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Hello Aleksandr,
The bank has marked your transaction as pending, which is why we reached out to you. We've shared the information you provided and are now awaiting their response to move forward.
We assure you we're doing our best to resolve the matter and appreciate your cooperation meanwhile.

Please do not close the claim until the issue is resolved. The money has not been credited to my account yet. Technical support tells me that a third-party bank has frozen the transaction. I believe that if a third-party bank is so slow in resolving issues with customers, then the kryptoswap exchanger should not work with it at all.

Aleksandr,
All details regarding your transfer have been provided to you. Paysera's payment system stopped your transfer due to their AML procedures. Your account may be restricted by their AML system. We are not a bank and use financial institutions for transfers. Paysera will either cancel or proceed with your transfer. A resolution is expected shortly.

You accepted my BTC – everything was fine with that, and you confirmed it. Then, through Paysera, you sent EUR from your account to my account in another bank. Now, please explain: how is Paysera connected to verifying my BTC transaction or my personal bank account? I am not a Paysera client, so they cannot check my bank account! If anything, only my bank can check my personal account. Therefore, Paysera checks YOUR transactions in YOUR Paysera account. What does that have to do with me?

Aleksandr,
As we’ve mentioned in our previous communications, It is not regarding the BTC but the receiving account, we are currently awaiting a response from Paysera regarding the outcome of the transaction. They are in the process of determining whether the amount will be refunded or processed and forwarded to you.

Please note that we have already provided all relevant information and documentation to you via email.
We will keep you updated as soon as we receive any further details from Paysera.

Dear BestChange administration,

You marked my claim as “No financial obligations,” but that is absolutely not the case!
I am not in any way responsible for the fact that the Paysera account used by the Kryptoswap exchanger was subjected to verification when the funds were sent. Moreover, previous reviews show that this is not the first time this has happened! Paysera randomly freezes payments allegedly for verification, and then possibly uses the held funds for trading on exchanges. That is a separate issue, which should not concern me at all, but because Kryptoswap uses Paysera, I am forced to think about it. According to Kryptoswap, my IBAN account, which belongs to another bank, was subjected to verification by Paysera! Where is the logic in that?

Therefore, Kryptoswap does have financial obligations!

To the Kryptoswap administration: I understand that negative reviews interfere with your business, and you keep closing claims every time, but you are simply obliged to resolve this issue as quickly as possible and to send requests to Paysera at least every hour until they finally do something! You have a stated order fulfillment timeframe, but it has already been two weeks!

Aleksandr,

As we previously informed you, we shared a screenshot of the Paysera payment system and their email, which confirms that tranfer to your account is subject to their AML procedures. Also, the transaction is subject to their internal checks.

You have accepted our terms and conditions, including our AML policy, which requires you to provide any necessary documentation if a payment is delayed or flagged.

We understand that the waiting period can be frustrating. However, we are obligated to comply with the payment system’s rules and regulations.

As a result, your payment has been cancelled by the payment system, and we will not attempt to send EUR again to your account through the same or any similar payment system to avoid further delays or AML-related issues.

Please respond to our email so we can refund the amount to you. We are awaiting your response.

Thank you.

After two weeks, my BTC was returned, but a ˆ30 fee was deducted from the amount. In total, because of their “service,” I lost ˆ145.

I would also like to address the baseless accusations against me from KryptoSwap. Instead of taking responsibility, the exchange’s administration began telling me that, according to their rules, they have many rights to withhold my funds. Several times they implied that it was my IBAN account that was being checked.

But let’s look at the facts.

They accepted the BTC, performed their AML check, and found no issues with my BTC address. They confirmed several times that there were no problems with the BTC. This means I do not fall under any of their rules (https://kryptoswap.exchange/aml-policy) that would allow them to withhold my payment.

Next, having found no violations, KryptoSwap sent euros through Paysera from their account to my IBAN (which does not belong to Paysera). Then Paysera froze the transaction in order to conduct their own AML check. The question is: whose account is Paysera actually checking? The answer is: KryptoSwap’s account! Perhaps Paysera suspected KryptoSwap of money laundering? Logically, Paysera cannot check my IBAN account since it belongs to a different bank—that is IMPOSSIBLE. Paysera also cannot check cryptocurrency. Paysera can only check transactions within their own system. This means that the real issue is on KryptoSwap’s side, not mine, as the KryptoSwap administration tried to present.

During the chat with support, the KryptoSwap administration referred me to their rules and said that, according to these rules, they could have withheld an additional 10% from my amount, so I should even be grateful to them.

In the chat, I asked a simple question: “So what did Paysera check in the end? My IBAN or BTC transactions?” To which they replied: “for further information regarding your IBAN you need to contact your provider not us.” Is that a clear answer to my specific question? In other words, they indirectly admitted that Paysera did not conduct any checks on my account. This is simply a payment delay in the personal Paysera account belonging to KryptoSwap.

If KryptoSwap had simply admitted from the very beginning that Paysera’s AML check had nothing to do with me, if they hadn’t suggested—neither here nor in support chat—that I was responsible for the check, if they hadn’t referred to their rules (which they should also read more carefully themselves), and if they had just refunded the amount received (without deducting a fee), I wouldn’t be writing this review now.

I fully understand that KryptoSwap could not influence Paysera, but the KryptoSwap administration has no right to shift responsibility onto customers. I hope you will reconsider your approach to such situations.

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Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Aleksei,

You initially started in Russian, without mentioning a preference for English. So, we don't know what you are talking about...!

Regarding the transfer: your bank rejected the transfer, and we shared the receipt with you, and the funds are being returned to us, but haven’t been credited yet. You've shared your Wise account, and once we receive the funds, we'll transfer them there as agreed.

Please create a new order with your new details and email us or on live chat to complete your order soon once the amount credit into our account successfully.

Best regards,

Well ofc. u know, but i don't really mind, just funny.
regarding the topic — you are responsible for making my money to come! you!
i did my part, you — not, that's the fact
15 days so far and no money, why don't you pay me waiting for the return

just think on not involving suspicious accounts the transactions related could be blocked or delayed
look at another reviews, there are bunch of complains regarding the timing

and another rude thing from you — no regrets, no apologies, just finding excuses

problem is still not solved.

Aleksei,

Actually, we’re here to help you, but the issue cannot be resolved without creating a new order with updated details. As of now, your bank has rejected the transfer. Please create a new order with new details so we can proceed as soon as the transfer is credited to our account.

Thanks

I've created the order and sent it already to the operator in chat

claim is not solved.

> Actually, we’re here to help you

that's nice, where u were before? no updates from the operator (only when i ping), no response by email, no money..

only when i go public u are here to help me:)
well, at least something.

Aleksei,

We previously updated you via live chat, and you seemed to understand and respond positively. Please take a moment to revisit that conversation. In any case, we’ll do our best to expedite the process for you.

Revisit the conversation, since 16.04 i never responded very positively, please stop lying in public, i have all the conversations.

16.04 the agent told me in 2 days u get the money back, well, today is 24.04
i was waiting silently and was very polite, but i think you agree it is not ok for me just to forget about the money

and please stop marking claim as solved, it is not. it depends on you, not me — please send me the money and wait for your return as long as you want, why should i suffer because of the fact you are sending through the suspicious accounts (see the other transfer-delay responds)

Aleksei,
As we previously explained; your bank refused the transaction and it came back to our account as we told you before now we are only waiting for it it be credited and not being held by the bank due to the refuse and refund.
We’ll surely send you as it is credited back as we are always trying our best to avoid these types of issues and we do always provide the best we can.

The claim is nor solved and i don't understand why should i wait
for sure you have another 850ˆ to pay me and do your business with bank, i don't care
17 days so far, not my fault the money you sent got refused.

20 days passed since the exchange, no money yet!

At the end i get my money
claim is now resolved.

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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 completed your order within the estimated timeframe with no initial delays. However, after we had already processed and sent the transaction, you refused to accept it and initiated a refund to our account without first contacting us. The transaction itself had no issues—you simply needed to provide the necessary account information to receive it, as indicated in the screenshot you shared with us.

Once you provided a refund confirmation screenshot, we informed you that we would contact our bank to verify the refund. We also requested that you send the refund details, using the same name, to our email. At this stage, we are confirming that the refunded amount has been received before proceeding further.

While delays are uncommon, they occurred in this case due to the transaction being declined after it was already processed as requested. Please note that we always act in the best interest of our users, but your cooperation is essential, particularly when it comes to refunds, as bank processing times must be accounted for.

Not correct. Before your transfer I have never been requested any document regarding received transfers. After I sent you a screenshot I received any reaction. Said "wait", Ignore. I asked in few hours "so?" — "Wait", ignore. In few hours I asked "Do you wanna a claim ticket on bestchange?" — "Send a refund receipt". I've sent, said it. — Just ignore. Next day. I asked "Yesterday I sent a refund receipt but there is no answer yet" — "We'll get back later". In evening, me: "So?" — "We'll get back soon". Ignore.
Currently I haven't received a refund and nobody contacted with me.

Ask Bestchange Admin to take a part. Exchanger ignores messages and still keeps my money. 3 days have passed.

Hello!,

How is this not correct, and you’ve sent your refund receipt? That means you’ve received the transfer and rejected it when it arrived. We now need time to get a response from the bank's support to credit this refund into our account. Please be patient until the refund is credited, and once that happens, we will send you back the USDT. That’s all.

Best regards,

I declined payment because I've been requested a verification for your transfer, like never before. I refused the payment 3 days ago, refund came to your account a long time ago.

Hello!,

You acknowledge that you refused the payment. The issue is on your side, not ours. Regardless, your refund has been completed.

Best,

Hello Ruslan,
We're truly sorry to hear about your unsatisfactory experience, We strive to provide the best service and ensure every order is processed accurately. Don't hesitate to get in touch with our support team with any details regarding your concern; we’ll gladly assist you.

BTW. They used 3 part to send money. That wasn't marked on BC
Order was USDT — SEPA.

Hello,
We're truly sorry to hear about your unsatisfactory experience.
We understand delays can be frustrating, While we sent your payment within the order's timeframe via SEPA, receiving times can differ. To address this and ensure it's resolved, please connect with us on live chat as we'll assist to make it up for you!

KryptoSwap Team.

11.03.2025
They have not taken any steps to resolve the issue.
Now everyone knows that the price of their reputation is less than 1ˆ.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello!,
If you haven't received it, please contact our support via live chat or email. Your order has been completed!

I didn't get money. Chat on your website not work from both Firefox and Chrome web browsers, so I can't type you in chat on your website.

Hello!
Live chat is working! Anyway, we’ve emailed you please respond so we can resolve the issue if there’s one.

Hello,

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.

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