Kingex exchanger

Hi Mari!

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 Olena!

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 SpeedoLord!

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!

Hello Tracey,

We do not send unsolicited emails and do not promote our exchange services via email marketing. If you believe you received a message claiming to be from us, please provide the email address in question or contact us directly at support@kingex.io — we will be happy to investigate the matter thoroughly.

Until any evidence is presented, we consider this review an attempt to discredit our exchange service without basis.

Best regards,
Administrator Kingex

Hi Anna!

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 Aleksandr!

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 Marianna!

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 Anton!

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 Vlad!

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 Danyil!

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 Artem!

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 Serg!

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 Ti!

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 Dmytro!

Thank you for your feedback! We are glad that you appreciated our service, and we hope that you were satisfied with the speed of operations, and the rate. If you have any additional questions, we are always happy to help.

Thank you for being with us!

Hi Andrei!

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!

Hello Alexsh,

Your order is under standard KYC procedure.

We kindly remind you that you have read and confirmed your agreement with our rules before creating an order.

Also, pay attention, we have already informed you that online exchanges do not connected to offline offices.

Please provide the materials in full in requested format to resolve the issue as soon as possible. Thanks.

Best regards,
Kingex Admin.

I've sent you the video.

Alexsh, unfortunately, you've sent 4 different videos with different parts of requested data which does not suit the required format. We clearly request one full video with all data to verify the sender. Awaiting your video. Thanks.

Best regards,
Kingex Admin.

I confirmed my data with this video. One big video has a big size.

Alexsh, unfortunately, we cannot accept 4 different parts as one verification video.
As we have already answered you may use the Google Drive for the big size video.

Please provide the materials in full in requested format to resolve the issue as soon as possible. Thanks.

Best regards,
Kingex Admin.

I don't have opportunity. I've confirmed my data.

Alexsh, please take your time.

Awaiting your video. Thanks.

Best regards,
Kingex Admin.

I sent it.

Alexsh, thank you,

Our specialists will provide you with answer as soon as possible.

Best regards,
Kingex Admin.

Order is not completed.

Alexsh, sure. The KYC procedure is being processed.

Please wait. Our specialists will provide you with answer or complete the order as soon as possible.

Best regards,
Kingex Admin.

How long to wait?

Alexsh, there are only 14 minutes passed since we've received your data.

Please wait. Our specialists will provide you with answer or complete the order as soon as possible.

Best regards,
Kingex Admin.

But it passed more than 24 hours after I sent you money. Order isn't completed.

Alexsh, as we said you earlier when the transaction is marked as 'high-risk', we cannot either complete the order, or refund.

Also, we noted multiple times that the delay was only from your side because you have provided the requested data only 18 minutes ago. So there is no 24 hours delay from our side — just your decisions. Thanks.

Please wait. Our specialists will provide you with answer or complete the order as soon as possible.

Best regards,
Kingex Admin.

To mark my transaction as "high-risk" was your decision without any explanation. You can do it for EVERY TRANSACTION.

Alexsh, we do not do it for every transaction. Please do not broadcast your speculations, as they look like attempts to publicly discredit the service and use the claim as leverage.

Full information about the AML/KUC procedures can be found in our rules, which you have read and agreed to BEFORE creating the order. We are truly sorry that you later decided to change your mind, but accepting the rules of the service does not have a retroactive effect. Thank you.

Please wait. Our specialists will provide you with answer or complete the order as soon as possible.

Best regards,
Kingex Admin.

I've read your rules and I didn't violate it. I've confirmed my data.

Alexsh, thank you. Please note that restoration of claim will not affect either the duration of the verification, or its results.

Please wait. Our specialists will provide you with answer or complete the order as soon as possible.

Best regards,
Kingex Admin.

Ok. How much time do you need?

Alexsh, the KYC procedure is passed successfully, and your order was completed. Please await for the funds to be credited.

Thanks.

Best regards,
Kingex Admin.

I didn't receive my usdt.

Alexsh, please check your wallet one more time. USDT was credited 14 minutes ago.

Was your transaction a "high-risk"? Send me a video with your personal data.

Alexsh, dear user, we do not fully understand your attempts to continue to discredit our service with unfounded claims. The delay in fulfilling the request was entirely your fault. Your order was fulfilled within the scheduled time after the materials were received. We no longer bear any financial obligations to you, and your renewal of the claim is a violation of the rules of the monitoring platform, which we ask the Administration of BestChange to pay attention to.

Best regards,
Kingex Admin.

I disagree with you. You wasted my time. Time is money. I pay attention to other users.

I didn't violate the rules.

Alexsh, you wasted your time by yourself. The verification procedure takes 10 minutes to record the video and upload it in the letter, as well as less than an hour for us to check it and complete the order. You've chosen the wasting time.

Now you violate the BestChange rules because your order was successfully completed, you have received your funds, and continue to restore the claim. It is unacceptable.

Best regards,
Kingex Admin.

Hello,

On the ground of information provided by the exchanger, your order is completed.

According to our rules https://www.bestchange.com/faq.html#complaint, a "complaint" type of feedback is allowed on our website if "the client has not received funds from the exchange office, and the due date has already passed" only. In any other case, please use a "comment" type of feedback.

If you have additional questions, please, forward it to the exchanger directly, or contact our support team at support@bestchange.com.

Sincerely, administration of the BestChange exchanger monitor.

Hi Vlad!

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 Ihor!

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 PabloSan!

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 user!

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 Mike!

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 Viktor!

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 Vitalka!

Thank you for your feedback! We are glad that you appreciated our service, and we hope that you were satisfied with the speed of operations, and the rate. If you have any additional questions, we are always happy to help.

Thank you for being with us!

Hi Solt!

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 Mykola!

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 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 Voldemar!

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 Asz!

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 Nikolay!

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 Xi!

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 user!

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 Mariusz!

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 Harsha!

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 Roman!

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 Neylon!

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 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!

Hi Roman!

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 Sviatoslav!

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!

Hello Andrii,

Thank you for your feedback. We understand your concerns and would like to address the situation in detail.

Please note that the funds — 30,259 UAH — were sent to your specified bank account on December 31, 2024. We provided a receipt confirming the transaction, which, as you acknowledged in our support chat, contains your correct details. This confirms that we fulfilled our financial obligations in full.

The issue now lies with your bank, as the transaction has not been credited to your account and has not been returned to our balance. We are actively investigating this matter to ensure its resolution.

Regarding your claims about the tone of communication, we have carefully reviewed the support chat logs. At no point were you threatened. However, our representatives did issue a warning about potentially blocking the chat due to inappropriate language and rude behavior. Our team members are here to assist you, but they are entitled to work in a respectful environment.

We kindly request your patience while we continue to resolve this issue. You will receive additional updates from us as soon as new information becomes available.

Best regards,
Kingex Admin

Thank you for your reply. Unfortunately, your message does not reflect the facts and does not address my main problem.

First of all, I would like to clarify that the funds in the amount of UAH 30,259 have never been deposited into my bank account. I have repeatedly provided sufficient evidence, including a detailed bank account statement, a video recording showing how I received them, as well as a screenshot of my personal account showing all transactions. Despite your claim that the transaction was completed, my bank has confirmed that no such payment was ever received and there is no record of an incomplete or returned transaction.

As for your mention of inappropriate language and potential chat blocking, I strongly disagree with your interpretation. I have always communicated in a professional manner when expressing my frustration over an unresolved issue. Disregarding a legitimate financial issue, vague threats of chat blocking, and failure to offer workable solutions only exacerbates my frustration.

I remind you again:
The claim will be considered resolved only when UAH 30,259 is credited to my bank account or a refund of USDT 730 is made. Until that happens, the matter remains open. I expect swift and meaningful action instead of evading responsibility.

I look forward to your immediate resolution of this issue.

Best regards,
Andrii.

Andrii,

First, regarding your claims about evidence provided: while you have assured us of communication with your bank, please note that no screenshots or formal confirmations of this interaction have been submitted to us. As it stands, we have evidence that the funds — 30,259 UAH — were sent to your specified bank account. This is further corroborated by your acknowledgment that the receipt contains your correct details. Based on this, your order was executed in full and marked as completed, which triggered the notification you received.

Why the funds have not been credited to your account remains unclear. This issue lies beyond our operational control and falls under the jurisdiction of your bank. Nevertheless, we are continuing to investigate the matter on your behalf.

Second, concerning the tone of communication: we do not intend to engage in debates about standards of politeness, as it appears our views differ significantly. Our team has always acted professionally, and any warnings issued were solely in response to maintaining a constructive and respectful dialogue.

Lastly, we would like to emphasize that leaving a negative review does not influence the resolution timeline. Rest assured, we are already making every effort to resolve this issue as quickly as possible.

We will keep you updated as soon as we receive new information.

Best regards,
Kingex Admin

I only provided the evidence you requested. There was no instruction from your side to contact my bank with specific questions, record the conversation, and provide it to you as proof that the funds were not credited to my account. I took the initiative to contact my bank without recording the dialog.

If you require additional evidence, I am willing to provide it to help resolve this issue.

Furthermore, I find it inappropriate that you have marked our dialog as “Claim resolved.” This status should only be updated when the money has been successfully credited to my bank account or a refund has been issued. Until that happens, the proper status should remain as “Claim extended.”

It is clear that the admin is marking the claim as “resolved” merely to maintain a clean review history on BestChange, rather than genuinely addressing the issue. This action does not reflect a true resolution, as the funds have not been received. Manipulating the status in this way undermines trust and demonstrates a lack of commitment to proper customer service and transparency.

Andrii,

We would like to reiterate that we have a payment receipt confirming the successful transfer of funds — 30,259 UAH — to the bank account details you provided. Based on this, we fulfilled our financial obligations, and the order was rightfully marked as completed.

Why your bank denies receiving the funds is beyond our understanding or control. If the funds are returned to our account, we will immediately notify you and work towards a resolution. Until such a scenario occurs, your claim cannot be considered valid, as the payment from our side was executed successfully, and no refund has been processed back to us.

We kindly ask for your patience and understanding in this matter.

Best regards,
Kingex Admin

I fully understand your position and confirm that the receipt you provided shows the payment was sent. However, as the intended recipient, I have also submitted the requested evidence that the funds have not been credited to my account, meaning the transaction remains incomplete.

Administrator of BestChange, kindly respond to this inquiry. Do you consider a claim resolved when a customer has sent funds for an exchange but has not received the exchanged amount or a refund?

Andrii,

Please be informed that the transaction has been fully executed on our side. The payment was successfully sent to the recipient’s account, as confirmed by the receipt we provided. At this point, we have fulfilled all our financial obligations under the terms of the exchange.

Until the funds are returned to our balance (if they are returned at all), we are not obligated to issue a refund or resend the payment. The delay or issue you are experiencing is entirely within the purview of the receiving bank.

We appreciate your understanding.

Best regards,
Kingex Admin

Administrator of BestChange, kindly respond to this inquiry. Do you consider a claim resolved when a customer has sent funds for an exchange but has not received the exchanged amount or a refund?

Andrii, you may address the question directly to the monitoring support.

If we receive the payment refund, we will notify you as soon as possible. Thanks.

Best regards,
Kingex Admin.

To clarify the situation, I would like to inform you that the receipt you provided, allegedly confirming the fulfillment of your part of the deal and the transfer of funds, has been verified through the official government receipt verification service: ***

The verification results indicate that the receipt number provided is invalid, and the transaction does not exist in the system.

Perhaps, with my comment, I am damaging your reputation, but reputation is built on the following principles:
1. Honesty and transparency in operations.
2. Fulfilling obligations to clients.
3. Quickly resolving emerging issues.
4. Monitoring the actions of employees and partners.
5. Respect for clients and their time.

Unfortunately, you are not adhering to these principles. Even if you do not return my money, people need to know the truth about how you operate.

Good afternoon, dear customer,

Please note that the service you provided a link to is not an official government service but a potentially phishing clone. We do not recommend using such services to avoid becoming a victim of actual fraudsters. Meanwhile, the official government service for verifying receipts is available here: https://check.gov.ua. As you can see, this link leads to an official government domain, and the site name corresponds to its purpose.

We process thousands of transactions daily and are well-versed in using receipt checkers. Every single payment is verified to eliminate any unpredictable risks.

After your payment was sent, a receipt was successfully generated and verified. You can independently review the screenshot for signs of editing and ensure that none are present.

Subsequently, your bank rejected the transaction, and naturally, monobank "canceled" the receipt. This is why it is no longer in the registry. You can confirm whether this is possible by contacting monobank's support team. Attached is a screenshot of the result of such a request: https://prnt.sc/JtABRQFCMUjj.

In our extensive experience, which includes hundreds of thousands of transactions, this is only the second instance of such an issue. The first case was nearly identical: a transfer from monobank to PUMB, a rejected transaction, an expired receipt, and a refund. In that case, the funds were returned to our balance within 34 days.

At the moment, we cannot reattempt the payment or issue a refund due to the risk of double spending. As you understand, neither you nor we want to lose funds. However, we assure you — and do so publicly — that you will receive your funds in any case. We have no intention of deceiving you.

As you know, we recently contacted you to request additional confirmation to reach out to the sender's support team again. You provided the requested materials, and we are grateful and continue to work on your case.

We kindly ask for a bit more time before the final resolution, and we will contact you immediately. Additionally, your case is under the administration's control, and if the situation is prolonged beyond a reasonable timeframe based on our experience — till January 31, 2025, you will be offered an alternative solution, ensuring you receive your funds in full.

Please await our message. Also, be sure, we are always online in administration working hours to update you. We also thank you for your efforts and cooperation in resolving this incident.

Best regards,
Kingex Admin

Good afternoon!

In your previously mentioned comment, you stated the date of January 31, 2025, and indicated that you required additional time. However, you also guaranteed that if the situation were to be delayed, an alternative solution ensuring the full refund of my funds would be provided. As of now, no one has contacted me regarding this matter.

I kindly request that you provide an update on the current status of this situation.

Andrii,

Thank you for your patience. We remember your case and want to assure you that it is being processed.

Please expect an update via email by the end of the administrator’s working day, 18:00 (UTC +2).

Best regards,
Kingex Admin

Hello, I confirm that the claim has been resolved. I have received a full refund as well as compensation.

Andrii,

We appreciate your update on the situation and your confirmation that you have received a full refund and compensation.

Best regards,
Kingex Admin

Hi user!

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 Ivan!

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 Ivan!

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 Johannes!

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 Marat!

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 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 user!

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 user!

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,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello dear client,

Thank you for your follow-up feedback from the correct email address.

Please refrain from distorting the facts. Support team specialists always inform clients that all inquiries related to AML checks are handled exclusively by the AML department. However, the AML department is not a support chat and does not respond to all messages from all clients, including emails whose entire content boils down to three question marks, literally: "???". We attach a screenshot for your reference: https://prnt.sc/jf8qk3MpM0l9. The AML department only responds to emails that are reasonable and relevant, such as clarifications regarding materials that need to be provided. It is quite surprising that you demand a proper communication from the AML department after submitting such "substantive" messages.

Additionally, please note that the word "multiple" is a rather exaggerated characterization of the two emails you sent on a non-working day for the AML department. For context, your second email consisted of a single word: "Accepted?" We provide this information as it clearly illustrates the degree to which you have embellished the situation. Now, you have also chosen to contact us outside the working hours of the relevant department.

Please refer to clause 4 of our AML/KYC policy, specifically:

4. To combat and prevent illegal activities, the service has the right to:
— withhold funds until the investigation is completed;
— not disclose information about the methods, progress, and results of the investigation.

Our specialists will contact you if further clarification is required or once we receive the results of the investigation concerning your transaction.

We would also like to highlight another crucial clause of our AML/KYC policy:

5. The AML verification process takes from 1 to 10 business days. However, depending on the complexity of the case investigation and the timing of the client's provision of identity and funds origin documents, it may last for an indefinite period. The client is notified of the completion and results of the investigation via an email sent to the address provided in the order.

Not only does this clause once again specify the circumstances under which the AML department contacts the client, but it also clearly states that AML verification may take longer than 10 business days. As of now, exactly (not "over," as you claim) 10 business days have passed since the funds were blocked. You reviewed and confirmed your full agreement with our rules and AML/KYC policies before submitting the order. We emphasize that you reviewed and confirmed them not once, but at least 14 times — corresponding to the number of orders you submitted via this email address in our service. Considering you previously submitted a claim from an entirely different email address, we estimate that you have reviewed and confirmed your agreement with the rules and policies over 14 times.

The AML/KYC policy is a well-defined document regulating our operations in accordance with international law. Misinterpretation of its terms is not acceptable.

The only status update we can provide is that the verification is in progress. There is no delay, as this process can take an indefinite amount of time and may involve stages whose timelines are beyond the control of our team.

The AML verification will be completed after the full investigation unless additional clarifications are required. Should that be the case, we will contact you immediately.

Please await an email on your registered address. Thank you.

Best regards,
Kingex Admin.

We kindly ask the BestChange Administration to review the provided materials and change the status of the complaint to neutral, and apply the appropriate tag indicating that the review is subject to an AML check.

Thank you for the response. I’d like to address a few points to clarify my position and highlight my concerns.

1. You mentioned that some of my messages were sent during “non-working days.” However:

The AML team contacted me on January 4th, which you now claim was a “non-working day.” Despite this, I promptly replied the same day with all requested documents.
If it was indeed a non-working day, initiating contact with a client and then ignoring their response creates confusion and unnecessary delays.
Additionally, you state that my messages were ignored because of their form (e.g., “Accepted?” and “?”).

This reasoning is unacceptable for several reasons:

A question like “Accepted?” is a clear and direct request for confirmation of whether my documents were received. Ignoring it does not align with standard client communication practices.
My follow-up message with “?” was sent because I had not received any response. This highlights the lack of acknowledgment or communication from your side, which forced me to seek clarification.
Ignoring client inquiries, regardless of their wording, is unprofessional and leaves clients in the dark.

2. You mentioned that the AML verification process can take longer than 10 business days. However:

According to BestChange rules, verification must be completed within 10 business days, or clients must receive updates and justifications for any delays.
It has now been more than 10 business days (and almost 2 weeks total), yet I have received no status updates or explanations for the delay.
This lack of updates violates the transparency and accountability required by BestChange’s standards.

3. The only “proof” provided to me was a screenshot showing that my transaction was flagged for AML review. However:

The screenshot lacks crucial details, such as the platform or exchange that flagged the transaction, making it impossible to verify its authenticity.
Without additional evidence, it’s unclear whether this claim is legitimate or whether my transaction is being mishandled.
I have repeatedly asked for clarification and more information, but no response has been provided.

4. While I understand that AML procedures are necessary, the handling of my case raises significant concerns:

I provided all requested documents immediately on January 4th but received no confirmation of their receipt or acceptance.
Despite over 10 business days passing, I have no updates on the status of the verification.
No timeline or resolution has been communicated, leaving me without any idea of when this will be resolved.
This lack of transparency and accountability makes the situation appear highly unprofessional and questionable.

I kindly request the following:
- Immediate clarification on the current status of my AML verification.
- An explanation for the delay, as the 10-business-day timeframe has been exceeded.
- Verifiable proof that my transaction was flagged for AML review and is still under investigation.

I am raising these points here on BestChange because, as a monitoring platform, it ensures transparency and fairness for clients. I trust that these concerns will be addressed promptly.

Thank you.

Dear client,

We’ve already provided you with all the information. Please kindly await for an email. Thanks.

Best regards,
Kingex Admin.

Thank you for your reply. However, your response does not address the key concerns I’ve raised:

1. It has been over 10 business days since I provided all requested documents on January 4th, yet I have not received any status update or explanation for the delay, which violates BestChange rules.

2. The screenshot you provided does not include verifiable information, such as the name of the platform or source that flagged the transaction, raising doubts about its authenticity.

3. Simply asking me to “await for an email” does not resolve the issue, as I have not received confirmation of my documents, the status of the review, or any justification for the extended delay.

I expect:

A clear status update on the AML verification.
An explanation for why the process has exceeded the 10-business-day timeframe.
Verifiable evidence that my transaction is under review.
While I understand that final results will be sent via email, the lack of updates so far raises serious concerns about transparency. I kindly ask for this information to be provided promptly.

Best regards.

Dear user,

You have received all the answers in the first comment. All additional information can be found in our policies. Thanks.

Best regards,
Kingex Admin.

Dear Kingex Admin,

I see that you continue to repeat the same response in an attempt to close this complaint. However, my concern is simple: I am not disputing your internal AML process but highlighting that your actions violate BestChange rules, which require updates and transparency after 10 business days.

This claim will remain active until a proper resolution is provided and reviewed by BestChange. I kindly ask you to address this according to their policies.

Best regards.

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.

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 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.

Thank you for the clarification. However, my main concern remains unresolved: the lack of transparency and communication from the exchanger. According to BestChange policies, updates and clear timeframes should be provided, even during AML reviews.

I will continue requesting updates until I receive the necessary information about my case. I hope this issue will be resolved transparently and promptly.

Hello, dear customer,

Please provide us with link to the BestChange rules where the terms of AML are indicated.

Best regards,
Kingex Admin

Hi dear customer,

Please confirm the receipt of refund. Thanks.

Best regards,
Kingex Admin.

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 user!

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 Viktor,

Unfortunately, your review is unfounded and untrue. On what basis did you write it? No exchange was made: you created a request for an inactive direction, which, due to a technical tests, was enabled for several minutes and was quickly disabled. You were not given the details, you did not make a payment, did not contact the chat and did not receive a payment.

Attention to the monitoring administration! The review was left with the explicit purpose of discrediting the service.

Best regards,
Kingex Team.

Hi Max!

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 Nick!

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 service, and we hope that you were satisfied with the speed of operations, and the rate. If you have any additional questions, we are always happy to help.

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!