SimpleSwap exchanger

Hello Andrew,

Thank you for your feedback.

We understand your concerns and would like to clarify that the additional information we requested is not part of an internal policy, but a required step in the enhanced KYC verification process initiated by our third-party compliance provider, following a risk alert associated with your transaction.

Your identity verification via Sumsub was successful, and we appreciate your cooperation. However, in certain cases—particularly those involving higher risk scores or external compliance flags—further source of funds (SOF) documentation is required to complete the review. This is standard procedure across regulated platforms and necessary to ensure compliance with international AML requirements.

We’re not withholding your funds arbitrarily, and we’re committed to resolving your case as soon as we receive the requested documentation. If you have already sent your transaction history, rest assured that our team is reviewing it and will respond shortly.

We appreciate your patience and understanding.

You are telling an outright lie.

The funds I sent to your exchange came to my wallet from Binance in 2021.
There have been no other transactions in this wallet!
There is some incoming spam tokens, but that has nothing to do with me.
The only outgoing transaction is to your exchange.

Are you suspecting Binance? Or yourselves?

Andrew,

Thank you for your comment.

We’d like to clarify that the verification request was not based on assumptions about your identity or the origin of your funds, but on an automated alert from our l compliance system. The wallet address used in the transaction was flagged, which triggered mandatory enhanced due diligence.

This does not imply that you or Binance are under suspicion. However, when a wallet is flagged—regardless of its actual usage history—the compliance protocols require us to pause the transaction and collect additional documentation before proceeding.

We understand your frustration, but these measures are in place to comply with international AML regulations and ensure the safety of all parties involved.

Once the requested information is provided and reviewed, the exchange will continue accordingly.

It’s already the 6th day that this company has been holding my funds without completing the transaction or issuing a refund. They simply do not respond to my support requests. I demand that my issue be resolved immediately.
I kindly ask the BestChange administration not to change the negative status of my review until my issue is resolved.
I also demand proof that my wallet was identified as suspicious by your liquidity provider.

By the way, dear exchange service administration, a check of my address using the tool on https://www.bestchange.com showed that my address does not appear on any blacklists or under any suspicion of suspicious activity. This leads to the conclusion that you have simply stolen my money and are now hiding, ignoring my messages here and my emails.
Here is the screenshot of the verification: https://ibb.co/jPVYkHPj.

Checked all the reviews and saw this website is a total sc am, dont use this website for exchange, there are alot better ones to use, just never use this website anymore. its a total sc am.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Got ignored. @bestchange admin please follow up.

Hello Bb2222,

We want to clarify that all requests are processed strictly in the order they are received, which we communicated to you in the tickets right away.

We will do our best to speed up the process, but your request is still within the timeframe stated in our Terms of Service, which you agreed to when creating the exchange.

Thank you for your understanding and patience!

I still havent recieved my funds yet.

Bb2222, as we have already explained, the refund processing time is 2–5 business days.

Only a few hours have passed since we agreed on the refund.

Thank you for your understanding!

Hello,

Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources such as illegal service.

Expect your refund to be processed according to the rules of the exchanger.

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Mr786, in accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

Your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

How many "months" does your investigation last on average?

Hello,

The exchanger informed us that your exchange was stopped according to the information security rules and the AML policy of the SimpleSwap exchanger.
We understand your frustration. In the meantime, you agreed to the rules and the AML policy of the exchanger when creating the order.

To proceed with your case review, please provide the exchanger with all the information requested and wait for their feedback.
The status of your complaint is changed to neutral with the capability of commenting.

Sincerely, administration of the BestChange exchanger monitor.

Hello Serg, in accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

Your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

I've been waiting for a week or more for the inspection to be completed. It feels like no one is checking anything.

Serg, we'll let you know immediately as we get any news regarding your case.
We highly appreciate your patience and understanding!

Hello Serg,

Unfortunately, according to the analysis carried out by AML, the cryptocurrency you sent is at High Risk or associated with illegitimate sources. In this case, additional verification is required according to information security rules, international AML/KYC policy, and exchange service regulations. You agreed to the exchanger's rules when creating the order.

Please follow the exchanger's instructions to resolve the situation. The complaint will be transferred to neutral status with the possibility of further comment.

Kind regards, BestChange administration.

It's been 3 months since I provided all the information for AML/KYC to this exchange office. Nobody checks anything, they say they are checking. Checking what? Three screenshots? Even if you look at the transactions on the network, everything is clear. *** exchanger.

Hello Serg,

We understand your frustration and acknowledge the time that has passed since the verification process began. However, please note that your case remains under internal review, as it involves compliance with international AML/KYC procedures.
At this time, there is no need for any further action from your side. We will contact you directly once there is a definitive update or resolution.

Thank you for your continued patience.

Hello Sergey,

Thank you for sharing your experience! We’re delighted to hear that despite being new to crypto, the exchange process was smooth and hassle-free for you. We strive to offer a transparent service, and we’re glad you found it profitable with no additional commissions.

We truly appreciate your feedback and hope to assist you again in future exchanges!

Hello Mrbr,

In accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification.

Your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

Hello iCrypto,

In accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification.

Your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

Op, stop is not meaning hold user assets, one days hold, I lost 2k5 from reward.

Wel wel, they still hold my asset more than 300k$, never got any exchange site hold exchange asset if exchange failed, any one pls know any way to report this to lawy or gov.

iCrypto, we'll let you know immediately as we get any news regarding your case.

We highly appreciate your patience and understanding!

Hello Pasquale, in accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

Your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

It’s been under review for 10 days i keep getting the same thing again and again from the live chat person it feels like im being ignored honestly.

Pasquale, we'll let you know immediately as we get any news regarding your case.
We highly appreciate your patience and understanding!

I still haven’t received any update after 3 days and i’ve been waiting now over 2 weeks this is very worrying.

Pasquale, your case is still ongoing.

Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We apologize for the delay in resolving this case.

We appreciate your patience and understanding!

I will wait another 6 days if i don’t receive an update it will then have been over 20 days and i will renew claim instantly.

Pasquale, We understand your concern. Please rest assured that we are actively monitoring your case and will provide an update as soon as possible.

Thank you for your patience and understanding.

Hello Mar,

Thank you for sharing your feedback. We deeply regret to hear about your experience and want to assure you that resolving your issue is a priority for us.

Our team strives to provide prompt and effective customer support, and we sincerely apologize if there were delays or if our communication fell short of your expectations. Please know that we are continuously working to improve our processes to avoid such situations in the future.

Your trust is important to us, and we are committed to ensuring that every customer has a positive experience with SimpleSwap.

Generic reply copy paste template. Didn't even look at it this is what i was dealing with for 4 hours over the chat.

Bestchange admin can I ask where the "Profanities and abusive language" are in my review? The only word you removed is "stolen" (readers compare this to my trustpilot review of simpleswap). It isn't a profanity or abusive language in any way.

The claim isn't solved.

Mar, according to our database, you received an update from our employee in the chat. Please check this information.

I closed the chat already. You think I'm going to waste another 4 hours waiting for someone to reply "checking" 2 hours letter "checking" 1 hour later "checking"

I've taken this case to bestchange for a reason. You can reply here with the update of why you haven't sent my coins. I can present the sending tx ID to bestchange admin upon request to prove I've done my part.

The claim isn't solved stop marking it as solved.

Mar,
According to our database, you also received an update from our support team by the mail.

You can continue the conversation with our security team via email, thank you!

Readers notice how they don't say they've stopped it because of kyc?

the exchange was around $4800 from firo to monero.

You have no reason to ask for kyc or aml.

Monero has no blockchain analytics.

Firo has no blockchain analytics.

My transaction is firo to monero.

Amount was less than $5000 way below the travel rule treshold ($10,000).

I did the transaction from my home internet — no vpn, no mobile connection, no tor.

You have 0 reasoning for doing this and i request a refund.

I won't be completing the kyc as i don't trust your company so refund my money.

@Bestchange admin — please review my case as it is a unique case. I think they are having issues with their exchange and have started selectively *** people. I did many such transactions before 0 issues. Now this all of a sudden. Please examine and advise as i mentioned they have no reasoning for aml or kyc checks, this is a very suspicious situation.

Claim not solved. I will continue clicking renew claim until end of time stop marking it as solved.

Mar,

Dear customer, according to our database you received an update from our support team by the mail and in the live chat.

In accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

To resolve this issue as quickly as possible, please contact our support.

Dear simpleswap admin,

are you impaired or mentally unavailable? i will paste once more

"the exchange was around $4800 from firo to monero.

You have no reason to ask for kyc or aml.

Monero has no blockchain analytics.

Firo has no blockchain analytics.

My transaction is firo to monero.

Amount was less than $5000 way below the travel rule treshold ($10,000).

I did the transaction from my home internet — no vpn, no mobile connection, no tor.

You have 0 reasoning for doing this and i request a refund.

I won't be completing the kyc as i don't trust your company so refund my money."

Same as with user brett and anon on here — guys don't let these *** remove the financial claim.

I will keep clicking this every single day many times a day. Claim not solved.

Mar, Please don't use insults, it won't speed up the process.

In accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

To resolve this issue as quickly as possible, please contact our support.

It wasn't an insult, it was a genuine question.

I explained to you very calmly and logically why there couldn't have been any triggers for AML and KYC.

"if our security system has notified us that the funds may be involved in illegal activities."

See what I mean? You don't read. I asked you PROVE to the WORLD you have a security software that can analyze FIRO or MONERO transactions and then I will gift you even the $5k.

There is no such software in the world. That is why you are *** people. The proof is literally in the coins I had used and their nature — they are privacy coins.

I'm waiting for bestchange admin to step in since you refuse to refund.

Mar,

As we said before, we are not scamming anyone. Also, please read our previous message carefully: we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

Please let us know if you have any additional questions.

Your security system doesn't exist when it comes to Firo and Monero.

No tracking exists for Firo or Monero. This means you are selectively *** people with KYC. I won't comply and provide KYC for such a company who does such deceitful and honestly *** acts.

You're also being deceitful by trying to reply to me and user "anon" to mark our cases as solved. This is deceitful behaviour and you expect me to send my documents to someone like you, the global standard for ethical behaving?

Not resolved.

Mar,

As we said before, we are not scamming anyone. Also, please read our previous message carefully: we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

Please let us know if you have any additional questions.

I'll write this once more and I will paste it every time same as you do to remove the financial claim.

There are no triggers that's why you won't disclose them.

1. Monero has no blockchain analytics.

2. Firo has no blockchain analytics.

3. My transaction is firo to monero.

4. Amount was less than $5000 way below the travel rule treshold ($10,000).

5. I did the transaction from my home internet — no vpn, no mobile connection, no tor.

6. Transaction was completed with a normal internet browser which I use for everything else including my banking.

All of these data points prove there aren't and there couldn't have been any triggers.

If your security was this good why not claim the half million bounty from IRS for tracking Monero?

Maybe instead of exchanger business you should change to providing monitoring software like Chainalysis because clearly you have ground-breaking software! /s

I'm waiting on bestchange admin to intervene, you're just going in circles, others are complaining too clearly something is going on.

Mar, we understand your concerns, but we must reiterate that our security measures are based on a risk-based approach, not solely on blockchain analytics. While Monero and Firo have privacy-focused features, our risk assessment process considers multiple factors beyond just blockchain analysis.

As previously stated, we do not enforce KYC verification for all users. However, depending on the risk level identified during our automated security checks, transactions may be flagged for additional verification. For security reasons, we cannot disclose the exact parameters that trigger these checks, as doing so would compromise the integrity of our system.

Our goal is to ensure compliance with AML regulations while maintaining a smooth experience for our users.

You aren't saying anything new.

Since no blockchain analytics is possible what is left?

My browser, IP and amount.

Amount — less than $5000

IP — home IP

Browser — everyday browser that I have been logging in to my bank for years

I'm not stupid or technically inept, you can't treat people like this and do selective KYC ***. There were no triggers.

If you want to let me know what was the trigger, let me know. If not this will continue until bestchange admin see this case.

And I kindly ask for you to stop marking the claim as solved just so you don't have a red marking on your exchange.

This is serious matter and such tactics are employed by little exchanges, not someone like you (or so I thought!).

We've said what needs to be said, I've challenged your KYC triggers, you didn't provide anything in return. Now lets wait for bestchange admin to rule in this case.

Mar, as previously stated, for security reasons, we cannot disclose the exact parameters that trigger these checks, as doing so would compromise the integrity of our system.

Thank you for your understanding!

Simpleswap, as previously stated, I've challenged the technical parameters of your "security" system. You haven't been able to respond to even one. As anyone can read my case on here they will see there were absolutely 0 reasoning for a KYC. I've listed all technical parameters.

In such case unfortunately it is obvious you, Simpleswap, are doing what is known as a KYC ***. I mean just look at the other reviews on here in past months, clearly something is going on, you were never like this! I can't comment or endorse others on here but reading their replies seem to me you are taking months to approve them even with KYC submitted. Seems very odd.

You failed to show any trigger and I've listed all triggers technically possible (IT is my day job so I know what I'm talking about). That's why I'm alerting others on here because this is really fishy.

Bestchange admin please advise, we're going in circles here.

Thank you for your understanding!

Mar, we understand your frustration and appreciate the opportunity to clarify our position. Our security system is based on a risk-based approach, which includes multiple layers of analysis beyond just blockchain parameters. While we respect your technical expertise, the assessment of transactions is not limited to the factors you have listed.

As we have previously stated, we do not require KYC for all users. However, if a transaction is flagged for additional verification, we must follow our compliance protocols, which are designed to ensure security and regulatory adherence. We understand that this may be inconvenient, but it is a necessary measure to protect both our platform and our users.

Regarding the concerns about processing times, we always strive to complete verifications as quickly as possible. However, each case is unique, and delays can sometimes occur due to the volume of requests or additional checks required by compliance procedures.

We assure you that we are acting in good faith and do not engage in any form of deception. Our team is always available to assist with any concerns, and we are open to resolving any issues directly.

We value transparency and appreciate constructive feedback, but we kindly ask that accusations be made based on facts rather than speculation.

"if a transaction is flagged for additional verification" — all I'm asking is why. I've given you my reasoning of why it would not. It never was an issue before. Now all of a sudden it is. I'm not alone in my assessment of this, many other users are complaining (if they can get on your website that is because it is unavailable most of the time).

You've failed to provide adequate technical reasoning behind this. In your emails to me you also asked to write to "security@" and I did, you responded "wait for a response from them". So again straining along.

It seems you've just picked someone who you thought would be a good victim stupid enough to give you documents and then strain him along for months (reference: your other KYC reviews on bestchange). That's not going to be me. I've given you specific reasoning why my transaction wouldn't have triggered any security systems even beyond blockchain (my home ip, my home browser etc.).

Bestchange admin I plead for you to make a decision on this case.

And before you respond again "we have other parameters" please name 1. One which I haven't mentioned. Because this would mean you have security software which can differentiate between users.

Such a software would make you BILLIONS so please quit the exchange business and offer it to Fortune 500 companies. Everyone is looking for such a revolutionary software to be able to risk assess their customers including companies like Cloudflare.

I look forward to your patent submission and grand unveil, you truly are a modern genius of our time.

Mar, we understand that you are looking for a specific explanation regarding why your transaction was flagged for additional verification. However, as we have stated before, our risk assessment system is based on multiple security parameters, not all of which we can disclose for security reasons.

We do not base our checks solely on blockchain analytics, IP addresses, or browser data. The system evaluates a combination of factors, which not publicly disclosed to prevent circumvention. These measures are in place to comply with AML regulations and protect both our platform and users from potential risks.

We are committed to transparency and fairness, and we stand by our compliance measures, which are aligned with industry standards. If you have any further questions, our team remains available to assist you.

Hello Mar,

The exchanger informed us that your swap was blocked according the informational security rules and the exchanger's regulation.
You agreed to the rules and the AML policy of the exchanger when creating the order: https://simpleswap.io/aml-kyc

Please provide the exchanger with the requested information and wait for the decision.

Kind regards, BestChange administration.

I'm aware of their aml policy.

However as i asked in my initial email to look at my case carefully. Monero or firo (my swap pair) don't have any monitoring they are privacy coins which means the exchanger is performing a selective aml ***. I informed you the swap was under $10,000, i used my own home internet and browser i use to login to my banking even!

its a clear *** look at their reviews it isn't only mine. Why do you support such exchanges? it hurts your reputation and my faith in you bestchange. Until this is resolved i'll be saying to all my friends to stay away not only from simpleswap but bestchange too. I don't know if they're paying you money to keep them on but other reviews are clear of this exchanger. Honestly can't believe it...

Case not solved. Money *** by simpleswap. Io under the guise of the well known aml ***. Beware. Behaviour supported by bestchange. Beware.

Now bestchange admin has changed the status to neutral to hide the fact me and other people got *** by simpleswap. What a *** bestchange has become too... wtf...

Mar, We at SimpleSwap take all issues seriously, especially related to security and compliance.

Regarding the concerns you raised about privacy coins like Monero or Firo, we understand that these coins provide a higher level of privacy and cannot be easily monitored, but we still adhere to strict guidelines regarding exchanges and security. We do our best to ensure all transactions are handled properly within the framework of regulations that affect our operations.

If you feel your transaction was mishandled, please reach out to our support team directly with any relevant information or documentation you may have, and we'll investigate this thoroughly.

If there's anything else you'd like assistance with, feel free to let us know. We're here to help resolve any issues you might have.

> Regarding the concerns you raised about privacy coins like Monero or Firo, we understand that these coins provide a higher level of privacy and cannot be easily monitored, but we still adhere to strict guidelines regarding exchanges and security.

Yet you showed no proof how you "monitored" them. By your own words they can't be monitored. I'm glad at least you're proven on a public site you're employing AML ***. As with other cases you might say "got flagged" but with both Monero and Firo having no KYT, my transaction beneath $5k, using same home wifi (no vpn) and same browser i use for my banking, its clear this is AML ***.

I mean come on look at all the other reviews here and on trustpilot! The only reason they aren't in bright red is because you somehow bribed bestchange administration and corrupted them.

Keep the money, I'll spread the message of your *** everywhere and use my case as example. You've been exposed.

*** — AML ***
Bestchange — assisting AML ***

nice one!

Hello,

Thank you for reaching out and sharing your experience! We truly appreciate your continued engagement and are delighted to hear that you find our service valuable.

Hello dear customer,

That's awesome to hear!

We are glad you had a smooth experience.

If you ever need assistance or have any questions, feel free to reach out. Happy swapping!

Hello Jmgomez,

Unfortunately, your exchange has been suspended at the sending stage due to the maintenance of the XMR coin. Please don't worry - your funds are safe and the exchange process has already been completed. We will be able to complete the payout for your swap once withdrawals are resumed.

We apologize for the inconvenience. If you have any questions, please feel free to ask.

Hello Dmitrijs,

The investigation regarding your case is still ongoing.

Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We apologize for the delay in resolving this case.

We appreciate your patience and understanding!

Will pause claim renewal for 24 hours.

I submitted all KYC and AML documents and they have agreed to refund my money, but my wallet is still empty.

"Thank you for your waiting,

We have reviewed the case and decided to proceed with a refund to the sender's address. Please confirm with are you be able to receive funds to bc1q68e92df454ejxfxdc6csyj4688xuf45p992ahp

The network fee will be deducted from the initial amount for the refund processing.
"

I ask for bestchange admins to intervene, they are not respecting their own terms and conditions.

Dmitrijs, we inform you that the refund has been successfully processed.

We apologize for the delay and inconvenience.

Hello Jacob,

We’re very sorry for the delay and any frustration caused.

As soon as we received your support request, we replied via email with further instructions and details — please kindly check your inbox.

If you haven't received anything, let us know, and we’ll resend it right away. Thank you for your patience!

Jacob, we are glad to inform you that the refund was completed successfully! We apologize for the delay and inconvenience!

Hope to see you again on SimpleSwap!

Hello Abdullah,
As far as you know, the investigation regarding your case is still ongoing.

We understand that it takes a lot of time, however such investigations cannot be completed faster due to a lot of details that need to be verified.
Please don't worry, we'll definitely update you via email as soon as we get any news.

Thank you for your understanding!

I have been waiting for three months and I am sick and need treatment. I explained everything to you. I want my money and you promised me that this problem would be solved two weeks ago and nothing has been solved.

Hi,
 
We’re sorry for the delay you’re experiencing. Rest assured, we are working diligently to resolve the issue. We're closely monitoring your swap and will provide you with updates within a week.
 
Thank you so much for your patience! If you have any further questions or need assistance, please don’t hesitate to reach out.
..............

Abdullah, in the email that you showed, our team notified you that we should get back with the update (not resolve your case completely) within a week.
Unfortunately, we still don't have updates, but as I said before, you will be notified as soon as it happens.

Thank you!

Abdullah, in the email that you showed, our team notified you that we should get back with the update (not resolve your case completely) within a week.
Unfortunately, we still don't have updates, but as I said before, you will be notified as soon as it happens.

Thank you!

sorry, second message was sent by mistake

sorry, second message was sent by mistake

Everything is clear that I am the owner of the real money and that my money is clean. I sent you everything, even a video of the wallet. You were looking for any reason to seize the money, but there is none of this. I am clean. There is no big problem to be investigated. I am not stupid. I hope that all people will take a lesson from my experience and not use this company at all. Leaving my money hanging
This is a bad way and when I ask you when the problem will be solved you don't want to give me any date this shows that you are doing a scam and kyc/aml is clean so u do not have the legal right to seize or hold funds. I will not stop and I will continue to write on all social media sites about my experience and to warn people about your company.

Abdullah,

As far as you know, the investigation regarding your case is still ongoing
We apologize for the delay in resolving this case. Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We appreciate your patience and understanding!

Yes, as usual, the same words and the same response. You are *** There is no other explanation. I hope that people will read and judge that you are *** my money.

Abdullah,
We understand how important this matter is to you and are committed to resolving it as quickly as possible.

Claim is not solved yet....... same words and same response. I have been waiting for three months. I told you that I need money for treatment and I have proven everything to you. I want to know what are you waiting for to refund the money? The results of the investigation are very clear. Everything is real and clear. I don't know why you are delaying the time. I told you that I have a chronic disease and I need treatment. The cost of treatment is high and I cannot pay anymore. I am asking you a request from a human being to a human being. Please find a solution to the problem.

Abdullah, the investigation regarding your case is still ongoing.

Please don't worry, we'll definitely update you as soon as we get any news.

We apologize for the delay.

There is no update yet. The problem has not been solved... I asked them in a humane and urgent manner for a quick solution because I am sick and I need money for treatment, but they do not want to solve the problem and they know that everything is clear. I am really desperate and I do not know what to do. My life has become difficult and my health is deteriorating because of this company.

Abdullah, we'll let you know immediately as we get any news regarding your case.
We highly appreciate your patience and understanding!

The problem was not solved. I waited two weeks and then they asked me the same question, a question that no one can answer. About a transfer from the seller's wallet to another person. They said, why? I don't know if this is a company or a group of ***. I do not advise anyone to deal with this company. They took my money and started to manipulate me. Every time they ask me the same question or a trivial question. I gave them my ID, a video of the wallet, the purchase invoice, and everything, but they are still stalling.

Abdullah, the investigation regarding your case is still ongoing.

Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We apologize for the delay in resolving this case.

We appreciate your patience and understanding!

Unfortunately, there is no solution. You have *** my money without any right.

Abdullah, we ask that you continue to communicate with our team via email.

Your funds are being held for a reason known to you. We also want to inform you again that the investigation is still ongoing.

Thank you for your understanding!

Everything is clear now... You are giving me difficult questions that no one can prove to seize my money.

Now everyone knows and can read and judge that you stole money from someone who needs money for treatment and that you are only looking for money and do not care about customers and this is what will cause your company to collapse and end.

Everyone, I warn you from this company. After I gave them everything, the identity, a video of the wallet, a lot of questions, the invoice, do you know what they asked of me? An impossible request. They said to talk to the office that sold you the currencies and to prove the wallet, even them? What is this?even though it is an official office and an official invoice and clean money. This company steals your money, then asks for impossible conditions that no one accepts, then steals your money. beware, beware.

Abdullah, we've requested the proof that the wallet in question belongs to the company due to a reason that you previously recorded a video with this wallet without any explanation that you're not the owner of the wallet.
So if the wallet belongs to the office that sold you SOL coins, you can easily request and provide the confirmation from their side.
Otherwise, please provide their official response on this matter.
Thank you.

The proof is in the bill. There is my wallet and I received the same amount. Use your mind. It is from a company wallet. This means that the wallet you asked me about is a company wallet.

Abdullah, please provide the official confirmation from this company.
Thank you!

Give me example! What u need exactly?

Please contact our security team for further assistance, BestChange is not the right place where it should be discussed.

Thank you.

U are just trying to *** money with these illogical and irrational requests. Everything is clear. The wallet is a company wallet and you have the invoice to make sure. I cannot ask for other things. I am not a law enforcement agency to force the office to give me proof other than the invoice. All companies in the world consider the invoice as evidence, but you are not even a real company. You are just a *** company. Take the money, but the court is between us and all people will know the truth. You *** my money with an illegal and illogical request.

Abdullah,

Please contact our security team for further assistance, BestChange is not the right place where it should be discussed.

Thank you.

They do not respond to my messages. I have explained everything to them now and everything is clear. The request is illogical and illegal for several reasons that I explained in the email. We hope to overcome this step in order to reach a solution.

Abdullah, as we can see, you received reply from our team 50 minutes ago. Please continue the conversation with our security team and provide the requested information that could confirm that the address in question is owned by a company.
Thank you.

Why don't you understand that the bill has my wallet address which is proof that the other wallet belongs to the office I don't know why you don't want to understand that the bill has my wallet and the money came on the same date as the office wallet Use your brain it's free The office gave me the bill and I can't force them to do more than that. It's not their problem, it's mine. The matter is crystal clear. You have a bill with my wallet address and the amount that reached me is the same. So, in a clear way, this is proof that the wallet is the office wallet. I am not a policeman or a law enforcement agency to force him to do everything or hand me other documents for his company. This is forbidden in my country and this is a violation of all privacy. There is no law that forces him to do this and I am the only victim in this matter.

Abdullah, please contact our security team for further assistance, BestChange is not the right place where it should be discussed.

Thank you.

A smart way to evade the truth I am proud and I am still writing about my problem in the cryptocurrency community even if I lose my money I will be the last and many people will stop dealing with you I will fight to expose your method when I gave you everything you started evading and placing illogical and irrational demands and there is no company in the world that asks what you ask for and this indicates one thing that you want to take the money in any possible way You have very slow support when I submit any document it takes more than two weeks then they ask for the same or similar thing and a lot of evidence that proves the truth of your company which I do not believe is a company that has a headquarters originally and is real.

Abdullah,

Please contact our security team for further assistance, BestChange is not the right place where it should be discussed.

Thank you.

I will send the required information and today we will see the company's credibility.

Done
All the information has been provided to you. Please solve the problem. I am tired of your constant and repeated requests. It has taken more than three months and I need money. I have complicated health conditions and I no longer trust you at all. I am waiting for you to solve the problem today.

I don't delay when you ask me for something please solve my problem today because I want my money I have sent you everything you want so don't tell me to be patient and wait a week or two as usual everything is clear solve the problem today and release my money Don't let your company become like the scam and fake companies I'm still fighting for my money.... I will never stop.

Abdullah, we kindly ask you to continue the conversation with our security team.
Thank you for your understanding!

After giving them all the information and evidence, they said that the source of the money is unknown and that my money is stolen and that the company I bought Solana from is not a real company, but they forgot that their company also does not have a real headquarters or a phone number, but rather it is a company registered only on one of the islands and it is a fictitious company. I do not recommend dealing with them.

Dear user, we requested the necessary information through email.
We kindly ask you to not share any sensitive details here as the investigation is still not completed.

You can continue the conversation with our security team via email, thank you!

Don't trust them they are not going to refund.
They always waste your time and never listen to the customer's explanation.

Abdullah, the investigation regarding your case is still ongoing.

Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We apologize for the delay in resolving this case.

We appreciate your patience and understanding!

Bad and *** company. They *** my money without any right. I do not recommend dealing with them. You will only *** your money.

Abdullah, as you've been notified before, you will get updates via email as soon as we have it.
Thank you for your understanding!

5 month and still my money pending ***

Abdullah, our team will let you know as soon as we get any updates regarding your case.
Thank you!

More 5 month waiting refund I don’t trust in this company anymore please don’t use this company u will losse everything be careful… ***

Abdullah, as you've been notified before, you will get updates via email as soon as we have it.
Thank you for your understanding!

After 7 months now they want me to provide the source of the money I bought the digital currencies from. They are just stalling and do not want to return the money. I do not advise anyone to use this company.u will lose everything.***...........

Abdullah, We kindly ask you to not share any sensitive details here as the investigation is still not completed.

You can continue the conversation with our security team via email, thank you!

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Przemek, we sincerely apologize for the inconvenience and the delay you’ve experienced.

Your exchange was unfortunately affected by an unexpected technical maintenance period that began shortly after the exchange was initiated. Please rest assured that your funds are safe, and our team is actively working on resolving the issue. We will get back to you with an update as soon as the maintenance is completed.

We truly appreciate your patience and understanding during this time, and we’re doing our best to resolve the situation as quickly as possible.

Why is the status set to "claim resolved" when there is still no money? I still have not received an answer as to when I can expect the transfer? Please give specific answers.

After all, the intermediary is already working for you, I made a test transfer and it was exchanged without a problem... However, when I asked when the funds would be available, they wrote that it is not known when, and the new exchange went through without any problems.
Please transfer the funds as soon as possible....!

Przemek, we truly regret the inconvenience and delay you’ve experienced — we understand how frustrating this must be, and we sincerely apologize.

Your exchange was affected by an unexpected technical issue on the side of the liquidity provider assigned to your exchange. While we are doing our best to resolve the situation as quickly as possible, we are currently unable to provide an exact timeframe. Please rest assured that your funds are safe, and we will contact you with an update as soon as one is available.

Regarding your recent test exchange, it was successfully completed because it was routed through a different liquidity provider that is currently operating without issues.

We appreciate your patience and understanding. Our team is actively monitoring your case and will ensure that it is resolved as soon as possible.

Why are you giving a resolved claim when I still don't have the money? If you cared about your clients, you would have resolved the matter without any problem. Admin, please take action on this matter, how long do I have to wait for the money? I don't understand why you can't reach an agreement with the intermediary and resolve the matter with him? It's like theft... the money is safe... with someone else, I don't have it. If the matter is not resolved in the near future, I'm going higher with this.

Przemek, We deeply apologize for the delay in resolving this case. Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We appreciate your patience and understanding!

If the money is returned to me then it will be "claim resolved".

Przemek, our team is actively working on resolving the issue and will provide you with updates as soon as they are available. Thank you for your patience!

We apologize for the delay and inconvenience.

Ok, my money came back to me.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Jandy, we sincerely apologize for the inconvenience and delay.

Please rest assured that our team is actively working on resolving the matter.

We will get back to you with an update as soon as it becomes available. Thank you for your patience and understanding.

17 hours since exchange starts, no updates, no information when it will be fixed. Processed my exchange or issue refund!

Jandy, we completely understand your concern. At the moment, our team is doing everything possible to speed up the resolution process. Please rest assured that we will notify you as soon as there are any updates.

Thank you for your patience and understanding!

Nothing happens, still waiting..22 hours...

Jandy, our team will let you know as soon as we get any updates regarding your case.
Thank you!

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 are actively working on resolving your case. Our team is doing everything possible to speed up the process, and we will provide updates as soon as they become available.

Thank you for your patience and understanding!

I am very dissatisfied with the quality of your services, not only did you accuse me of a suspicious transfer and forced me to go through KYC, you also keep the bitcoins for yourself! I urgently needed USDT, because of you I can't make the payment anymore. I will not deal with your service anymore and I do not recommend it to anyone!

Dear customer,

According to our database, your refund was successfuly completed.
Please check your wallet and your mailbox and let us know if you have any additional questions.

Hello,

Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources such as Sanctions.

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.

In additional info of exchange i put refund btc adress. i dont want to make KYC!

many exchanges before. when it was trouble. hey make return. but now donw want.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Alex, in accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

To resolve this issue as quickly as possible, please contact our support.

Thank you for your understanding.

Hello,

Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources such as DarkMarket.

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.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Anon,

In accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

Your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

With what illegal activity, this money was in the solana steak for 2-3 years, you are just dragging out time.

Anon,

Unfortunately, we need more time to finish your case. Our team is doing its best to speed up the process, and we will update you as soon as possible.

Thank you for your patience and understanding.

More time is 6 months? a year or two, as others write.

And no need to say that the problem is solved, it is not solved, I am not going to wait a year for my money.

Anon, we regret hearing about your frustration and sincerely apologize for the distress this situation has caused. Please understand that we are committed to resolving this issue as quickly as possible.

I've been waiting for the third day after I passed KYC.

Anon, Please rest assured that we take your case seriously, and we will continue working on a solution. If you need further clarification, please reach out to our support team—we're here to help.

I won't contact anyone, I've been ignored for 3 days.

Anon, Our team is doing everything possible to speed up the process, and we will update you as soon as we receive any news.
We truly appreciate your patience and cooperation.

You have a KYC policy, I went through it, you should have already returned my money, why am I waiting for 3 days? Write the exact time of the problem solution.

Anon, the investigation regarding your case is still ongoing.

Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We apologize for the delay in resolving this case

What kind of investigation can there be when the money has been in the stake for 3 years, I have a lot of time, I will constantly open this case.

Anon, our compliance team is working on your case.
We'll notify you as soon as the review is completed or if we need any supplemental information from you.

Thank you for your understanding!

What additional information when you only wanted KYC?

Anon, as we said before, we will notify you as soon as the review is completed or if we need any supplemental information from you.

Thank you for your understanding!

Anon,

Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We appreciate your patience and understanding!

The problem is not solved.

Anon,

We'll do our best to speed up the review process and notify you as soon as we get any updates.

Thank you for your understanding!

I will wait, but the problem is not solved, as soon as it is solved, I will tell.

Anon, don't worry, we will notify you as soon as we get any updates.

Thank you for your understanding!

I will wait, but the problem is not solved, as soon as it is solved, I will tell.

Anon, We'll do our best to speed up the review process and notify you as soon as we get any updates.

I will wait, but the problem is not solved, as soon as it is solved, I will tell.

Hello,

The exchanger informed us that your transaction was blocked on the ground of the information security rules, the international AML/KYC policy https://www.bestchange.com/faq.html#frozen-transaction and the exchanger's regulations ( https://simpleswap.io/aml-kyc ). To proceed with the resolving of the case verification is required.
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.

It's the fifth day after passing KYC and I don't see my money.

Anon, don't worry, we will notify you as soon as we get any updates.

Thank you for your understanding!

It's been 7 days since I passed KYC, do you have people with *** investigating cases?

Anon, we highly appreciate your cooperation and currently, your case is under review.

We'll do our best to speed up the review process and notify you as soon as we get any updates.

Thank you for your understanding!

What can be investigated in 8 days? When there are two transactions on the wallet in 3 years.

Anon, We'll do our best to speed up the review process and notify you as soon as we get any updates.

Just tell me what can be checked for 10 days?

Anon, we sincerely apologize for the delay. We try to speed up the process of reviewing your case as much as possible.

We will be back with updates as soon as they are available.

Thank you for your understanding!

BestChange administration, how long do I have to wait for a solution to my issue? Which has been going on for 11-12 days, what can you check for so many days?

Anon, rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We appreciate your patience and understanding!

Dear user,

Only the exchanger's administration can inform about the verification period. The monitor does not verify the materials you provide.

Sincerely, administration of the BestChange exchanger monitor.

BestChange admin, As you can see, they don't give exact dates, only the word "soon"

Anon, we are actively working on resolving your case. Our team is doing everything possible to speed up the process, and we will provide updates as soon as they become available.

Thank you for your patience and understanding!

Can I know the exact date of the solution to the issue? The answer is soon, it may last a year

@BestChange administration.

Anon, we completely understand your concern. At the moment, our team is doing everything possible to speed up the resolution process. While we cannot provide an exact date, please rest assured that we will notify you as soon as there are any updates.

Thank you for your patience and understanding!

What can be checked for 20 days when the money was lying idle?

Anon, don't worry, we will notify you as soon as we get any updates.

Thank you for your understanding!

It's already April, and yours “soon” dragging on since March.

*** it's already been a month, where's my money?

Anon, we are actively working on resolving your case. Our team is doing everything possible to speed up the process, and we will provide updates as soon as they become available.

Thank you for your patience and understanding!

Hello Denis,

In accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

Your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

Hello Denis,

The exchanger informed us that your swap was blocked according the informational security rules and the exchanger's regulation.
You agreed to the rules and the AML policy of the exchanger when creating the order: https://simpleswap.io/aml-kyc

As you provided requested data several days ago, please wait for a result of the check. The exchanger will contact you as soon as they have updates.

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

Sincerely, administration of the BestChange exchanger monitor.

Send me the AML report. All services show that my Bitcoin has no risks. You have been investigating for almost a year. Provide the report and specific deadlines. Even if for some reason you don't like my Bitcoin, you must return it, not appropriate it. I have provided comprehensive documents.

The financial claim has not been satisfied.

Denis, unfortunately, we can not provide you with an AML report. We will check all the information and get back to you with updates as soon as possible.

Thank you for your understanding!

Okay. Then provide a specific deadline publicly here. You’ve been "checking the information" for more than two days already.

Two weeks.

Three weeks have passed. Nothing is happening. They just *** my money. The BestChange administration is covering for them.

Denis, your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

It's been over a month. The exchange service simply took my money and hasn’t returned anything. I urge the BestChange administration to stop helping them *** people and to reinstate the “financial claim” status on my comment.

Denis, as we said before, your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Mark, following a detailed review of your case, we’ve identified that the deposit was sent using an unsupported network.

Please rest assured that our team is currently working on recovering the funds. These cases require additional manual handling, which is why the process may take longer than usual.

We truly appreciate your understanding and will keep you updated as soon as there’s progress.

I already heard it before, wait and wait. Manual solution takes 10 min to take pkey and transfer one token.

Admin, they still ingoring me.

Solved.

Mark, glad to inform you that the refund was completed successfully! We apologize for the delay and inconvenience!
Hope to see you again on SimpleSwap!

Hello Stephen,

According to the clearly described AML/KYC policy, by creating an exchange on our website, you agreed to undergo verification.

We thank you for your cooperation, but we also want to add that the security system that stops exchanges consists of many factors. It takes time to check all the information and ensure the safety of funds for users and for the service.

All the information you provided to us has been transferred to our compliance team and we are doing everything we can to speed up the review process.

Thank you for your understanding!
We will contact you as soon as we have updates.

The claim has not been resolved and must be open until my funds are returned to me, alas, according to your explanations, it has not been withdrawn or repaid. You don’t mean any time — it scares, not very much with the desire to wait for months. I also ask for a refund.

I will add that the exchange hangs in the status of "Pending deposit" formally you did not accept the funds and did not carry out the reporting — then you did not receive the risk of violating the law. Nothing prevents you from making a refund. I look forward to resolving the issue and returning my funds — the claim will be open for now.

With respect.

Hello Stephen,

We have restored this review you deleted. Please continue communicating in it. The duplicate review will be deleted .

Kind regards, BestChange administration.

Stephen, as we mentioned earlier, your case is currently under review. Our team is actively working on it, and we will provide updates as soon as they become available.

We appreciate your patience and understanding during this process. Please rest assured that we are doing everything possible to resolve your case as quickly as possible.

The claim has not been resolved at all since the funds are with you, I appreciate your time and your speed of work, but the funds are blocked and are with you, I will repeat the claim will be open until the issue is completely resolved.

BestChange admin, Thank you for your participation and support.!

Stephen, as you've been notified before, you will get updates via email as soon as we have it.
Thank you for your understanding!

The claim has not been resolved, the funds you did not return to me, I will not be able to close it until the issue is resolved. There will be positive updates to the deadlines or refunds, I will gladly close it, shake your hand and will change from you further. But at the moment my question has not been resolved and has not moved.

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.

You can view the results of the audit at the following link: https://getblock.net/en/report-preview/741ec1f2-e56a-3d0c-a940-9b7b84100fcf

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.

Stephen, our team will let you know as soon as we get any updates regarding your case.
Thank you!

BestChange admin I went through the AML / KYC procedure, the data provided, the service representative confirmed this point. I do not argue with the policy of the exchanger, I do not understand why they cannot indicate how long they will need. At the moment, I work with lawyers in London to parallele this issue, I am a law-abiding citizen, I passed the verification and provided documents at their request.

Stephen, our team will let you know as soon as we get any updates regarding your case.
Thank you!

I want to move on and not wait for years of response from you.....

And again, nothing happens, no deadlines, no answers, 50000 $ hostage.

Stephen, as you've been notified before, you will get updates via email as soon as we have it.
Thank you for your understanding!

I duplicate here — verification passed, the exchanger disclosed the sources of receipt of funds — I wait for a return (the message is awakened from dialogue with the exchanger)

Stephen, our team will let you know as soon as we get any updates regarding your case.
Thank you!

All documents are transferred, all funds are justified — after completion of the incident with the exchanger.

Stephen, our team will let you know as soon as we get any updates regarding your case.
Thank you!

Dear BestChange admin, I need your help in this dispute, as the exchanger deliberately puts the framework so that would not give me the money, although I confirmed everything. By what post can I contact you and explain the details?

All procedures passed, all confirmed — awaiting refund.

Hello Vladimir,

Unfortunately, your exchange has been suspended at the sending stage due to the maintenance of the coin.

We sincerely apologize for the inconvenience caused by the temporary suspension of your withdrawals. We completely understand your frustration and appreciate your patience during this maintenance period.

Please rest assured that your funds are safe, and your exchange has already been processed. As soon as withdrawals are resumed, we will complete the payout for your swap without any further delay.

We highly value your trust and are always here to assist you. If you have any additional questions or concerns, please don’t hesitate to reach out to our support team.

Thank you for your understanding.

2 days have passed, my coins have not been returned! I asked for a refund, but they did not return it either! This exchange office is deceiving people!

Vladimir, we understand your concerns and sincerely apologize for any inconvenience caused. Our team has already sent you an email regarding the resolution of your issue.

To proceed further and resolve the situation as quickly as possible, please check your inbox and reply to our latest email.

Vladimir,

We are pleased to inform you that the exchange has been successfully completed!

You can track the transaction here: https://tronscan.org/#/transaction/f932ba3f1570cb94214413c9a418f70f06aa5ca9164c18fdf296d231d4b625c2

Thank you for your trust!

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.

Brad informs me 7 hours for them to press one button to process the swap? lol never using this garbage again.

Hello Brett, we understand your concern and sincerely apologize for the delay. Unfortunately, your exchange is currently stuck at the confirming stage. Our team is actively working on resolving this issue, and we will update you as soon as the exchange is completed.

Thank you for your patience and understanding.

I'm not an idiot, i've experienced this issue before. All they have to do is send me the amount i swapped for at current market rate and manually process the swap. It's because it expected 200 usdc and 125 usdc was sent so the expected amount of bitcoin is higher than what it should be for the swap. Just manually process it and send it. Why should i wait 7 f_cking hours.

I've used this service hundreds of times, but I assure you this will be the final time.. it's my fault for being lazy and not keeping eth for gas fees so I stupidly use this "service". You have one job, swap coins, and even that seems to be hard for you to do.

Brett, we understand your frustration, but our team is already working on your case, and we will update you as soon as it is completed.

We kindly ask for your patience while we finalize the process.

It's clear that "brad" is simpleswap admin on bestchange. And as soon as he saw that I posted this review here, and mentioned his 'name' he then informed me via live chat that my ETA to resolve this will be 7 hours. Pathetic way to treat customers because I came here to post about it.

Yeah. I hope so.

Brett, we assure you that all exchanges are processed according to standard procedures, and no case is delayed or prioritized based on reviews. Your swap is currently being handled by our team, and we will provide updates as soon as it is completed.

We appreciate your patience and understanding.

Literally takes seconds to resolve this lol.

Brett, all cases are considered on a first-come, first-served basis.

We will provide you with the transaction hash as soon as the exchange is completed.

Thank you for your understanding!

Thanks.

Let me guess, now it's stuck on "sending"? -_-

You guys are literally f*cked lol now it's stuck on "sending" hahahah you guys are clowns legit. Just keep the usdc, scamming pricks.

Legit pathetic childish "company" lol way to lose customers. No wonder you guys get so much bs spoken about you.

This company is officially scamming me now by claiming to be "sending" my coins but the swap is not completed, out of hundreds of previous swaps, it does not take this long once the swap is at the sending stage.

Brett, the exchange is already finished - check your wallet history.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Alex,

We sincerely apologize for the inconvenience caused by this situation. It appears that the funds were sent without the required Jetton notification, which may have led to the delay. Our team is thoroughly investigating this issue to ensure a fair and accurate resolution.

We completely understand how frustrating this must be, and we are committed to keeping you updated on the progress. Rest assured, once we have further information, we will reach out to you immediately. Your patience and understanding during this time mean a lot to us, and we are truly sorry for any inconvenience this has caused

The claim has not been resolved. ***have still not returned my money.

Alex, As we said before, we will do our best to speed up your case and get back to you with updates as soon as possible.

The claim has not been resolved. *** still have not returned my money to me.

Alex, hast to inform you that your refund was successfuly completed.
Please check your wallet history carefully and let us know if you have any additional questions.

We will be glad to see you again on SimpleSwap!

Hello Brett,

We deeply apologize for the delay in resolving this case. Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time.

We appreciate your patience and understanding!

Thanks for quick responses. It’s an easy fix. I sent more than the initial swap was started for so the BTC amount expected was far different than what it was expecting. Please send at current market rate for the amount I overspent. $315 usdt.

Brett, please contact with our support team in the live chat or by the mail. We need a confirmation from you.

Thank you in advance and looking forward to your reply.

Hello Evgeniy,

Thank you for finding the opportunity to leave positive feedback. We really appreciate it.

We will be happy to see you again on our service.

Hello Aleksandr Fedorov!

Thank you for your feedback!

We're thrilled to hear that you had a nice experience using our platform. We're committed to making crypto swaps easy and hassle-free for our users. If you ever need assistance, don't hesitate to reach out.

Hello Oleg,

First of all, your funds are safe. According to our database, you need to send some SOL to your wallet, as the amount in the exchange is small and insufficient to keep the address valid on the SOL network. After that, we will be able to complete the exchange.

Please let us know if you have any additional questions.

Im sorry, for a bad reviev. I have sent a some SOL, and i think, you can now send the SOL.

Oleg,

Thank you for your answer,

We will forward this information to the team and get back to you with updates as soon as we will have them.

Oleg, According to our database, your exchange was successful completed.
Please check your wallet and let us know if you have any additional questions.

Yes, all is good.

I ask the bestchange administration to pay attention, since the deadlines were too long, and that's two days, I think it's not normal, let them announce some time limits or provide information, but 60 days is literally abnormal, with 0 information from them, I'm ready to cooperate and did it right away. and they just spit in my face.

Hello, as far as you know, the investigation regarding your case is still ongoing.

We understand that it takes a lot of time, however, such investigations cannot be completed faster due to a lot of details that need to be verified.
Please don't worry, we'll definitely update you via email as soon as we get any news.

Thank you for your understanding!

You've been responding to me with scripts for 60 days and you haven't given me any information at all, that is, 60 days of 0 updates, and the case hasn't even moved forward based on what?
Maybe you should start working?
Then do not close the financial claim, the issue has not been resolved and remains open for two months.
Why haven't you provided any information during this time?

Crazy_Dazy, the investigation regarding your case is still ongoing.

Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We apologize for the delay in resolving this case.

We appreciate your patience and understanding!

As I said earlier, until I receive updates and a refund, on what basis do you close the claim, if it is relevant?

Crazy_Dazy, the investigation regarding your case is still ongoing.

Rest assured that our team is working diligently to expedite the process, and we will provide you with updates at the earliest possible time. We apologize for the delay in resolving this case.

We appreciate your patience and understanding!

Of course, you can't get anything but scripted answers from you.
Why are you closing the claim then?

Hello,

The exchanger informed us that according to the information security rules and the exchanger's regulation the swap was suspended for verification due to the suspicious activity.
You agreed to the rules and the AML policy of the exchanger when creating the order: https://simpleswap.io/aml-kyc

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

Sincerely, administration of the BestChange exchanger monitor.

And it's okay that they now transfer me to another exchanger's compline after 60 days, it's just that the intermediaries are terrible, if they applied there, what do I have to do with it?
Let them worry about providing services themselves.
If I buy spoiled milk in a store, I complain to the store and wait for an exchange/refund of milk/money, rather than going to the manufacturer's farm.
Since you've taken on the risks you're getting paid for, please answer for yourself.

Crazy_Dazy,
We ask you to contact our liquidity provider, who has stopped your funds, for greater efficiency in this case.

Please let us know if you have any additional questions.

That is, these freaks, I have no other words, did not send any information there at all, when contacting those contacts that you gave out, they do not have the exchange number that you have on your website and the case, you did not inform me what you were doing for two months, the office is just, not an exchange office.

Crazy_Dazy, please provide the liquidity provider with the transaction hash and other details such as deposit address, recipient address and wait for updates. The liquidity provider has been informed about this case.

Thank you for your understanding!

Dear customer, your exchange has been temporarily suspended due to USDT coin maintenance.

Your exchange has now been completed. Please check your wallet transaction history.

We apologize for the delay and inconvenience.

I can say thanks to this website, because I don’t think I will see my money again, never in my life using your exchange!

Luca, could you please confirm that you received 362.01921535 USDTBSC and the swap is completed?

Thank you in advance!

Hello Vladislav,

In accordance with our AML/KYC policy, we reserve the right to stop the deposit for verification if our security system has notified us that the funds may be involved in illegal activities.

Your case is currently under review. We'll do our best to speed up the review process and notify you as soon as we have any updates.

Thank you for your understanding!

They still haven't returned my money, they set a deadline of 1 week, but they still haven't returned my money!

Vladislav,

Unfortunately, we need more time to finish your case. Our team is doing its best to speed up the process, and we will update you as soon as possible.

Thank you for your patience and understanding.

Tell me the exact time when my money will be returned to me!

They don't answer me!

Vladislav, unfortunately, we need more time to finish your case. Our team is doing its best to speed up the process, and we will update you as soon as possible.

We apologize for the delay.

Hello Mt,
Thank you for sharing your experience!
Unfortunately, your swap was suspended die to a rate change. We understand your dissatisfaction, however, in such cases the exchange should be completed manually and this process can take some time.
Please confirm the current rate with our support team or request a refund, so we'll so our best to resolve your issue as soon as possible.

Thank you in advance!

@ Best change admin and @ simpleswap

they gave their word yesterday to me:
""
your request #*** has been updated. To add additional comments, reply to this email.

Hi,

thank you for contacting us.

Your exchange has been stuck before the exchanging stage due to significant difference in estimates. We can proceed it via the current rate of ~534.150028 Trx or issue a refund of the coins.

Which option would you prefer? looking forward to your reply.

Best regards,
simpleswap team
this email is a service from simpleswap. ""

My reply: "proceed with 534 trx
verstuurd vanaf mijn iphone"

their reply:
"your request #*** has been updated. To add additional comments, reply to this email.

Deal! we will get back with the hash as soon as your swap is finished.

Best regards,
simpleswap team"

after that they comment today (i reminded them many times):

"
your request #*** has been updated. To add additional comments, reply to this email.

Just got an update from the team,

unfortunately, your exchange has been stuck since the current rate is changing to the worse. In this case we can make a refund of your coins or continue the swap at the current rate (~298.36052 Trx).

Which option would be preferable? looking forward to your reply.

Best regards,
simpleswap team"

this is beyond reasonable float. This is not my fault. Btg went through immediately. And they gave their word in mail conversation. Admin can contact me for proof, if required, incase simpleswap denies those emails.

Mt, we are very sorry that we were not able to complete your swap at the agreed rate.
In case, if you are not satisfied with the current rate, we can issue a full refund.

Thank you for your understanding!

No no no. This is not the deal. The exchanger gave their word CONFIRMED yesterday I would receive 534.15 TRX in 6 hours. Hereby the conversation again: https://pastebin.com/raw/qz3DCjnt for the Best Change staff. I want my full 534.15 TRX I am entitled to which was already lower due to your ''Technical error''.

Relevant conversation:
Your request #*** has been updated. To add additional comments, reply to this email.

Hi,

Thank you for contacting us.

Your exchange has been stuck before the exchanging stage due to significant difference in estimates. We can proceed it via the current rate of ~534.150028 TRX or issue a refund of the coins.

Which option would you prefer? Looking forward to your reply.

Best regards,
SimpleSwap team
This email is a service from SimpleSwap.

On December 3, 2024 at 6:46:14AM UTC, Client/Disputer *** wrote:
My exchange has an issue. Why?

[N65R0R-YN5W7]

Client / Disputer <my EMAIL client>
di 3 dec, 10:48 (1 dag geleden)
aan SimpleSwap

Proceed with 534 TRX
Verstuurd vanaf mijn iPhone

Op 3 dec 2024 om 08:20 heeft Stephanie (SimpleSwap) <***> het volgende geschreven:

Stephanie (SimpleSwap)
di 3 dec, 11:05 (1 dag geleden)
aan mij

Your request #***has been updated. To add additional comments, reply to this email.

Deal! We will get back with the hash as soon as your swap is finished.

Best regards,
SimpleSwap team.

Mt, as we explained before, we couldn't complete your swap at the proposed rate due to a market volatility.

Such cases are possible on cryptocurrency market, also please note, that your swap was created at the floating rate, not fixed.

Please let us know when you will be ready to accept the current rate or refund.

Thank you.

No, AFTER the issue arose you set a FIXED price of 534.15 TRX. So i already lost due to your technical error, but I agreed to your fixed proposal. That was AGREED. You would get back with the hash of payment to my wallet. Then a day later, you come up with the same excuse again.

My claim of 534.15 TRX REMAINS. @ Administration.

Mt, we've never set the fixed amount due to a reason that your swap was created at the floating rate.
At this moment, we cannot complete your swap at the rate 534.15 TRX

You can watch the rate change and if let us know when the rate is changed back to the expected.

Thank you for your understanding!

Proof of your lies(you setting fixed price):

Your request *** has been updated. To add additional comments, reply to this email.

==
Me: Proceed with 534 TRX
Verstuurd vanaf mijn iPhone
==
Your request *** has been updated. To add additional comments, reply to this email.

Deal! We will get back with the hash as soon as your swap is finished.

Best regards,
SimpleSwap team

This email is a service from SimpleSwap.

Hi,

Thank you for contacting us.

Your exchange has been stuck before the exchanging stage due to significant difference in estimates. We can proceed it via the current rate of ~534.150028 TRX or issue a refund of the coins.

Which option would you prefer? Looking forward to your reply.

Best regards,
SimpleSwap team
This email is a service from SimpleSwap.

Mt, as we said before, if you're not satisfied with the current rate - you can take a full refund.

We'll be waiting for your reply!

Again, you gave a fixed rate yesterday after your problems. After i contacted you. You said the trx would be sent within 6hours and you would provide me a tx hash in the upcoming mail after that promise.

@Best change please intervene as this *** is still trying to make me accountable for his mistake and his fixed promise / word.

Mt, we've never offered you a fixed rate as the initial exchange was created at the floating rate. The swap couldn't be completed due to a market price fluctuations.
As we said before, we can issue a refund if you are not satisfied with the current rate.

Hope for your understanding!

I keep replying. You said yesterday; there was a “technical” issue (it wasnt, you just want to make extra money because trx was raising) we offer you 534.15 Trx as a new rate within 6 hours with tx hash sent you within 6 h. I immediately said yes. It meant you locked our deal, as the corresponce proves. Now you saw, again, trx rose, lets make extra money and offer him half.
Thats unethical and ***. You didnt obey your part of the deal.

Mt, to be honest, you replied in 2,5 hours after our email, so it was not immediately.

Unfortunately, we cannot complete your swap at the expected rate. In case, if the floating rate swap cannot be completed at the expected rate, we always offer a refund or complete the swap at the current market rate.
Please make your choice, thank you.

You said deal. Means its fixed and done for. Please check price at my commenting time (was not that long) trx price was still 530ish for that amount of btg if you check the historical part.
Point is you locked the deal.

You said deal. Means its fixed and done for. Please check price at my commenting time (was not that long) trx price was still 530ish for that amount of btg if you check the historical part.
Point is you locked the deal.

Mt, the deal wasn't locked.
Again, we can complete your swap at the current market rate or issue a refund, if you're not satisfied with the rate.

Thank you for your understanding!

No. The words from your mouth: deal. We will get back to you with the tx hash within 6h.

That made the deal fixed. YOU DIDNT reply after that. YOUR mistake to lock it.

Mt, we appreciate your opinion, however it doesn't work in this way.

As we said before, we can issue a refund if you are not satisfied with the current rate.

It does work this way. You made a deal and I had provided my funds for that. You dont honor your part of deal. Claim is 534.15 trx and remains.

Thank you for your patience!

We’re pleased to let you know that your exchange has been successfully completed.
If you have any more questions or need further assistance, feel free to reach out. We hope to see you back on SimpleSwap soon!

Thank you for your patience!

We’re pleased to let you know that your exchange has been successfully completed.
If you have any more questions or need further assistance, feel free to reach out. We hope to see you back on SimpleSwap soon!

Please confirm that the funds were received!

No. Simpleswap admin only sent 398 trx of his word (534.15 trx)
Claim remains: 136 TRX.

Mt,

Our team received confirmation from you to complete your exchange at the current exchange rate (at that time it was ~402 TRX).

We successfully completed your exchange at the current floating rate, and we sent you 397.671298 TRX.
The difference between the expected and received amounts was 1.08%, which is an acceptable difference for a floating exchange rate.

Also, in order to smooth out thi situation, we are still ready to offer you a bonus of 
50 USDT cashback on your next exchange.

No no no your team made the set deal to sent me 534.15 to begin with. You didnt honor that. You have paid 397 trx thusfar, from the intial fixed deal of 534.15 trx.

Dear customer,
We ask you to check carefully the difference between fixed rate exchanges and floating rate exchanges.

A fixed rate exchange is an exchange that allows you to receive exactly the estimated amount. The fixed rate exchange is independent of the market volatility. This means that changes in the coins rates do not affect the fixed rate exchange.
When you create the fixed rate exchange you have 20 minutes to send us a deposit. There is a time limit because of the fact that the coins rates can change at any time, so we are exposed to huge risks.

A floating rate exchange is a classic cryptocurrency exchange type when the approximate receiving amount is shown at the time of the exchange creation. You can get either more or less coins than expected at the beginning of the floating rate exchange due to the volatile nature of the cryptocurrency market.

Please note that your swap was created at the FLOATING rate. Moreover, your deposit was received 28 minutes after creating the swap, so that's why we were not able to complete your swap at the initially estimated rate. Additionally, when the new rate was offered (~534.150028 TRX) you replied 2 hours 28 minutes after receiving the email from our team. Considering these facts your swap couldn't be completed at the rate that you wanted.

Please let us know if you accept the offered bonus, so we can close this case.
Thank you in advance!

No. You gave your word, you said literally ''DEAL'' and the rate didnt change because you said DEAL. Only MORE HOURS later it changed. You forgot to pay me. YOU said ''DEAL, its locked, wait 6 hours for the tx hash''. My claim is 534.15 and will stay until paid in full.

PS for the public and admin

He offered 50 usdt bonus for his mess which i declined. I want my swap and will never use this service again

Claim sustains!

PS for the public and admin

He offered 50 usdt bonus for his mess which i declined. I want my swap and will never use this service again

Claim sustains!

Mt, your swap was completed after your confirmation.
The bonus was offered only to smooth your experience if you were not satisfied.

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.

Unfortunately no. His fixed deal was: 534.15 TRX. Received is currently only partial. 397.671298. This is not the deal. He said, after elaborating my swap couldnt be completed): DEAL (making it fixed), you will get the TX hash in 6 hours as visible in the pastebin. Simpleswap still owes 534.15 — 397.671298 because he locked our deal after he mailed me. Then he ignored for over 6 hours, just giving a BS update stating his team needs more time, and after that he mailed THE NEXT day it couldnt be processed and he was offering a new rate. 24 hours later! While he said ''DEAL, wait for your tx hash MAX 6 hours''.

My claim persists! NOT received in full.

@ Best Change Administration: my claim is also on Bitcointalk and various other forums in which people side with me. These actions are *** and exchanger unworthy.

And they updated their terms today to be even more unfair (not surprised at all).
old terms: https://web.archive.org/web/20241007163625/https://simpleswap.io/terms-of-service
current terms: https://simpleswap.io/terms-of-service

This is probably due to this situation!

Mt, we ask you to check our previous message again:

A fixed rate exchange is an exchange that allows you to receive exactly the estimated amount. The fixed rate exchange is independent of the market volatility. This means that changes in the coins rates do not affect the fixed rate exchange.
When you create the fixed rate exchange you have 20 minutes to send us a deposit. There is a time limit because of the fact that the coins rates can change at any time, so we are exposed to huge risks.

A floating rate exchange is a classic cryptocurrency exchange type when the approximate receiving amount is shown at the time of the exchange creation. You can get either more or less coins than expected at the beginning of the floating rate exchange due to the volatile nature of the cryptocurrency market.

Please note that your swap was created at the FLOATING rate. Moreover, your deposit was received 28 minutes after creating the swap, so that's why we were not able to complete your swap at the initially estimated rate. Additionally, when the new rate was offered (~534.150028 TRX) you replied 2 hours 28 minutes after receiving the email from our team. Considering these facts your swap couldn't be completed at the rate that you wanted.

Please let us know if you accept the offered bonus, so we can close this case.
Thank you in advance!

Your repeating yourself. Wont work.

Read our conversation. YOU offered a fixed deal and to pay in 6h. You didnt.
You replied a DAY later after me reminding you on multiple occassions.
But you wanted more profit of the asset raising.

Claim persists.
I dont accept cashback on a *** site.

534.15 — the 397 trx what you paid is owed now.

Mt, it couldn't be a fixed deal as the swap was created at the floating rate.

It could, as it was not a floating rate anymore due to the fact you gave a NEW DEAL.
Claim persists, reference is all the old comments.

Mt, we have never offered new deal. The same swap (that was created at the floating rate) was completed after your confirmation.

You never completed your NEW proposed deal AFTER the floating one failed because of YOUR incompetence.

My claim of 534 TRX — what had been paid persists.

Mt, your swap was completed at the FLOATING rate

No. My swap was cancelled and your new fixed offer of 534.15 was not executed due to incompetence. YOU agreed to that.

Claim persists.

Please note that your swap was created at the FLOATING rate. Moreover, your deposit was received 28 minutes after creating the swap, so that's why we were not able to complete your swap at the initially estimated rate. Additionally, when the new rate was offered (~534.150028 TRX) you replied 2 hours 28 minutes after receiving the email from our team. Considering these facts your swap couldn't be completed at the rate that you wanted.

No. The confirmation time of the btg transfer was much faster.
Additionaly, you agreed on that time to a new deal. You said deal. The market rate after thst 2h28 was 534trx. It is because you ignored me afterwards for more than 24hours that whilst you promised a tx hash that you messed everything up.

You gave a fixed deal.

Mt, no, it wasn't fixed deal.

It was. Your own statement.

Claim persists.

Dear customer, your swap was crested at the FLOATING rate

No.

It was changed in a fixed deal when you confirmed there would be a tx hash in 6h.

Note for all customers and admin: simpleswap support is ignoring me.

Mt, the floating rate swap cannot be changed to a fixed rate swap in any way.
Your swap was completed with the 1,2 % difference from the rate that you've agreed, the case is closed on the side of our support team.

We would like to remind you that we are still ready to offer a promo code of the 50 USDT for your next swap just to close this case.
Please let us know if you agree.

Case persists. I will not stop until my 534.15 trx is paid in full.
I will NEVER EVER accept cashback on your site. Your dishonest and disrespectful.

Mt, you confirmed the estimated rate at which we can complete the swap, so the swap was completed

No. YOU confirmed the rate 534.15 trx. Claim persists.

On Dec 5th you sent the following message:
Do it at 402.27
Take my loss because of your unwillingness

The swap was completed at the floating rate within 33 minutes after your confirmation. You received 397.671298 TRX.
Please note that the swap was completed after your confirmation.

So? I imitated YOU. Saying you take 534.15 and sent me in 6h. Lie for a lie.
If you break your word like a b, and you expect me to honor my word in return?
No. Does not work.
Claim persists.

Mt, it doesn't work in this way.
You confirmed that we can complete the swap at the rate ~402.27 TRX - we completed it.

Stephanie, Olivia, Artem or whatever your name is today: it doesnt work that way.
You confirmed I would get 534.15 TRX in 6 Hours in my wallet. And you abused authority by that.
Claim persists.

Mt, you were notified that the rate was changed and confirmed another rate, so the swap was completed.

No, you said it was final and the tx hash would be in my inbox in 6h.
Then you ignored me, and i informed and reminded you on multiple occassions.
Next day after ignoring me (please read this potential customers!) you tried to bail and make a new deal.
Potential customers read how this exchange behaves! totally disrespectful to clients.
Claim persists.

Mt, your swap was completed after your confirmation.
As I see, you can exchange 397.671298 TRX to BTG back and receive more that you sent initially, so hope you'll be satisfied finally.

No. I want my 534.15 trx then I will be satisfied when you man up and honor your word.

Mt, as we said before, your swap was completed after your confirmation. You were notified that the rate was changed and confirmed another rate, so the swap was completed.

No. You said you would sent 534.15 Trx within 6h without changes. With a followup with the txid.
Claim still open dear potential clients!
as you can see from the conversation, simpleswap aint resolving it

never choose this company. Bestchange admin says its fully resolved but there is nothing resolved!

Mt, you could still have the opened claim in case if the swap wasn't completed.
However, the swap was completed after your confirmation, so you received your funds.
Thank you for your understanding!

Claim remains. U didnt fulfill your obligations. I have 534.15 minus what has been paid owed. I didnt agree to you blackmailing me in cooperation. I took the a part of what is owed to me.

Mt, the swap was completed at the current floating rate, so we have nothing to add.

No. The fixed deal you offered AFTER the float fell apart was 534.15 trx in 6h.
Claim remains.

Mt, as we said before, your swap was completed at the current floating rate, so we have nothing to add.

No. You made the deal fixed at 534.15.
Claim remains.

Mt, your swap was created at the FLOATING rate, so the deal couldn't be agreed at the fixed rate.
Have you read about the difference between fixed and floating rate swaps?

Never refunded. Never resolved. Deal was fixed 534.15, Simpleswap never resolved this despite them keeping replying. Will indefinitely keep updating this post.

Dear customer, as you were notified before, your swap was created at the floating rate, so we cannot call it "fixed deal".
Your swap was completed after your confirmation, so there is no point to speak about refund.
Thank you for your understanding!

It was a fixed deal after you gave your word and made it that by email.

Your floating rate / system failed. That makes the first deal no existent.

Mt, it's not the way how it works.
If your swap was initially created at the floating rate - it should be completed at the floating rate, not fixed.

Hello Salah,
We are very sorry for the inconvenience!

Your deposit wasn't recognized due to a one-time tech issue. We are ready to complete your swap at the current rate or issue a refund.
Please notify our support team what do you prefer.

Thank you for your understanding!

Okey will text the support and see what happens.

Update they did refund me and i received my money back.

Salah, the refund has been successfully completed.

We will be glad to see you again on SimpleSwap.