FixedFloat exchanger

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."

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,

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.

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,

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 R9R4X8 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 (R9R4X8), but they are still holding the second identical payment I sent to the same address. Support instructed me to create a second order (6EEB97) 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.

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.