means moving funds to your own wallet for internal management. Sending funds to KuCoin is a withdrawal to a third-party platform.

At the same time, FixedFloat told me that my funds were flagged by their partners as linked to criminal activity and are under AML review.

So which is it? If the funds are suspected criminal — why did they send them to KuCoin the next day? That would be an AML violation on their part. If the funds are clean — why are they still holding them after 3 months?

FixedFloat cannot have it both ways. I have all transaction hashes and blockchain evidence to support this.

We have already addressed this matter multiple times.

The transfers you refer to are part of an automated technical consolidation process into shared operational wallets and do not affect the AML status of any specific case.

Your interpretation of these transactions is incorrect.

The review is still ongoing, and a final decision will be made once all necessary checks are completed.

This is not my interpretation. You sent my USDC to Kucoin.

A deposit address on KUCOIN is not an operational wallet — it belongs to the exchange, not to FixedFloat.

We have already addressed this matter multiple times. Your assumptions are incorrect and not relevant to the review process.

As previously explained, the transfers you refer to are part of an automated technical process and do not affect the AML status of your case.

The review is ongoing and will be completed once all necessary checks are finalized.

I have traced the on-chain movement of my funds. Here is what I found:

After my USDC deposit, the funds were sent from the FixedFloat wallet to a KuCoin deposit address. Following these transfers, the USDC balance on the FixedFloat wallet dropped significantly below the amount I had deposited (6 232 USDC on 01 Feb 2026). This confirms that my specific funds were moved to KuCoin — not just "consolidated internally."

Transaction hashes:
0x9a09748f6fbeee042e32ab76fede7b7e1549d36f127349c0f7fc72d8c9fe2181
1.114M USDC 26 Aug, 2025

0xeb6a406b0ea8dba84ccf26dcb60adc16173257892873b7d04a7cabc147b860f7
978560.158 USDC 27 Aug, 2025

0x34530c2bede7013e6325a9f73474a5f51ecee6b6ef11c4dd137c1117a5b6273a
951896.138 USDC 29 Aug, 2025

0x7ea4a844e7284c3fafc037ea3de891cc51d386bdf4583ea2e2d50d99ecdc9e02
939539.32 01 Sep, 2025

FixedFloat's response to this was: "The transfers are part of an automated technical consolidation process into shared operational wallets. Your assumptions are incorrect."

Let me summarize the contradiction:

— FixedFloat says my funds are flagged as suspicious by their partners
— FixedFloat says the review is ongoing under AML procedures
— At the same time, FixedFloat sent these "suspicious" funds to KuCoin the very next days
— Their own wallet balance confirms the funds were moved out, not just reshuffled internally

Either the funds are suspicious and FixedFloat violated AML by forwarding them to a third-party exchange, or the funds are clean and FixedFloat has no basis to hold them for 3 months.

I am not making assumptions. I am reading the blockchain. The data is public and verifiable by anyone.

Please do not close this complaint. I ask BestChange to verify these transaction hashes independently and request a real explanation from FixedFloat — not the same template they have been sending me for three months.

The transactions you are referring to from our main operational address are not related to the funds held in your case and are not connected to the incident under review.

These movements are part of internal operational processes and do not reflect the status of your specific transaction.

Your interpretation of these transactions is incorrect and not relevant to your case.

The review is ongoing and will be completed once all necessary checks are finalized.

You are either lying or incompetent.
I checked the USDC balance on the FixedFloat hot wallet (labeled by Arkham Intelligence) as of February 1, 2026 — it was approximately $6,000.
My deposit was over $150,000. The funds are physically not there.
According to FixedFloat's own ToS Section 7.8, frozen funds are held "for the subsequent return to victims with the assistance of law enforcement." Three months have passed — no law enforcement involvement, no return, and now the wallet is nearly empty. Where are my funds?

We have already provided all relevant explanations regarding this matter.

The assumptions you continue to present are incorrect and not related to the actual handling of your case.

The review is ongoing and will be completed once all necessary checks are finalized.

I checked the USDC balance on the FixedFloat hot wallet (labeled by Arkham Intelligence) as of February 1, 2026 — it was 6.232 USDC. Where did you transfer my 150 000 USDC?
Bestchange please check FixedFloat wallet 0x4E5B2e1dc63F6b91cb6Cd759936495434C7e972F.

We have already provided all necessary explanations regarding this matter.

The wallet activity you are referring to reflects internal operational processes of the service and is not related to your specific transaction or the funds under review in your case.

Drawing conclusions about your case based on aggregated wallet balances or third-party labeling services is incorrect and misleading.

The review is ongoing and will be completed once all required checks are finalized.

My findings are based entirely on public blockchain data, verified through *** — a licensed and widely recognized blockchain analytics platform used by institutions, law enforcement, and compliance teams worldwide. This is not my personal opinion. This is on-chain data that anyone can independently verify.

I ask BestChange to take note that instead of answering my direct questions, FixedFloat is now accusing me of being misleading. I am a customer who deposited over $150,000 and has been waiting 3 months with no resolution. I have every right to analyze publicly available blockchain data regarding my own funds.

The USDC balance on the FixedFloat hot wallet (labeled by ***) dropped to approximately $6,000 as of February 1, 2026. My deposit was over $150,000. Where you moved my money?

We have already provided all relevant explanations regarding this matter.

The review is still ongoing and will be completed once all necessary checks are finalized.

You're misleading everyone. I haven't received an answer from you about where you transferred my 150,000 USDC from your hot wallet 0x4E5B2e1dc63F6b91cb6Cd759936495434C7e972F.

I checked the USDC balance on the FixedFloat hot wallet 0x4E5B2e1dc63F6b91cb6Cd759936495434C7e972F as of February 1, 2026 — it was 6.232 USDC. Where did you transfer my 150 000 USDC? This is on-chain data that anyone can independently verify.

I provided you with documents three months ago, which you're still verifying.

Why and where did you transfer my funds, allegedly obtained through criminal activity? Where are the transaction hashes?

Bestchange, please don't close this claim until I receive a clear answer with hash.
According to FixedFloat's own ToS Section 7.8, frozen funds are held "for the subsequent return to victims with the assistance of law enforcement."

As we previously informed you, the investigation into your order is ongoing, and you have been provided with comprehensive answers. All information about the incident has been passed on to the BestChange administration.

You're misleading everyone. You didn't answer my question:
Where did you transfer my funds, allegedly obtained through criminal activity?

Please don't close this complaint until I receive a clear answer. (dates, hash)
I checked the USDC balance on the FixedFloat hot wallet 0x4E5B2e1dc63F6b91cb6Cd759936495434C7e972F as of February 1, 2026 — it was 6.232 USDC.

On our part, information was provided to the BestChange administration regarding this incident.

You said my funds have not been redirected. Then please explain: on January 31, after block 24356400, the USDC balance on your hot wallet was 178 USDC. My deposit was over $150,000. Is the blockchain wrong?

You are providing incorrect information. Funds from our hot addresses are automatically consolidated to our primary addresses, as funds are sent from us only from our primary addresses. This way, law enforcement agencies can see that funds have been transferred specifically to our service's addresses. The funds remain frozen at our addresses, and if authorities seize frozen funds, they are also sent from our addresses.

Where are the transaction hashes?

Bestchange, please don't close this claim until I receive a clear answer with hash.
According to FixedFloat's own ToS Section 7.8, frozen funds are held "for the subsequent return to victims with the assistance of law enforcement."

We have already provided all necessary explanations regarding this matter.

Hello,

Thank you for your message. This explanation is vague and proves nothing. "Automatic technical process" and "main operational wallets" are just words without evidence.

I need specific proof:

1. The transaction hash showing where my funds were moved
2. The wallet address where my funds are currently stored

This is blockchain — everything is public and verifiable.

We previously explained how the service works. Funds from hot addresses are consolidated into our main address.

We previously asked wallet and hash showing where my funds were moved.

We have already provided all relevant explanations regarding this matter.

Your conclusions based on public blockchain data and third-party labeling services are not related to the actual handling of your specific case.

As previously stated, detailed information regarding this case has already been shared with the BestChange administration and may also be provided upon an official request from law enforcement authorities.

The review is still ongoing and will be completed once all necessary checks are finalized.

Hello,

Thank you for your message, however, you have not provided either me or BestChange with the wallet address where my funds are currently located, nor the transaction hash indicating where these funds were transferred.

We have already provided all relevant explanations regarding this matter and the internal operational processes of the service.

We are not obligated to disclose internal wallet infrastructure, operational addresses, or internal transaction data related to the service’s technical processes.

As previously stated, the review of your case is still ongoing. Detailed information regarding the incident has already been provided to the BestChange administration and may also be provided upon an official request from law enforcement authorities.

This is directly related to my case, since you transferred my funds to a third-party wallet. If that's not the case, you could have provided me with proof that they were stored in your wallet from the very beginning of the investigation. You're making money off your clients' funds?

We have already addressed these assumptions multiple times.

Your statements regarding internal operational processes and service wallet infrastructure are incorrect and not related to the actual handling of your case.

Further repetition of the same claims does not change the status of the review or the information previously provided.

Thank you for your message.
This explanation is vague and proves nothing. "Automatic technical process" and "main operational wallets" are just words without evidence.

I need specific proof:

1. The transaction hash showing where my funds were moved
2. The wallet address where my funds are currently stored

This is blockchain — everything is public and verifiable. If you have nothing to hide, providing a hash and an address takes 30 seconds.

We have already explained that we do not disclose internal wallet infrastructure, operational addresses, or internal transaction data related to the service’s technical processes.

Your repeated requests for internal operational data cannot be satisfied within the framework of this review.

Thank you for your message, but you're misleading everyone.
On January 31, after block 24356400, the USDC balance on your hot wallet was 178 USDC. My deposit was over $150,000
One direct question
To what specific address were my 150 000 USDC transferred from *** before block 24356400 on January 31, 2026.

We have already answered this question multiple times.

We do not disclose internal operational wallet data, internal transfers, or service infrastructure details as part of the review process.

Repeating the same question will not result in different information being provided.

I have the right to know where you transferred my funds. You have already deceived me once by claiming that you did not transfer the funds anywhere. I am waiting for the transaction hash for the transfer of my funds.

We have already addressed these assumptions and questions multiple times.

As previously explained, we do not disclose internal operational wallet data, internal transfers, or service infrastructure details within the framework of this review.

Your interpretation of publicly available blockchain data does not change the status of the case or create an obligation for us to disclose internal technical information.

Please also note that further repetition of the same claims and requests will not result in different answers being provided.

Your ToS Section 7.3 gives you the right not to disclose the source of information about the connection of funds with criminal activity. That means you do not have to tell me who your partner is or what they reported.

I am not asking about that. I am asking where my funds are. Section 7.3 does not cover the location of customer funds. There is no clause in your Terms of Service that gives you the right to withhold this information from the fund owner.

You are incorrectly interpreting Section 7.3 of the Terms of Service.

Section 7.3 concerns the source of information regarding potential links between funds and illegal activity. As previously explained, we are not obligated to disclose such sources.

The matter you continue raising regarding internal wallet infrastructure, operational addresses, internal transfers, and technical handling processes is a separate issue and is not information disclosed within the framework of this review.

We have already provided all relevant explanations regarding your case. Repeated requests for internal operational data and repeated reinterpretation of the Terms of Service will not change the information that can be provided to you.

In other words, you refuse to provide the wallet address and transaction hash to which you transferred my 150,000 USDC from your hot wallet?

As previously explained multiple times, we do not disclose internal operational wallet data, internal transfers, service infrastructure details, or technical handling processes within the framework of this review.

Your repeated attempts to reinterpret internal service operations as evidence related to your specific case do not change the status of the review or create an obligation for us to disclose confidential internal data.

Further repetition of the same claims and requests will not result in different answers being provided.

A transaction hash is public information. It is not "internal data." A hash serves as the transaction's identifier on the blockchain; it is visible to anyone with access to Etherscan. I am not asking you to disclose a private key, nor am I asking you to reveal the counterparty's name or any algorithms. I am simply asking you to point to a public record on a public blockchain.

As previously explained, we do not disclose internal transfer data or technical operational information related to the service infrastructure within the framework of this review.

The fact that certain blockchain data is publicly visible does not obligate us to provide internal transaction mapping or operational details regarding our infrastructure.

We have already provided all relevant explanations regarding your case.

What TOS clause is the basis for your refusal to provide the public wallet address and transaction hash—where did you transfer the client's funds?

As previously explained multiple times, the information you are requesting regarding internal transfers, wallet infrastructure, and operational processes is not disclosed within the framework of this review.

Your repeated references to Terms of Service clauses do not change the scope of information provided in this case.

All relevant explanations regarding your case have already been provided.

You are misleading everyone.
Documented pattern of contradictory statements and violation of FixedFloat’s declared GDPR compliance

For the record, the pattern of FixedFloat’s statements regarding the status of my funds:

First misleading statement. In email correspondence with me and in your reply to Bestchange, FixedFloat stated that my funds had not been moved from the hot wallet. This statement is contradicted by blockchain evidence: on January 31, 2026, after block 24356400, the hot wallet 0x4E5… — which FixedFloat itself describes as “our main operational address” — held only 178 USDC, while my deposit alone exceeded $150,000.
The funds had clearly been moved by that block.

Second misleading statement. When the first statement became incompatible with verifiable blockchain data, FixedFloat changed its position and introduced a new explanation: that funds are “automatically consolidated to our primary addresses.” This is not a clarification of the first statement — it is a contradiction of it. The two statements cannot both be true. At least one of them was false at the time it was made.

Third position — substitution of categories. Having acknowledged that movement of funds did occur, FixedFloat now refuses to identify the destination addresses or transaction hashes — classifying these as “internal operational data.”

This classification rests on a substitution of categories: the substitution of public information with internal data. A transaction hash is, by definition, a public identifier recorded in the public Ethereum blockchain. It is already published on Etherscan. Information that is already public cannot be reclassified as internal — there is nothing to keep confidential. Furthermore: the association of public transactions with my specific case — which FixedFloat has itself acknowledged in writing as existing in its records (“internal transaction mapping”) — constitutes personal data concerning me. Under Article 15 of the General Data Protection Regulation (GDPR), with which FixedFloat declares full compliance in its Privacy Policy, I have an unconditional right of access to such personal data.

I have been requesting this information for approximately 30 days. The continued refusal — without citation of any specific clause of the Terms of Service authorizing it — is incompatible with FixedFloat’s publicly declared GDPR compliance.
Either the GDPR compliance statement in the Privacy Policy is accurate (in which case Article 15 disclosure must be provided), or the Privacy Policy is itself misleading.
I require, under Article 15 GDPR:
1. The destination addresses and transaction hashes of all transfers of my funds from the hot wallet 0x4E5…
2. The internal classifications, flags, and notations applied to my case in FixedFloat’s records.
3. The identification of all third parties to whom data concerning my case has been transferred, including the “business partners” referenced under clause 7.2 of the Terms of Service.

Best regards,

We have already addressed these assumptions multiple times.

There are no contradictions in the information previously provided to you. Your conclusions are based on incorrect interpretation of publicly visible blockchain data and a misunderstanding of the service’s internal operational processes.

As previously explained, references to public blockchain records do not obligate us to disclose internal transaction mapping, operational infrastructure details, AML records, partner information, or other confidential internal data.

The review is being conducted in accordance with our Terms of Service, AML procedures, and applicable legal obligations.

Further repetition of the same claims and demands will not result in different information being provided.

I have the right to know where you transferred my funds. You have already deceived me once by claiming that you did not transfer the funds anywhere. I am waiting for the transaction hash for the transfer of my funds.

We have already answered this question multiple times.

Your repeated interpretation of public blockchain data does not change the fact that we do not disclose internal operational information, internal transaction mapping, AML records, or other confidential service data within the framework of this review.

Further repetition of the same claims will not result in different information being provided.

Hello Jon Garden,

Your case is currently under review by our security team. Our specialists are carefully analyzing all the details and will thoroughly investigate the situation.

Please be assured that each case is reviewed individually, and a final decision will be made based on the results of this review.

Kindly await a response via email from our security specialists.

Best regards,
FixedFloat team

I have been using your exchange service regularly for a long time, and my partners have always recommended FixedFloat as a reliable and trustworthy exchanger. However, by freezing my 600 USD, you are now forcing me to leave negative feedback about your service on cryptocurrency forums. You have taken my 600$ and I will warn other users.

Please note that leaving public statements or threats does not affect the review process.

Your case is still under review by our security team in accordance with AML procedures.

We kindly ask you to wait for the outcome of the review. You will receive an update via email as soon as there is any progress.

Hello Jon,

The exchange service informed us that your order was suspended for an AML check due to the high risk level of the transaction. According to the service, after you successfully completed the KYC procedure, a refund was issued at your request.

Please confirm whether you have received the funds and if the situation is resolved.

Kind regards, BestChange administration.

They don't want to do anything about this issue in the chat: and I saw that other people are also outraged, but about a different issue.

They claim that they can't do anything in the chat.

Hello Sergey,

According to our Terms of Service:

4.9.3. If a currency other than that specified in the Order is sent to the Service’s address in the same network that was selected when creating the Order, but this currency is NOT supported by the Service, then the request will be processed within thirty (30) days after the request was registered. The user can only request a refund if the amount sent is equivalent to more than twenty (20) USD. To return funds, the User is obliged to pay a commission for sending a return (miner fee), as well as a service commission in the amount of ten (10) USD for making a return of sent funds.

Unfortunately, in your case, the amount sent is below the minimum required for recovery.

Please be careful and ensure that you send exactly the currency and network specified when creating the order.

Best regards,
FixedFloat team.

Ñèñòåìà íå ïðåäóïðåäèëà: ÷òî ÿ îòïðàâèë ñóììó íèæå ëèìèòà è ïðîïóñòèëà ñïîêîéíî: ïðîáëåìà íå ðåøåíà.

The system didn't warn me that I sent an amount below the limit and missed the exchange. The problem hasn't been resolved.

Please note that the Service processes orders strictly based on the parameters specified by the user when creating the request, including the selected currency and network.

In your case, funds were sent in a currency that is not supported by the Service. This is considered an incorrect transfer and is handled in accordance with clause 4.9.3 of the Terms of Service.

The Service is not responsible for incorrectly sent funds. Any recovery in such cases is subject to the conditions outlined in the Terms, including minimum amount requirements and applicable fees.

As previously explained, the amount you sent is below the minimum required for recovery.

At this stage, no further action is possible on our side.

Ïëîõî.

Very bad.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello dear customer,

We apologize for the delay.

At the moment, there is a high workload, and our technical specialists have not yet been able to complete the review of your request. Your case is in the queue and will be reviewed as soon as possible.

Thank you for your patience and understanding.

Best regards,
FixedFloat team

A 'high workload' does not explain a 25-hour delay on a transaction that was promised in 24 hours. The 'review' should have been completed yesterday. You have had the funds for order *** since Tuesday afternoon. Providing a generic apology after a monitor intervenes is not a resolution. I am requesting a specific TXID or a definitive time for the payout now, not another 'as soon as possible' excuse.

Clarification for the Monitor: The exchange has completed the initial order (R***8), but they are still holding the second identical payment I sent to the same address. Support instructed me to create a second order (6***7) to facilitate the manual pairing of these funds, but that remains unpaid. The exchange is currently holding 50% of the total crypto I sent yesterday.

I have now received the second half of the funds. The issue is resolved, but only after a 26-hour delay and formal intervention from the BestChange administration. Thank you to the monitor for the help.

In some cases, due to a high number of orders involving incorrect or duplicate transfers, there may be slight delays in processing requests.

Our specialists are doing everything possible to review all cases as quickly as possible.

We are glad that the issue has now been resolved.

Have a good day.

Best regards,
FixedFloat team

Hello John,

You sent TON without specifying a Memo. This is a direct violation of the exchange rules. Moreover, as you yourself state, you had a similar situation before, meaning you knew for certain that sending this currency without specifying a Memo was a violation.

According to the Terms of Use:

4.10. Sending funds under an Order via a transaction with incorrect parameters

"Sending funds under an Order via a transaction with incorrect parameters. If the Order requires additional parameters when sending a transaction (such as a MEMO, Destination tag, Comment, and others), sending a transaction under the Order without specified parameters or with incorrect parameters may result in the irrevocable loss of the User's funds. If a transaction was sent without specifying the required parameter, the User must notify technical support and provide proof that the transaction was sent directly or initiated by the User. Proof of this proof is an email received from the official Service email address from which the transaction was sent. The email must contain confirmation that the User initiated the transaction. The fee for refunding and restoring funds is 10% of the amount, but cannot be less than ten (10) US dollars. The request will be processed within 14 days of providing all evidence. If the User and/or the Service from which the transaction was sent fails to provide proof within two weeks, we will refund the funds to the address from which the transaction was received, excluding additional parameters (such as MEMO, Destination tag, Comment, and others). FixedFloat reserves the right to refuse the refund without explanation. The User may only request a refund if the amount sent is equivalent to more than ten (10) US dollars."

The refund will be made on March 26th in accordance with the regulations to the address where we received the funds.

Best regards,
FixedFloat team

I have previously conducted exchanges involving pairs where a memo was not required; therefore, I consider it incorrect to claim that I intentionally ignored including it. I would also like to note that in a previous similar case, the refund process took approximately four months.

All necessary evidence regarding the current situation has already been provided to customer support. In this regard, the repeated request for the same information raises concerns that my case has not been properly reviewed.

I kindly ask you to give this matter your careful attention and ensure an objective resolution, including the return of funds within a reasonable timeframe.

Hello John,

Please note that when sending funds for an order, all transfer parameters specified in the order must be followed exactly, including MEMO, Destination Tag, Comment and similar fields where required.

In this case, the funds were sent with incorrect transaction parameters, which is why the exchange could not be processed automatically.

The procedure for such situations is described in Section 4.10 of our Terms of Service. The review period for a refund request is up to 14 days after all required evidence is provided. Our technical specialists always try to process such requests earlier whenever possible; however, we recommend relying on the stated timeframe.

We understand that this may be inconvenient, however careful compliance with the payment instructions allows orders to be processed automatically and without delays.

Best regards,
FixedFloat team.

You stated that the refund would be processed within up to 14 days. A week has already passed. I have provided a screenshot confirming ownership of the wallet, as well as the transaction hash. Could you please clarify what is still being reviewed for such an extended period?

My financial claim will remain open until the funds are returned. I am tired of having to pursue the return of $100.

As previously stated, the review period for such requests is up to 14 days after all required information is provided.

At this stage, the request is still within the specified timeframe, so we kindly ask you to wait until the review period is completed.

Day 8, ff.io still hasn't refunded the $100. Haha, that's funny.

As previously stated, the review period for such requests is up to 14 days after all required information is provided.

Your case is still within this timeframe. Please wait for the specified period.

Day 9: The ff.io team has been processing a single $100 transaction for 9 days. Hahaha, that's hilarious.

Please wait for the specified deadline.

Day 11: The Dosihpor team still hasn't processed my $100 transaction or refunded the money.

Please note that your case is still within the stated review timeframe.

We kindly ask you to wait until the specified deadline.

Additionally; after speaking to a handful of people that have had their funds held by FF, not a single person has experienced a review of this time length, so i hate to say it is beginning to feel like an infinite excuse for FF to hold onto the funds, especially considering I have no way to concentrate the monero has not been moved from FF’s wallets due to the anonymous nature of monero.

Hello dear customer,

We understand your frustration regarding the duration of the review, and we sincerely apologize for the inconvenience caused by the extended waiting time.

Please note that the case remains under active review. The verification process involves additional analysis conducted together with our partners, and unfortunately, not all stages of this procedure depend solely on us. We are continuously following up and doing everything within our authority to move the process forward as quickly as possible.

We would also like to clarify that there is no intention to delay the matter or withhold funds without reason. As soon as the review is completed and a final decision is made, you will be informed immediately.

If required, we are ready to provide more detailed information to the BestChange administration upon their official request.

We appreciate your patience and understanding.

Best regards,
FixedFloat team

Update: it has now been OVER 56 DAYS, in which FF has been holding my 300 monero coins with NO update whatsoever within the whole almost 2 months my funds have been held. this is crazy, after hearing of many cases of funds being frozen solved within 1-2 weeks and nothing of this extent i am left to assume FF has taken advantage of the sensitivity of the situation, with monero being untraceable and the size of the swap, to mismanage my coins… I hope this is not deemed to be the case and there is some development(s)..

Your case is still under review. Some stages of the verification require confirmation from our partners, so the process may take additional time.

We understand that the waiting period is frustrating and appreciate your patience. As soon as there are any updates or a final decision, we will inform you immediately.

A week later there is still no update; bringing the total amount of time my funds have been held to a staggering 63 DAYS. This is unbelievable for an exchange of this level, and I refuse to believe there is any valid reason for this process to take this long. I am very disappointed in FF’s handling of the situation, and I would like to again reiterate that i strongly recommend AGAINST using ff.io for any orders over $10,000 as there is a chance your funds may be frozen for a completely isolated transaction, and be held leaving you out of pocket for a large sum forever it seems.

I am disappointed to see bestchange’s promotion of FF considering orders like this are swept under the rug, with no confirmation regarding the whereabouts of my funds currently. I am also sure there are many others that have been in the same shoes and evntually given up, allowing FF to keep hold of the funds.

Your case is still under review. Some stages of the verification require confirmation from our partners, which may take additional time.

We understand that the waiting period is frustrating and appreciate your patience. Please note that the process is ongoing, and we are continuing to follow up on this case.

As soon as there are any updates or a final decision, you will be informed immediately.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Charle,

We have received information from our partners indicating that the funds associated with your address were obtained by criminal means. Based on this information, the exchange was suspended in accordance with AML procedures.

In order to proceed with either completing the exchange or processing a refund, we must verify that the funds were received by you legitimately.

Please note that your detailed explanation regarding the source of funds was provided only today. All newly submitted materials must now be carefully reviewed and cross-checked, including not only the information you provided but also the related transaction data and partner reports.

We are currently conducting this review. You will be informed once the verification process is completed.

Best regards,
FixedFloat team

Hello,

According to the exchange service, your order has been temporarily suspended because an AML alert (risk signal) was triggered for the incoming funds. This may happen for different reasons. For example, the transfer may be flagged due to potential links to high-risk sources, or because there isn’t enough information to confirm it automatically.

In such cases, the service needs to conduct an additional review of the transfer details before proceeding with the exchange or, if necessary, initiating a refund. We are clarifying the details and the reasons for the suspension specifically in your case.

What we are doing right now:
• we have already contacted the service administration and requested clarification on the current stage of the review and why the order was suspended;
• we are clarifying which actions/data may be required, on what grounds, and the estimated review timeframe;
• we ask the service to keep any requests to the client proportionate to the situation and to avoid excessive requirements.

We are monitoring the matter closely and will keep you informed as updates become available.

As a rule, there are two possible outcomes:
• the exchange is completed if there are no confirmed grounds for restrictions; or
• the exchange service does not proceed with the exchange and refunds the funds in accordance with its rules and applicable AML requirements.

We remain in contact with the exchange service and will support this case until a clear final resolution is reached.

Sincerely, administration of the BestChange exchanger monitor.

Thank you for your continued strict control and mediation on my case (Order ***).
I wanted to update you that FixedFloat has started the three-stage verification process. I have already submitted the required identity document for Stage 2and confirmed my full cooperation. I am ready to proceed with the next stages (including video verification) as requested.
I will keep you informed of any progress or further requirements from FixedFloat. Thank you again for your support and for following up with the exchanger.

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.

I confirm receipt of fundsthanks bestchange.

Hello Rahul,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello dear customer,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat team.

Hello Charles,

Thank you for your feedback and for choosing our exchange service! We aim to provide the best possible experience for our customers, and we look forward to welcoming you back as a valued regular user.

Best regards,
FixedFloat.com team.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Angry Diplomat,

We understand your concern and apologize for the prolonged review.

The situation is complicated by the fact that, according to your statements, the transaction took place during an in-person meeting and no documentary confirmation of this arrangement was provided. This significantly limits the ability to verify the origin of the funds and requires a more detailed and careful analysis of all circumstances.

Not all aspects of this process depend solely on us. We are continuing to review the case in coordination with our partners and are taking all reasonable steps to move it forward. This type of verification may require additional time.

We expect to provide an update in the near future. All relevant information regarding this case can also be provided to the BestChange administration upon their request. Thank you for your patience and understanding.

Best regards,
FixedFloat team.

Dear FixedFloat Team,

Thank you for your response. I acknowledge your explanation; however, several points require formal clarification and correction for the record.

### 1. Alleged “In-Person Transaction”
Your statement that the transaction “took place during an in-person meeting” is not a sufficient basis to justify prolonged retention of funds.

I note the following:
- There is no legal requirement that the origin of cryptocurrency must be supported by third-party documentary confirmation beyond on-chain traceability, unless a specific legal obligation applies.
- The assets in question are fully traceable on-chain, and no allegation of criminal activity has been communicated.
- An in-person exchange, by itself, does not render funds illicit nor unverifiable.

Accordingly, this characterization does not justify an open-ended review lasting more than 40 days.

### 2. Verification Standard and Proportionality
You state that the situation “requires a more detailed and careful analysis.”
At this stage, proportionality becomes decisive.

A review process that:
- has no defined scope,
- no binding timeframe,
- and no clearly stated completion criteria,

is no longer reasonable, regardless of partner involvement.

### 3. Third Parties and “Partners”
I note your repeated references to “partners.”

Please clarify for the record:
- whether any formal legal request (e.g. from law enforcement) exists — to my knowledge, none does;
- whether any regulatory hold or court order has been issued — again, none has been communicated.

Absent such instruments, third-party coordination does not suspend your obligation to either execute the transaction or return the funds.

### 4. BestChange Reference
I welcome your statement that all relevant information can be provided to BestChange administration.
Please note that I have no objection to such disclosure and consider transparency toward BestChange appropriate.

### 5. Required Next Steps
I am prepared to cooperate within reasonable and proportionate limits.

To move forward constructively, please confirm in writing:

1. Whether you are now formally requiring identity verification as the sole remaining step;
2. The exact scope of such verification;
3. A clear and binding timeframe for completion of review and release of funds following verification;
4. Confirmation that, absent a law enforcement order, the funds will be released upon completion.

Without these clarifications, continued delay cannot be considered reasonable.

I trust you understand that after more than 40 days, clarity and finality are now required.

I look forward to your concrete response.

By the Terms of service ( https://ff.io/terms-of-service#terms_section_7 ):
7.1. To make an Exchange in the Service, the User does not have to register or log in to the Service system and provide personal data. However, when the User sends funds that are clearly related to criminal activity, the User's Order may be suspended in order to request details about the origin of the funds sent until the requested information is provided.
7.2. FixedFloat may determine a direct link to criminal activity based on information from business partners, public sources, victim complaints against FixedFloat, and law enforcement requests.
7.3. FixedFloat reserves the right not to disclose the source of information about the connection of funds sent by the User with criminal activity.
By creating an order on our website, you confirm that you have read and agree to the Terms of Service.

Without providing evidence of the honesty of receiving funds, as well as information about all the details of receiving these funds, unfreezing the order and returning funds is not possible.

We offer KYC in order to reduce the risk when unfreezing the order.

We also reported that we will be able to provide your data for communication only at the official request of law enforcement agencies for this transaction.

Unfortunately, we cannot offer anything else in this case.

Please let us know when you are ready to proceed with the KYC procedure.

Please note that your orders are managed by a security specialist who will respond to inquiries via email. Please keep in touch with them.

Dear FixedFloat Team,

I acknowledge your message and your reference to Section 7 of your Terms of Service (§§7.1–7.3).
For the sake of accuracy and legal clarity, the following points must be stated for the record, based on the facts of this case and your own contractual framework.

---

## I. Section 7.1 – Threshold of “Clearly Related to Criminal Activity”

Section 7.1 allows suspension only where funds are clearly related to criminal activity, in order to request details about their origin.

To date:
- No criminal activity has been alleged with specificity;
- No facts have been communicated demonstrating that the funds are clearly criminal in origin;
- No concrete evidentiary deficiencies have been identified.

An order suspension lasting over 40 days, without articulating how the funds meet the threshold of “clearly related to criminal activity,” exceeds the authority granted under §7.1.
A temporary clarification mechanism has been transformed into indefinite retention, which §7.1 does not permit.

---

## II. Section 7.2 – “May Determine” Requires an Actual Determination

Section 7.2 states that FixedFloat may determine a direct link to criminal activity based on information from partners, public sources, victims, or law enforcement.

However:
- You have not confirmed that such a determination has in fact been made;
- No victim complaint has been identified;
- No public-source allegation has been cited;
- You have explicitly confirmed that no law enforcement request exists.

The mere possibility that information could exist does not justify continued retention.
Absent confirmation that a determination under §7.2 has actually occurred, ongoing suspension lacks contractual basis.

---

## III. Section 7.3 – Non-Disclosure of Sources Does Not Eliminate Transparency Obligations

I acknowledge §7.3, which allows FixedFloat not to disclose the source of information.

However, §7.3 does not permit:
- withholding confirmation of whether a criminal-link determination has been made;
- indefinite suspension without defined scope or duration;
- or refusal to state the outcome of the internal assessment.

Non-disclosure of sources does not equate to non-disclosure of process status, conclusions, or timelines.

---

## IV. Burden of Proof and Proportionality Under Your Own Terms

Your assertion that unfreezing is impossible “without providing evidence of honesty and all details” must be interpreted within the limits of §7.

Your Terms do not establish:
- an obligation to prove innocence in the abstract;
- nor an unlimited duty to provide unspecified information absent a stated allegation.

The transactions are fully traceable on-chain, and no concrete gap in verification has been identified.
Continued suspension without specifying what remains unverified is disproportionate under your own contractual framework.

---

## V. Current Contractual Position

Based on the above, FixedFloat is currently acting outside the scope of authority granted by §7 by:

1. Retaining funds without stating that a §7.2 determination has been made;
2. Applying §7.1 without meeting the “clearly related” threshold;
3. Extending a temporary suspension into an indefinite measure;
4. Failing to provide outcome, scope, or timeline.

This constitutes a material deviation from your Terms of Service.

---

## VI. Required Clarification

To realign your actions with §7 of your Terms, please confirm in writing:

1. Whether a formal determination under §7.2 has been made that the funds are linked to criminal activity;
2. If so, whether any external legal instrument (law-enforcement request, hold, or order) exists — you have previously confirmed none does;
3. If not, on what contractual basis continued retention is being maintained.

Absent such clarification, continued suspension has no contractual foundation under your Terms of Service.

---

I look forward to your concrete response.

We have reviewed your statement.

To clarify our position once again: based on information received from our compliance partners, the funds involved in this case are associated with unlawful activity. This constitutes sufficient grounds under Section 7 of our Terms of Service to suspend the order and restrict operations with the assets pending verification.

We are not obliged to disclose internal assessments, partner data, or compliance methodologies. More detailed information may be provided exclusively to competent law enforcement authorities upon an official request.

At this stage, unfreezing the funds is possible only through identity verification (KYC), which has already been offered to you as an alternative resolution mechanism in accordance with our Terms. No other options are available.

If you consider our actions unjustified, you are free to pursue the matter with law enforcement or other competent authorities. We will fully cooperate within the scope of applicable law.

Dear FixedFloat Legal & Compliance Team,

I acknowledge your response and your assertion that, based on information received from your compliance partners, the funds are “associated with unlawful activity.”

For the record, and in light of Section 7 of your Terms of Service, the following points must be stated clearly.

---

## I. Section 7 Requires More Than a Conclusory Assertion

Section 7 of your Terms permits suspension only where funds are clearly related to criminal activity.

Your latest message introduces, for the first time, a conclusory statement that such an association exists. However:

- No concrete allegation has been articulated;
- No category of alleged unlawful activity has been identified;
- No transaction-level explanation has been provided;
- No confirmation has been given that a formal determination, as opposed to a risk signal, has been made.

A bare assertion that funds are “associated with unlawful activity,” without identifying the nature, scope, or basis of that association, does not satisfy the contractual threshold of “clearly related” under Section 7.1.

---

## II. Section 7.3 Does Not Authorize Indefinite Retention Without Due Process

I acknowledge that Section 7.3 allows you not to disclose sources of information.

However, Section 7.3 does not permit:
- indefinite retention of client assets,
- refusal to confirm whether an actual determination has been made,
- or the absence of any defined endpoint to the suspension.

Non-disclosure of sources does not equate to non-disclosure of status, conclusion, or duration.

---

## III. “Partner Information” Is Not a Substitute for Legal Authority

You state that information originates from “compliance partners.”

Please note for the record:
- Partner risk signals do not constitute legal determinations;
- Partner input does not replace law-enforcement authority;
- Partner methodology does not override your contractual limits under Section 7.

You have expressly confirmed that no law enforcement request or order exists.
In the absence of such an external legal instrument, continued retention rests solely on your internal discretion, which is contractually constrained.

---

## IV. KYC Is Presented as an Ultimatum, Not as a Contractual Requirement

Your statement that unfreezing is “possible only through KYC” represents a unilateral escalation, not an obligation clearly set out in Section 7.

Section 7 permits requesting information about the origin of funds.
It does not establish KYC as the exclusive or mandatory condition for release, nor does it allow conversion of a temporary suspension into a permanent hold unless the user submits identity documents.

Presenting KYC as the only option, after more than 40 days, without a binding release commitment, exceeds what your Terms provide.

---

## V. Record of Conduct

For completeness, the following facts are documented:

- Funds have been withheld since 11 December (40+ days);
- No law-enforcement involvement exists;
- No concrete allegation has been specified;
- No clear evidentiary gap has been identified;
- No binding timeline has ever been provided;
- On-chain analysis indicates the assets were not immobile during the claimed suspension period.

These facts will form part of any external review.

---

## VI. Preservation of Rights and Next Steps

I reject the characterization that your current approach is the only option available under your Terms.

At this stage:
- all contractual and factual objections are preserved;
- your reliance on Section 7 is formally disputed;
- and the matter is now suitable for external regulatory, civil, and third-party review, including but not limited to competent authorities and independent platforms.

No waiver of rights is implied or given by this correspondence.

I will proceed accordingly.

Hello,

Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk and marked with Stolen Coins label.

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 ( https://ff.io/en/terms-of-service#terms_section_7 ), 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.

Dear BestChange Administration,

thank you for your response and for updating the case status.

For the sake of accuracy and a fair assessment, I respectfully request specific clarification regarding the “High Risk / Stolen Coins” designation referenced in your message.

### 1. Source and Timing of the “Stolen Coins” Label
Please clarify the following points for the record:

- Who reported or marked the coins as “stolen”?
(e.g. a law enforcement authority, an alleged victim, a third-party AML provider, or the exchange itself)

- When was this label first applied?
(before or after the funds were sent to FixedFloat)

- Whether this label originates from:
— an external AML database,
— a victim report,
— or an internal report submitted by the exchange.

This distinction is material, as different sources carry very different evidentiary weight.

### 2. Absence of Law Enforcement or Victim Claims
To date:
- No law enforcement request, seizure order, or investigation has been disclosed;
- No identified victim claim has been communicated;
- No transaction-level explanation has been provided.

In the absence of such elements, a probabilistic AML risk label alone does not establish factual theft.

### 3. Continuous Independent AML Monitoring
I would also like to note that I have conducted continuous AML and blockchain analyses on the relevant transactions, both before and after the transfer to FixedFloat.

At no point during this period did these analyses indicate that the coins were flagged as “stolen.”
All results have been documented and timestamped.

This raises the legitimate question of when and by whom the “Stolen Coins” label was introduced.

### 4. On-Chain Activity During Alleged Suspension
Additionally, independent blockchain analysis indicates that the assets were moved on-chain during the period they were described as “suspended” or “frozen.”

This inconsistency is relevant to assessing whether the applied AML measures were consistent and proportionate.

### 5. Request to BestChange
In light of the above, I respectfully ask BestChange to consider:

1. Whether the origin and timing of the “Stolen Coins” label have been sufficiently established;
2. Whether the designation may have been applied after receipt by the exchange;
3. Whether prolonged retention based solely on such a label, absent law enforcement involvement, is appropriate.

I appreciate BestChange’s role as an independent monitor and look forward to your clarification.

Kind regards.

So no answer from both sides!
@bestchange admin?
@fixedfloat admin?

whats going on here!

As previously stated, we do not disclose the sources, timing, or methodology of our compliance and risk assessments. Such information can only be provided to authorized law enforcement agencies upon official request.

We have already shared all relevant details of this case with the BestChange administration.

You are just ***.
You never talked about 2 transactions!
And now, you send me a binance Mail Adress.
You are a way too Big mistake to use for the crypto Community.
I‘ll Not stop publishing that you guys are ***.
I already mailed the SEC as also AML Specialist that you are ***.
They marked your coins already at all.

3.rd Party involved and its Not Shared with the Customer.