FixedFloat exchanger

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.

Hello Mycrypto,

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 have received information from partners that the funds at your address were obtained by criminal means. For this reason, the exchange has been suspended. In order to continue the exchange or return the coins, we must verify that the funds were received by you honestly, and also receive all the information from you by mail.

Unfortunately, our specialists have not received any verifiable confirmation of your claims. However, we are confident that they will be able to resolve the situation. Please wait for their response via email.

Best regards,
FixedFloat team.

Update: After a lengthy compliance review and identity verification process, FixedFloat has successfully completed the refund to my original BTC address. The case is now resolved.

Hello Alex,

You created an order for exchange Pol on the Ethereum network, but sent Matic. This is an old token that we unfortunately no longer support for exchange.

In accordance with the 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.

Your funds will be refunded within 30 days. Please wait for the specified deadline.

Best regards,
FixedFloat team.

You don't have to exchange the token, but you are obligated to return it. This shouldn't take 30 days. What's the problem with returning the token? Why wait 30 days?

Our service rules provide a 30-day recovery period if the token you sent is not supported by our exchange service. By placing an order on our website, you confirm that you have read and agree to the Terms of Service. Please allow this timeframe. Our technical specialists strive to fulfill requests sooner, but we recommend following the specified timeframe.

Hello Petr,

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 Nathaniel,

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 Stepan,

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 Exchanger,

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 Yan,

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 Alex,

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 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 Jimmy,

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 Saggi,

We apologize for the delay in updates. Due to the specifics of your case, the review took longer than usual.

Our security specialists will provide you with an update via email shortly, within the day. Please expect an email response.

Best regards,
FixedFloat team.

Hello Brian,

We have received information from partners that the funds at your address were obtained by criminal means. For this reason, the exchange has been suspended. In order to continue the exchange or return the coins, we must verify that the funds were received by you honestly, and also receive all the information from you by mail.

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

Please continue to communicate with our security team via email. We are confident that they will be able to resolve the situation.

Best regards,
FixedFloat team.

Sure. no worry with that.

i bought from a friend XMR with cash and now when i wanted to exchange them i got them on hold.

Your order is being handled by our security team. Please keep in touch with them via email. We're confident they'll be able to resolve the situation.

Pls confirm photo-proof or evidence of your last statement.
tet is not enough. thx.

Text*

In accordance with 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.
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.
By creating an order on our website, you confirm that you have read and agree to the Terms of Service.

Please keep in touch with our security team via email and provide information about the source of your funds in your original order.

Hello Ana-Maria,

We have received information from partners that the funds at your address were obtained by criminal means. For this reason, the exchange has been suspended. In order to continue the exchange or return the coins, we must verify that the funds were received by you honestly.

We are currently in the process of conducting a thorough investigation, as the funds received for your order have been identified by our partners as being connected to unlawful activity. In such cases, it is crucial for us to verify that you are not involved in, or knowingly receiving funds from, any illicit sources.

Unfortunately, our security specialists have not yet received any evidence from you. We cannot rely only on words, we need facts to back them up.

You mentioned that the transaction between you and the sender was discussed through correspondence, but you didn't provide any information about whether you had a business contract or whether there were any invoices confirming receipt of funds for this service. That's why our specialists asked you to provide business correspondence with your client.

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.

Best regards,
FixedFloat team.

I was not asked to provide any business contract or invoice. Invoice can be surely provided to you guys.

What I have to add is that there is no way I can break GDPR rules and provide my customer information.
your reply: https://ibb.co/8L7Vy8Rf

Thank you for your kind reply and I expect an amicably resolution.
Please reply to my most recent mail.

I'm able to offer you everything needed but in a legal matter.

New reply from them: https://ibb.co/zhfpgHJJ

The chat log that you want shared with the customer contains personal information such his Full name and address.

I'm kindly requesting the right to send it as screenshots where I censor his name and address or to delete it from the chat logs. I'm not willing to provide any information about my customer breaking GDPR.

I'm waiting for their decision also willing to share the group link of telegram where i found him.

Our specialists need proof of the legitimate receipt of funds. As you understand, screenshots or altered correspondence cannot serve as such proof.

Please wait for a response from our security team regarding your case. They typically respond within a day, in the order they are processed, depending on their workload. We are confident they will be able to resolve the situation.

Yes, and you are totally right.

I got email now from support asking me to provide screen recording and skip the personal details from the conversation which is good.
new email: https://ibb.co/kV88RLDS

I'm going to provide this right now and hopefully I will get funds released.

Please stay in touch with our security team via email. They are handling your issue. We are confident they will be able to resolve the situation.

I reply right now. Until then keep this review red please so people knows that there are high chances money can be kept. I will not get tired of replying every hour to mails or messages until I get my hard worked money. Give me 1 hour and i reply to mail.

I replied to mail.

Client blocked me after i tried to cooperate with him and asked If I could use his legal name and address from the conversation. So i instantly contacted him from other telegram account with the group forwarding message that trade started. I got the confinrmation from him that we did the trade but he blocked me again with no intention of providing any information.

I worked for the product delivered and those money I received are made from my work and time. There is no intention to use Fixedfloat for illegal scenarios just for a little $500.

He sent the money to the address so I receive USDT SOL instead because is more convenient.

Please note that your order is being handled by our security department. Funds are frozen until full confirmation of the source of these funds is received, in full compliance with the Terms of Service:
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.

Please stay in touch with our security team via email. We are confident they will be able to resolve the situation.

I'm waiting for Email response.

Claim renewed.

Please expect a response via email. Our security specialists will look into the situation.

I replied to the mail. waiting for news.

Fixedfloat new reply: https://ibb.co/VWbL37QX

I'm kindly asking for funds to be process, or guys take a much higher fee of my money so I can get paid for my work. There is no intention to use FF. IO in any non-ethical way for such amounts.

In website landing page is clearly stated this: No registration and no need to share your personal details. We don't hold your funds, all exchanges take place instantly in fully automatic mode.

proof: https://ibb.co/kV0nJbKc

So please work as you guys should.

New reply from FF: https://ibb.co/jkR89vz9

Consider me as the sender because I'm the one who initiated the transaction.

I have reviewed your Terms of Service. While Section 7.7 states that data must be provided by the sender, it does not state that the recipient's funds can be permanently confiscated if the sender is unavailable.

Section 2.27: "We reserve the right to refuse service to anyone for any reason at any time."

Section 11.4: Services are provided on an "AS IS" basis without warranties.

If you cannot process the exchange due to your risk assessment, then refuse the service and refund the funds as per your own terms.

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.

By creating an order on our website, you confirm that you have read and agree to the Terms of Service.

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 [email protected]

Bad experience. New update:

You guys are like robots. A customer would not contact you after he blocked me. You ask the impossible.

Be aware guys and watch the media next days. I will make sure as many people as possible knows that fixedfloat is not non-custodial, lie on their site ("no holds") and they don't respect their TOS, just if it is in their favour.

Please keep this review negative! Because it is.

According to the Terms of service ( https://fixedfloat.com/en/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.

In this case, since you are not the sender of these funds, we cannot accept any data from you. We need to get information from the sender of the funds.

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

By creating an order on our website, you confirm that you have read and agree to the Terms of Service.

Since you are not the owner of the address, we need to get information about the funds at the address from its owner. Unfortunately, we cannot offer any other options, since this is a violation of the exchange rules and the Terms of Service.

Dear FixedFloat Team,

Your application of your Terms of Service is inconsistent and constitutes a breach of our agreement.

You cite Section 7 to suspend the exchange, yet you ignore Section 2.23, which mandates that a "solution" be provided within 24 hours of a compliant transaction. A permanent freeze with impossible conditions is not a "solution" as defined by your own terms; it is a breach of contract.

Your interpretation of Section 7.7 creates an absurdity: you demand action from a third party over whom you have no jurisdiction and I have no control. By making this the only path to resolution, you have constructed a deadlock that serves only to justify the permanent seizure of assets.

This is unacceptable.

Since you have voided the original exchange agreement by failing to provide the service, you no longer have a legal basis to hold the assets. The only remaining remedy is to unwind the transaction.

You are hereby directed to refund the full amount of 0.17294101 ETH to the originating wallet address immediately.

Failure to do so will be treated as a willful act of conversion, and we will proceed with all available legal and public recourse.
I no longer expect to recover the $500. It is clear your business model relies on creating impossible compliance deadlocks to confiscate funds.

This case will now serve as a public warning to others. I will ensure the crypto community sees the stark contrast between your marketing and your actions.

Your landing page promises:

"No registration and no need to share your personal details."

"We don't hold your funds."

"Exchanges take place instantly in fully automatic mode."

Yet your actions show:

You demanded private chat logs.

You have held my funds for weeks.

You created a manual, impossible-to-solve "compliance" loop.

You are not a non-custodial service; you are a trap. This email thread will be posted in its entirety to demonstrate that your public promises are a lie.

We cannot request information about the source of funds for an address that does not belong to you.

The order was stopped because we received information from our partners that the funds received at our address for your order were related to illegal activity.

We are obligated to request full information about the source of funds. We cannot request it from you; we must request it directly from the address owner.

We also provided all the information about this incident to the BestChange administration.

We would like to draw your attention once again to the fact that we cannot offer another solution in this situation, since you were not the one who sent the funds.

Worst service ever used. Never going to use this again. You just lost a valuable customer.

Please keep this review negative as it should.

Also, after how many years I can get my funds? If everything ends good and no legal entity contacts you?

In accordance with the Terms of Service, as well as the generally accepted anti-money laundering policy, the funds will remain frozen until full information about their source is received.

Okay. I'm doing what I can to make my customer contact you.

Please keep the claim active while we fix this. We're still in process and no final decision has been taken yet.

Our security team is awaiting contact from the sender regarding your order. Please await a decision from our security team.

Customer contacted support and is waiting for reply.

Our security team has not received any new emails regarding your order.

Expect response today.

Our security team received an email regarding your order. They responded to it several hours ago. They are currently awaiting information from the sender of funds. They will contact you as soon as the information is provided. Please wait.

Sure. Please keep this claim active. It has not been solved yet!

Please await a decision from our security team. They will contact you as soon as there are any updates regarding your case. We believe that review platforms are not intended for endless discussions of anti-money laundering policy issues.

We have provided all the information regarding your case to the BestChange administration.

Sure. The problem is being resolved. When I wait for you guys hours to reply I do not spam you with message forcing you to reply. It's up to you!

Wait for my customer because he gets all proofs requires. I ask BestChange to not close this claim until a final decision.

I fully cooperate with you guys, so please be patient also on my side as I'm on your guys side which is slow.

If we could do a call or live chat would be easier and faster. But we wait for each other's reply hours.

Their last reply: https://ibb.co/350yRkmp

I highly need BestChange to keep this open to keep other people well documented on how a Fixedfloat hold entire process works step by step until a full resolution.

We are not insisting on deleting the complaint. However, your issue is currently being addressed by our security team. You must await their decision. All information regarding this incident has already been forwarded to BestCheng administration.

Hello Bor is,

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 Mycrypto,

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 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.com team.

Hello Gordey,

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 John,

You violated the exchange rules and sent multiple transactions. Usually, requests for double payments are processed within 24 hours. However, in the case of repeated violations, the processing time may be extended, in accordance with the Terms of Service:
4.13.2. In case of repeated violation of the Exchange Rules, We reserve the right to increase the processing time of the Order up to 2 months, as well as to refuse the User further service.

You sent not 2, but 8 transactions to a single order address. Such requests take longer to process. Your request will be processed within a few days. Please wait for your refund.

Best regards,
FixedFloat team.

Ok, will wait, but claim is not resolved yet.

We do not refuse refunds. Refunds will be processed within the timeframes specified in the Terms of Service.

Please note that we are currently experiencing high load, and processing requests with multiple transactions, even under normal load, takes considerable time.

However, our technical specialists will definitely process your refund. Your funds are safe, don't worry.

Hello Anton,

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 Mary,

Thank you for your message.

We understand your concerns and appreciate your patience. Please be assured that your case remains under review, and we are doing everything we can to ensure it is handled thoroughly and responsibly.

At this stage, we are still working closely with our partners to complete the necessary checks. We will also be happy to provide all information regarding this case to the BestChange administration upon their request.

We will provide you with an update as soon as possible. In the meantime, we appreciate your continued cooperation and understanding.

Best regards,
FixedFloat team.

Hello Denis,

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 Luke,

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 Omar,

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 Angel,

Your order has been stopped because we received information from our partners that the funds sent to our address for your order may be linked to illegal activity. In this case, our security specialist needs to obtain full details of the source of these funds via email.

Please stay in touch with our security team via email.

Best regards,
FixedFloat.com team.

Hello,

Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is associated with illegitimate sources such as DarkMarket. An AML analysis report can be provided upon your request via email.

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

Thank you for your understanding. Should you have any further questions, feel free to reach out to us.

Sincerely, BestChange administration.

Hello Sam,

As we informed you via email, according to the Terms of Service:
5.1.FixedFloat reserves the right to restrict or deny its services in certain countries.
5.2.The use of Service is prohibited to citizens and residents of the United States of America, as well as individuals and entities located in countries on the United Nations Sanctions List. Additionally, any individual or entity that is located in these countries, regardless of their nationality or citizenship, is prohibited from using this service. Any attempt to use this service from a prohibited location is strictly prohibited.
5.3.Use of the Service is prohibited in countries where usage of cryptocurrency or usage of Service is forbidden by applicable law.

By creating an order on our website, you confirm that you have read and agree to the Terms of service.

Unfortunately, there is nothing we can do in this situation, as for legal reasons we do not provide services to Iranian citizens. Moreover, the funds you sent us also belong to a sanctioned exchange, which is also prohibited by the rules:

6.3. It is prohibited to send funds directly related to addresses or contracts that have been sanctioned by any country to the addresses of our service. The User is obliged to ensure that any funds sent to our addresses are not linked to addresses or contracts under sanctions. In case of discovery of such funds, we reserve the right to suspend the provision of services and freeze the funds received. FixedFloat independently determines which sanctions regimes to follow by analyzing and monitoring the legislative requirements established by the following jurisdictions: the United Nations, the EU, USA.

Best regards,
FixedFloat.com team.

According to your own Terms (section 6.3), funds can only be frozen if they are directly linked to sanctioned addresses or contracts. This does not apply to my case. Even if you claim otherwise, “freezing” does not mean permanent confiscation — it means temporary hold until clarification. Without a court order, you have no legal right to withhold my funds instead of refunding them.

I’m still waiting for a REFUND.

You have grossly violated the Terms of Service. Our security department specialists have provided you with all the explanations by email.

We have also provided information regarding this case to the BestChange administration and will be happy to provide them with more detailed information upon their request.

You are interpreting both your own Terms of Service and basic logic to suit your position. With every email, you have presented a different excuse. There is no reasonable basis for freezing funds and demanding an email from law enforcement simply to issue a refund.

Soon enough, you will indeed receive such an email — from the police in the jurisdiction where you actually operate and mistakenly believe you can hide.

Furthermore, you have failed to provide any evidence to support your claim that my personal funds are connected to criminal activity.

Hello Sam,

Following a detailed review of the transaction, we have confirmed that the funds are directly linked to a cryptocurrency exchange operating under Iranian jurisdiction.
According to international AML (Anti-Money Laundering) regulations and FATF recommendations, transactions involving sanctioned jurisdictions — including Iran — must be frozen until an official investigation is completed.

To request an unblocking of funds, please contact your local law enforcement authority. They can issue an official inquiry to the exchange service regarding the release of the frozen assets.

When creating your exchange order, you agreed to the AML policy, which outlines these compliance requirements.

Your financial claim has been moved to *neutral status* and will remain pending until an official request is received from the competent authorities.

We regret the inconvenience caused, but these measures are mandatory under international AML and sanctions-compliance standards.

Kind regards, BestChange administration.

Hello dear customer,

Please contact our specialists by email so that they can double-check the accuracy of the completed rate for your order.

Best regards,
FixedFloat.com team.

I have forwarded the information to [email protected]. I have attached supporting screenshots. Request: please do not close the complaint until the financial claim has been resolved.

The TON exchange rate was very volatile during your exchange.

Our specialists have received your email. Please wait for a response. They are reviewing all the information regarding your case and will respond promptly.

I kindly ask you please do not close the complaint until the financial claim has been resolved. I understand that the exchange rate was changing rapidly. That is why, instead of 569 TON, at the time of FF receiving my USDT, changed at 474 TON.

Our technical specialists are currently reviewing your order. Please be assured that they will contact you immediately once the review is complete.

We apologize for the delay and appreciate your understanding.

I beg the BestChange administration to intervene!

Our technical specialists are currently reviewing your order. Due to extremely high workload, this is taking longer than expected.

We are working to determine with certainty whether the exchange rate difference was caused by market-wide fluctuations or a local issue.

Rest assured, we will respond as soon as we receive a detailed analysis of your order. Thank you for your patience!

Fixedfloat predictably stated, "Everything is correct on our end."

Your order was created during the sharp cryptocurrency market crash on the night of October 11th, when TON charts showed abnormally high volatility. 

The exchange rate in your order was fixed, in accordance with the Terms of Service, within 10 minutes of receiving the required number of payment confirmations for your transaction:
2.6. By choosing the Float rate, you acknowledge and agree that the exchange rates for the Float rate type are approximate and change over time. The service fee and the network fee for consolidating an incoming transaction, as well as for sending a transaction, are already included in the final displayed rate. The exchange rate is set within 10 minutes after your transaction receives the required number of confirmations in the blockchain network.

Unfortunately, we have no way to predict or influence fluctuations in the market value of an exchange pair.

As a result, by the time your transaction was processed, the TON exchange rate had fallen, and the system calculated the payout as 448.4692 TON, which corresponds to the actual market rate for TONat that time. Therefore, your order was executed correctly and in full compliance with the floating rate rules. The difference between the estimated amount and the actual payment is solely due to changes in the TON exchange rate during the market crash.

If you want to lock in a precise amount and avoid the impact of such sudden fluctuations, we recommend selecting the fixed rate option (1%) when placing your order.

You received the cryptocurrency at 00:42 (Saturday, Moscow time), 4 confirmations on the BSC20 network take less than a minute, and the exchange was completed at 2:57. From the explanations, you are violating your own rules. I continue to urge the BestChange administration to intervene and examine the screenshots provided. There are three of them. The second one shows that the amount of TON to be received has been reduced and should be fixated.

0:57. sorry.

As we informed, the exchange rate in your order was fixed, in accordance with the Terms of Service, within 10 minutes of receiving the required number of payment confirmations for your transaction:
2.6. By choosing the Float rate, you acknowledge and agree that the exchange rates for the Float rate type are approximate and change over time. The service fee and the network fee for consolidating an incoming transaction, as well as for sending a transaction, are already included in the final displayed rate. The exchange rate is set within 10 minutes after your transaction receives the required number of confirmations in the blockchain network.

At the time the exchange rate was fixed, within 10 minutes of your payment transaction being confirmed, the market rate for your exchange pair changed. Unfortunately, we cannot control market changes.

Our technical specialists also provided a response regarding this case to the BestChange administration.

Hello dear user,

Our review confirms the order was processed correctly and in full compliance with the service’s rules for floating-rate exchanges. No technical violations by the exchanger were found.

Kind regards, BestChange administration.

Hello Jack Brixton,

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 Review,

Please contact our specialists by email so that they can double-check the accuracy of the completed rate for your order.

Best regards,
FixedFloat.com team.

I wrote to their email and received an automatic reply about the floating rate and the market crash. However, they intentionally delayed the transaction, and I mentioned this in the chat — they replied, “yes, it’s our problem, we apologize, the delay was on our side.”

This is a force majeure on the part of the exchange. I know perfectly well how long a regular exchange usually takes. The transaction was delayed either intentionally or due to other reasons caused by FF.io.

My issue has not been resolved. The only acceptable solution I see is a full reimbursement of the difference representing my losses during the delay.

I can provide any photo or video evidence to the BestChange administration if necessary.

Our technical specialists have received your email and have carefully checked your order.

In accordance with the Terms of Service:
2.6. By choosing the Float rate, you acknowledge and agree that the exchange rates for the Float rate type are approximate and change over time. The service fee and the network fee for consolidating an incoming transaction, as well as for sending a transaction, are already included in the final displayed rate. The exchange rate is finally set within 10 minutes after your transaction receives the required number of confirmations in the blockchain network.

Due to the heavy workload at the time your order was processed, there was indeed a slight delay. However, the exchange rate was fixed, in accordance with the Terms of Service, within 10 minutes of receiving the required number of payment confirmations for your transaction.

Unfortunately, we have no way to predict or influence fluctuations in the market value of an exchange pair.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Amine,

Thank you for your request.

In accordance with the Terms of Service:
4.4. Sending or returning funds by the User to the address of our Service
If the User sent funds or the service returned funds to the FixedFloat address from which they were sent earlier, he must inform technical support about the transaction as a result of which the funds were sent and his address for the return of funds. Technical specialists have the right to demand proof that this transaction was sent on behalf of the User, if this fact is not obvious. Sending a refund to the User's address is carried out within fourteen (14) days after providing all evidence that the transaction was sent or initiated by the User.

Whenever possible, our technical specialists try to process requests as soon as possible. However, the process of restoring funds sent to our main addresses takes time. Therefore, we recommend following the specified timeframes. In any case, the issue will be resolved.

Best regards,
FixedFloat.com team.

I got the E-Mail that i'll get my coins within 14 days so i am waiting right now...

So 6 Days are gone now and i still didnt got anything.

Please expect your refund within 14 days of your first request as you have already been informed.

Yeah but now its 11 Days and i still didnt got anything?
So i'll receive my money within 3 days now or what?

As we've repeatedly informed you, these issues are typically resolved within 14 days. This is also reflected in our Terms of Service. Please allow this timeframe.

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.com team.