Hi Mrgreed!

Thank you for your feedback regarding our support service and team! We are glad that you appreciated our work. It is important to note that we also offer a favorable exchange rate and ensure fast processing of your transactions. If you have any further questions, we are always ready to help.

Thank you for being with us!

Hello dear customer,

We are, of course, impressed by your talent for creating fake screenshots. We sincerely hope that at least the materials you submitted are genuine.

Best regards,
Kingex Admin

Beg my pardon?

There’s no need to.

Best regards,
Kingex Admin

Hi Yevhenii!

Thank you for your feedback about our cryptocurrency exchange! We are glad that you appreciated our favorable exchange rate. We also take pride in the fast processing speed of orders, and our professional support team is always ready to help if you have any additional questions or need assistance.

Thank you for being with us!

Hello Mohamed,

Please do not mislead our clients or the administration of BestChange. Your funds are not lost; they are temporarily frozen pending AML verification. Once you provide the necessary documents and the verification is completed, your funds will be unfrozen, and the order will be unblocked. You will then be able to proceed with the exchange or receive a full refund, minus the network fees.

Additionally, please note that the first exchange on our website, linked to this email, was made 8 months ago, not more than 2 years ago. We hope you are simply mistaken and not intentionally resorting to false statements.

We recommend that you familiarize yourself with the principles of AML checks from open sources. Even if your previous exchanges did not trigger a block, your address may be flagged as suspicious a minute later, and future deposits may be frozen.

To complete the verification process, you will need to answer standard questions and provide the required materials. We are not asking for anything unusual, nor do we need your personal information beyond what is necessary for verification.

Please note that you voluntarily created an order on our website after reviewing and agreeing to the exchange rules and AML policy. Therefore, we ask you to follow the guidelines outlined in these documents.

We are waiting for the materials to begin the verification process.

Best regards,
Kingex Admin.

Hello,

Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources such as DarkMarket, Sanctions, Enforcement action, or marked with other high-risk labels: https://bc.to/21KEk7

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

The status of your complaint is changed to neutral with the capability of commenting.

Sincerely, administration of the BestChange exchanger monitor.

Ok but they need an evidence on a transaction from 2017 with source of funds where i got the funds and origin of senders funds as well, which is impossible.

I have asked the the Exchanger about the exact information and document I can provide, and if is it enough to give me back my money they say something like 'send the information and we will see'
Dear Kingex, this is not the attitude of someone who wants to fix a conflict
this is exactly someone who wants you to give up on your money

The question now is for BestChange Admin, I have been dealing with you long time and I'm sure of your transparency but how could you still be listing such an Exchanger with a very questionable reviews and all about the AML thing, check other Exchangers they have minimal reviews about the AML, unlike kingex.

I will not risk my documents leakage or usage with such a shady company, take the money for yourself.

Mohamed,

Please read carefully: your money is frozen, and we are not able neither to use them, nor to exchange, or refund. Please also pay attention that you haven’t provided any of requested materials. Unfortunately, our specialists cannot evaluate info without having it. Hope for your understanding.

Best regards,
Kingex Admin.

So funny, some companies aim for a good reputation and other's meant to be always down
I'm sure you know where exactly you are
Go find other victim.

Mohamed,

We would like to clarify that the decision to provide or withhold documents and information for the AML verification process is entirely your responsibility. If you wish to receive your funds, it is essential that you comply with the verification requirements. Refusing to cooperate is your personal choice, and it has direct consequences on the outcome of your transaction.

We urge you to stop making baseless accusations. We follow strict AML and KYC policies, which you explicitly agreed to when creating your order. No one forced you to do so. These policies are in place to protect both you and our platform from any unlawful activities.

If you decide to comply, we will process your request as soon as the necessary documents are provided. If you choose not to, there’s no further action we can take. The responsibility lies solely with you.

Best regards,
Kingex Admin.

Where is my refund?

I've fulfilled all the documents and info you've requested

you've mentioned process takes 1-10 business days to refund my transaction, you've mentioned January 2nd specifically

I have sent you an email, you don't answer

why are you still holding my money?

Mohamed, we remind you that the average consideration period of 10 days is calculated from the date of the last clarification. January 02 was indicated before we sent the last request and received your response on 12/21/2024. Please count 10 business days from this date. They end on 01/07/2025 (since Christmas and New Year are also not business days).

Also, consider that your case is non-standard, because you cannot provide all the necessary confirmations. Our specialists have to make a decision based on the review of the available incomplete data. Please note that you do not understand quite correctly: 10 days is the time to consider your materials, not the return period. And this time can be extended indefinitely in complex cases, which is exactly what your deposit is.

We also remind you that we expected your data for 2 months, although we had every right to delete your order without the possibility of recovery 14 days after creation. Please respect and appreciate our overtime work on your deposit and await notification of the completion of the review.

Best regards,
Kingex Admin.

Which necessary confirmations I couldn.t provide?

I have sent you every document you wanted + video + answering you questions, are you talking about the proof of the origin of the 57$ worth of BTC in 2017? that's ridiculous and impossible

secondly: now you're mentioning AGAIN that I was late to provide my documents, and yes that's true
but before I provide them I have asked you first:
"I'm I still able to provide my documents and provide my money back?"....and here was your answer:

" Hi dear user,

Surely, your funds are still frozen and await you to provide AML and KYC info. Thanks.

Best regards,
Kingex Team."

So I don't understand why every time you need to mention that I was late and you will be "thankfully"
process my case.

Mohamed, you cannot provide any relevant supporting documents to clarify the origin of the high-risk funds.

Your request is under consideration. Further emotional dialogue is inappropriate. We are not a support service. Please wait for a notification in the mail.

Best regards,
Kingex Admin.

Ok I’m waiting…

Mohamed, thanks for your understanding. We will try our best to complete the process ASAP.

Hi Solomia!

Thank you for your feedback! We are glad that you appreciated our service. We always strive to provide our customers with the best cryptocurrency exchange experience. If you have any questions or need assistance, we are always happy to ensure maximum comfort during the exchange!

Thank you for being with us!

Hi Vlad!

Thank you for your feedback regarding our support service and team! We are glad that you appreciated our work. It is important to note that we also offer a favorable exchange rate and ensure fast processing of your transactions. If you have any further questions, we are always ready to help.

Thank you for being with us!

Hi Yevhen!

Thank you very much for your feedback! We are glad that you have appreciated our crypto exchange. A satisfied customer is our main goal. If you have any further questions or need our assistance, please do not hesitate to contact us. We will be happy to help you again!

Thank you for being with us!

Hi Nikita!

Thank you for your feedback! We are glad that you appreciated our service. We always strive to provide our customers with the best cryptocurrency exchange experience. If you have any questions or need assistance, we are always happy to ensure maximum comfort during the exchange!

Thank you for being with us!

Hi Kris!

Thank you for your feedback! We are glad that you appreciated our operational speed. We also want to emphasize that we constantly strive to offer our customers advantageous exchange rates and ensure a high level of security in all our operations. Your trust is extremely important to us! If you have any further questions or need assistance, please don't hesitate to reach out.

Thank you for being with us!

Hi Viktoriia!

Thank you very much for your feedback! We are glad that you have appreciated our crypto exchange. A satisfied customer is our main goal. If you have any further questions or need our assistance, please do not hesitate to contact us. We will be happy to help you again!

Thank you for being with us!

Hi Andy!

Thank you for your feedback regarding our support service and team! We are glad that you appreciated our work. It is important to note that we also offer a favorable exchange rate and ensure fast processing of your transactions. If you have any further questions, we are always ready to help.

Thank you for being with us!

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Serhii,

Thank you for reaching out to us. Please rest assured that your issue is under control, and we are actively working on resolving it.

We would like to draw your attention to the fact that bank support services are bound by strict confidentiality policies and cannot disclose specific transaction details to third parties. Any information they provided is likely to be general and not directly related to this particular case. Banking secrecy remains in place and is respected in all cases.

You have successfully exchanged with us multiple times before and are familiar with our process. We kindly ask for your patience while we await the return of the funds. As soon as the situation is resolved, we will notify you immediately.

Thank you for your understanding.

Best regards,
Kingex Admin

I made exchange a month ago, still didn't receive any money. Account they was used to send money was banned and now its my problem. Thyy didn't want send refund to me. Still isn't answering emails. Monobank told me that there is no "Money is stuck" term, no money was stuck.

I need my money back ASAP, my life now is under risk because of this faulty exchange.

Serhii,

Your exchange was successfully completed 4 days ago, not a month ago as stated. We have not received any confirmation or official documentation regarding the alleged ban of the sender’s account. Kindly share the source of this information, if any. At no point have we refused to communicate with you or asked you to resolve this matter on your own. We have responded to your queries and provided detailed explanations regarding our protocols.

As mentioned earlier, our operations follow strict protocols to ensure compliance and security. Refunds or re-payments can only occur if funds are returned to our balance. This ensures transparency and fairness for all parties involved.

We are shocked by the unsubstantiated accusations and misrepresentations in your review. Such claims not only harm our reputation but also contradict the facts of the case.

Please await further updates as we work on your case. Rest assured, we are committed to resolving the matter in line with our standard procedures.

Best regards,
Kingex Admin

I didn't receive any money, and i give you everything you asked. Bank statement, video of my phone, everything. I made exchange a month ago still no money received. Status of my money is unknown, i don't have any ETA, my life in under risk now because you can't refund or send me money. I exchanged more than 500k $ at Kingex and it's how you do business with your loyal client?

Serhii,

We kindly ask you to refrain from making inaccurate statements about your exchange. According to our records, your order was created 4 days, 15 hours, and 51 minutes ago, not a month ago as you claim. We are unclear why you have misrepresented the timeline in your message.

While we value your loyalty as a returning client, this does not grant the right to make unfounded accusations against our service. As we have explained multiple times, this situation requires patience as we follow the standard procedures to ensure compliance and resolution.

We fully understand the urgency of your concerns and assure you that we are doing everything in our power to resolve the matter as quickly as possible. However, we must adhere to established protocols to maintain security and transparency for all parties involved.

Please await further updates from us. We appreciate your cooperation and understanding.

Best regards,
Kingex Admin

Its been a week now, i still didn't received my money. Exchanger refusing to refund my order and didn't want send me money too. Exchanger isn't answering emails and didn't updating me on status of my order at all. I still don't have any information or ETA of my order.

Serhii,

We understand your concerns and would like to clarify the situation to ensure there are no misunderstandings.

Your order was completed successfully on our end, and the issue you are currently facing did not arise due to any fault on our part. Nevertheless, we are actively working to resolve the matter on your behalf.

We have already informed you multiple times that we will notify you immediately once we receive either an update or a refund related to this case. Until then, we kindly ask for your patience and to refrain from making inaccurate claims about our service.

Additionally, for future exchanges, please ensure the payment details provided are valid and operational to avoid similar issues.

We will continue to keep you updated as soon as we have more information. Thank you for your understanding.

Best regards,
Kingex Admin

Its been a 8 days now, i still didn't received my money. I still didn't received refund or money. Didn't have any information on situation and ETA of my order. It was not first time i didn't received money because of card income limits — but last time it was resolved in a hour — not a week.

9 Days since i send my crypto and didn't received money to my card. I don't have any ETA or updates on status of my order.

Serhii,

If we had clear timeframes for resolving the situation, we would have shared them with you already. We’ve repeatedly asked for your patience while waiting for updates from our side. We deeply regret that you have to wait, but unfortunately, we cannot speed up the resolution process. Please rest assured that we are doing everything possible to resolve this issue as soon as we can.

Thank you for your understanding.

Best regards,
Kingex Admin

It's been 2 weeks since I made exchange. I still didn't received money to my card or refund. Exchanger didn't updating me on ETA of my order, nor updating me on it's status.

20 Days since I made exchange. No money or refund was received. Exchangers Monobank account which was sending money to me was blocked because of limits — and now their problem is my problem. All banking system ETA of money return is long past due, and money suppose to be back. But exchanger can't unblock account, and now its my problem.

26 Days since i made exchange, and my bank returned money to exchanger because of incoming limits on my card. Still i didn't receive any money to other card or refund i needed so badly. I still don't have any information on status of my order or ETA of refund.

Serhii,

We would like to reiterate the information we have already shared multiple times. The service cannot provide a refund for funds that have not yet returned to our balance. Additionally, we would like to emphasize once again that managing NBU account limits is solely the client’s responsibility.

Please rest assured that your situation is under constant monitoring, and as soon as there is any update or resolution, you will be immediately informed. We are just as eager as you are to resolve this matter promptly.

Thank you for your understanding and patience.

Best regards,
Kingex Admin

I don't know i had limits untill funds was received. My bank returned funds to sender — as it supposed to be by bank regulations. Previous time had same problem Kingex asked for other card and send me money there. Why this exchange was handled differently? Why you're exchange system problems is now my probl.

Serhii,

We understand your frustration; however, please note that we are in no position to know the limits of YOUR account. While your bank may have returned the funds to the sender, they have not yet been credited to our balance.

We want to clarify that there are no issues with our exchange system—everything is functioning as intended. Had you monitored the incoming limits on YOUR OWN ACCOUNT, this situation could have been avoided entirely.

We kindly ask for your patience as you await further updates. You are welcome to raise your concerns as often as you wish, but this will not change the current facts of the case.

Thank you for your understanding.

Best regards,
Kingex Admin

I don't have such problems with any other exchangers on bestchange ever. My bank give me official statement that money was send back to sender — so jow its YOUR system problem that it's can send money, but can't receive money back — as your support mentioned before

Do not put solved status on my review — as it's not solved at all.

Serhii,

We want to assure you that we have no intention of engaging in any conflict with you. Our position on this matter has been clearly communicated multiple times.

However, there are undeniable facts that are difficult to dispute. As soon as we receive any updates regarding your case, we will immediately notify you.

We appreciate your patience and understanding.

Best regards,
Kingex Admin

It's been a month since I made exchange. It's maybe sounds ridiculous but still didn't received money to my card or refund. Exchanger didn't updating me on ETA of my order, nor updating me on it's status.

Its madness, how exchanger can take your crypto and didn't send funds or refund for a month without consequences.

Serhii,

We apologize for the inconvenience caused. Kindly await further updates from our team, as they will provide additional information shortly.

We appreciate your patience and understanding.

Best regards,
Kingex Admin

Hello Jeirell M.,

We have checked our records, and there is no client registered with the email address you provided. If you are trying to address an issue related to our services, please ensure you use the email address associated with your order.

If you have further questions, feel free to contact us with the correct details.

Best regards,
Kingex Admin

I have indicated my application number, for bestchange I want to use this mail, or it is forbidden by bestchange rules? you know the application number.

Jeirell M.,

We only communicate with individuals using the email address associated with the order. This is our policy to ensure the security and confidentiality of client data.

We are not obligated to engage with third parties or individuals who are not verified as the original clients.

Best regards,
Kingex Admin

Hi Marat!

Thank you for your feedback about our cryptocurrency exchange! We are glad that you appreciated our favorable exchange rate. We also take pride in the fast processing speed of orders, and our professional support team is always ready to help if you have any additional questions or need assistance.

Thank you for being with us!

Hi Ivan!

Thank you very much for your feedback! We are glad that you have appreciated our crypto exchange. A satisfied customer is our main goal. If you have any further questions or need our assistance, please do not hesitate to contact us. We will be happy to help you again!

Thank you for being with us!

Hi Andy!

Thank you for your feedback! We are glad that you appreciated our operational speed. We also want to emphasize that we constantly strive to offer our customers advantageous exchange rates and ensure a high level of security in all our operations. Your trust is extremely important to us! If you have any further questions or need assistance, please don't hesitate to reach out.

Thank you for being with us!

Hi Bartek!

Thank you for your feedback regarding our support service and team! We are glad that you appreciated our work. It is important to note that we also offer a favorable exchange rate and ensure fast processing of your transactions. If you have any further questions, we are always ready to help.

Thank you for being with us!

Hi Ivan!

Thank you very much for your feedback! We are glad that you have appreciated our crypto exchange. A satisfied customer is our main goal. If you have any further questions or need our assistance, please do not hesitate to contact us. We will be happy to help you again!

Thank you for being with us!

Hi Alex!

Thank you for your feedback! We are glad that you appreciated our work. If you have any additional questions or need assistance, please contact our team. We are always ready to provide quality service!

Thank you for being with us!

Hi Sergiy!

Thank you very much for your feedback! We are glad that you have appreciated our crypto exchange. A satisfied customer is our main goal. If you have any further questions or need our assistance, please do not hesitate to contact us. We will be happy to help you again!

Thank you for being with us!

Hi user!

Thank you for your feedback! We are glad that you appreciated our operational speed. We also want to emphasize that we constantly strive to offer our customers advantageous exchange rates and ensure a high level of security in all our operations. Your trust is extremely important to us! If you have any further questions or need assistance, please don't hesitate to reach out.

Thank you for being with us!

Hi Clok!

Thank you very much for your feedback! We are glad that you have appreciated our crypto exchange. A satisfied customer is our main goal. If you have any further questions or need our assistance, please do not hesitate to contact us. We will be happy to help you again!

Thank you for being with us!

Hi Ali!

Thank you very much for your feedback! We are glad that you have appreciated our crypto exchange. A satisfied customer is our main goal. If you have any further questions or need our assistance, please do not hesitate to contact us. We will be happy to help you again!

Thank you for being with us!

Hi Sophi!

Thank you for your feedback! We are glad that you appreciated our service. We always strive to provide our customers with the best cryptocurrency exchange experience. If you have any questions or need assistance, we are always happy to ensure maximum comfort during the exchange!

Thank you for being with us!

Hi Maria!

Thank you very much for your feedback! We are glad that you have appreciated our crypto exchange. A satisfied customer is our main goal. If you have any further questions or need our assistance, please do not hesitate to contact us. We will be happy to help you again!

Thank you for being with us!

Hi Ivan!

Thank you for your feedback regarding our support service and team! We are glad that you appreciated our work. It is important to note that we also offer a favorable exchange rate and ensure fast processing of your transactions. If you have any further questions, we are always ready to help.

Thank you for being with us!

Hi Serhii!

Thank you for your feedback! We are glad that you appreciated our work. If you have any additional questions or need assistance, please contact our team. We are always ready to provide quality service!

Thank you for being with us!

Hi Oleksiy!

Thank you for your feedback! We are glad that you appreciated our operational speed. We also want to emphasize that we constantly strive to offer our customers advantageous exchange rates and ensure a high level of security in all our operations. Your trust is extremely important to us! If you have any further questions or need assistance, please don't hesitate to reach out.

Thank you for being with us!

Hi Sophie!

Thank you for your feedback about our cryptocurrency exchange! We are glad that you appreciated our favorable exchange rate. We also take pride in the fast processing speed of orders, and our professional support team is always ready to help if you have any additional questions or need assistance.

Thank you for being with us!

Hi Maria!

Thank you for your feedback! We are glad that you appreciated our work. If you have any additional questions or need assistance, please contact our team. We are always ready to provide quality service!

Thank you for being with us!