SimpleSwap exchanger

I sent 0.1 BTC -> USDC. the transaction failed. it says: "Your exchange has failed. Due to technical reasons, we couldn't complete it at this moment." I asked for a refund. Support said, they would get this resolved within 24-48 hours. 3 days later they are not responding to my emails. They are holding $6k for no reason, if transaction fails they should auto-refund like other exchanges. very, very bad service.

Really good and fast service. Require my KYC and when I did it, supports immediately continue exchange. Perfect and recommended by me.

SimpleSwap platform delayed my $22 swap for 3+ days, then refused to refund unless I completed full KYC via SumSub.

I wasn’t asking to trade anymore — just my own money back.

Using KYC to block refunds is unacceptable. Be careful.

I initiated ETH-XMR, but it was stopped, and I was asked to complete KYC, AML. I passed KYC and submitted all AML documents. But there has been no response from Simpleswap team for 5(five!) days. Please take action to either to return my ETH or to complete the exchange.

I'm writing to see if my case can be resolved more efficiently, as I’ve previously found SimpleSwap to be a reliable service. A couple of months ago, I exchanged approximately $20,000 worth of DAI to BTC. The transaction was taking longer than usual, but since that had happened before, I wasn’t too concerned. However, it was unexpectedly “flagged” for an unknown reason, and I contacted support. After several back-and-forth conversations with the compliance team, I completed the full KYC process and complied with all AML requirements. Since then, I’ve been receiving repeated apologies for delays and notices that additional “time” is needed to verify information that should reasonably be reviewed within a week. I’ve been very patient throughout this entire process, but two months seems excessive. I would sincerely appreciate it if this matter could be resolved as soon as possible.

The exchanger did not complete the exchange at the fixed rate.

02 May 2024 — I tried to make an exchange, but my transaction was blocked by the exchange.

01 July 2024 — I was unable to pass verification through this exchanger.

20 April 2025 — I sent a request to re-verify, and they sent me to Binance. I'm trying to contact Binance, but they only respond once every two months!

07 November 2025 — I've now sent all the documents to Binance for verification. I'm waiting for a response from Binance and asking the exchange service to assist me.

Good evening, everyone. Yesterday, i exchanged 520$ at this exchange service. During the exchange, my funds were blocked for verification. In the chat, they told me to write to them by email, which i did. They asked me to go through kyc and said that after that they would return my funds. As much as i didn't want to do it, i went through kyc and informed them about it by email. After that, they said to wait 8-12 hours, although they hadn't mentioned this before, and i agreed. After 12 hours, no one had replied, so i sent another email asking for help. They told me to contact their other email address for assistance, but no one has replied to that email for several hours now. I am worried about my funds, it was my salary. Be careful when making exchanges. I don't know how this will end, but at the moment, I feel like i've been cheated. I really hope im wrong. I have always used Simpleswap before and have never had any problems, this is the first time this has happened. I hope it gets resolved.

Title: Funds Frozen After Exchange — Refusal to Refund Without KYC

Exchange: SimpleSwap
Date of Transaction: November 14 2025
Amount:
Sender Wallet Address: LYmd***WVLU
Receiver Wallet Address: TNkQ***m4v1
Exchange ID ***
TXid: 86a8***6520

Claim:

I created an exchange on SimpleSwap, sending funds from my wallet to the target wallet. After the transfer, the exchange was paused and I was asked to complete KYC verification via a third-party platform (SumSub).

I refuse to provide personal data to any third-party service. Before the exchange, I conducted AML checks on both the sender and receiver wallets, and they are verified as clean and compliant.

Despite this, SimpleSwap refuses to refund the funds without completing KYC. The service’s response states that the AML/KYC Policy obligates them to hold the funds until KYC is completed.

I request that SimpleSwap return the funds to the original sender wallet immediately, as the transaction poses no AML risk and I do not consent to third-party KYC verification.

Status: Funds frozen; no resolution without KYC.

Actions Requested:

Refund the full amount to the original sender wallet.

Provide written confirmation of the refund and timeline.

The slowest exchange in my whole experience. never recommend no one to use this slow service below any reasonable service. I regret every minute wasted on them.

Hello. Simpleswap isn't transferring USD. The exchange was XMR to USD. I have all the confirmations. The exchanger isn't responding.

Amount they hold: >13000$ (110.75 Ltc)

today i've started 3 exchanges ltc->xmr

your website got all 3 exchanges stopped and requested kyc verifications.

After receiving this request, i've messaged support to cancel all 3 exchanges since i've used another exchange to swap same amount, and the receiving address is no longer valid. I won't need all 3 swaps to complete.

So, we don't want to pass any kyc verifications since our anonymity is our main priority. Since we don't want to use your service to exchange, i'm asking you to send back coins to me, i've attached refund address in the prompted field before starting 3 exchanges.

- 3 Ltc->xmr exchanges initiated today (total: 110.75 Ltc)
- all exchanges illegally stopped and subjected to kyc demands
- refund addresses were provided at initiation as required!
- alternative exchange completed — your services no longer needed
- receiving addresses now invalid due to your delays

exchange ids: ****

also i want to get aml results for my "suspected" transaction, since your exchange stop to kyc is not legal without aml results. Even though, i want you to send back 110,75 total ltc to my refund address as soon as possible.

1. Kyc suspension without providing mandatory aml results is illegal financial regulation
2. Withholding funds without proper legal justification constitutes theft (basically, it is a ***)
3. Failure to honor refund requests violates consumer protection laws (why would you ask customer for a refund request and not proceeding the refund)

1. Provide aml results for all "suspected" transactions within 24 hours
2. Process full refund of 110.75 Ltc to provided refund addresses (which you've prompted for me)
3. Cancel all kyc requirements as we are exercising our right to proceed the refund

please don't proceed the swap, since all xmr receiving address are no longer valid

they say on email:

however, please note that by using our platform, you agreed to our terms of service, which clearly state that aml and compliance reviews are mandatory in certain cases.

I've saved your aml/kyc page and terms of service page in case you update them now and documented everything in screenshot form. I've read them fully now and they don’t say anything about my situation or the stuff you’re emailing me about — like how you can’t give my coins back without kyc or how you don’t have to do aml. These rules seem to have popped up out of nowhere; they’re not in the rules you keep saying i agreed to. 

They say:
please note that our platform operates in full compliance with international aml/kyc regulations.

According to our terms of service, which you accepted before using the platform, we are legally required to perform such checks in specific cases.

Your funds are not lost or stolen — they remain under review by our compliance department.

Critical: they say: """however, according to our internal compliance policy and international aml/kyc standards, no refund or release of funds can be made until the verification process is fully completed.

This requirement is mandatory and applies to all users without exception. """

Refusing to share aml results for my holded coins is a very bad idea. Please immidiately release my coins back to me to solve this claim.

I see there's many other cases for that exact exchange, acting illegal. Why is it not being disabled yet? there's even more complains and warns, than positive reviews

they say: we can't disclose the details of our aml/ kyc system

sending this: 8.1. Right to freeze funds. In our commitment to anti-financial crime regulations and our steadfast vigilance against potential illicit activities, we reserve the right to freeze any funds that are suspected to be involved in illegal activity. During such cases, we may conduct enhanced transaction and customer due diligence.

I'm asking to provide aml results to confirm that. Please prove my funds are suspected in illegal activity. No, they refuse to share aml. While still asking me to pass kyc. Why would i share my identity to a ***?

I exchanged a trial $20 for Bitcoin, which went well. Next, I exchanged another $980 for Bitcoin, and that transaction also went through. After that, I exchanged $700 for Ethereum, but in the end, nothing happened, and supposedly the funds hadn't been received by them, half a day has already passed, I contacted support, but nothing was resolved. Then I decided to exchange $50 for Solana, which went through, after which I tried to exchange another $150 for Solana, and the situation was the same as with the previous $700. In the end, my $850 is unaccounted for, support replies, but nobody gives a clear answer as to what happened.

SimpleSwap deliberately *** users of $6,694 USD using AML as a pretext. They haven't responded to emails or refunded users for extended periods. No one responded to emails or support.
This is a ***?

My AML checkup
https://www.bestchange.com/report/bb68a07f33ca1ea1332dfb6c5b412d07.

Recipient address: *** You sent: 7222 USDT Deposit address: *** Hash in: *** I changed money in this exchanger, they blocked it and the clown show with AML began, I provided them with everything! But you see, they are not satisfied with the passport and all the statements that they fucking requested! Now they need to additionally check something. And it seems to me that they simply stole my money and now under various pretexts do not want to return it! Verbatim correspondence with them by mail:

I made an exchange 2 days ago, but I didn't receive my funds.
They froze my funds without any reason, and they asked for KYC and other documentations.
I already did what they asked even why I didn't know why it needed, but even 1 day after it, they have no response.
I am not sure what is going on, and what I should do now.
Please help me get my funds back.
Thank you.

On Saturday, I initiated a swap on SimpleSwap and it didn't go through.
I tried reaching out to chat support but for hours there wasn't any update apart from we're checking.
I reached out to the email support and over 60 emails have exchanged in the last 72 hours from providing KYC, established trail, personal chats of source of funds, and detail explanations over everything. Yet neither they have refunded to originating address nor they have settled it to intended recipient address.

This has caused me extreme distress and anxiety because these were my personal savings of months that have been held by the exchange.

The entire point of no sign-up, no details, no questions, were defeated with no concern to my privacy, yet given the funds are my own and it is significant for me, I have gone ahead and complied to everything they have asked.

Kindly assist I'm panicking and getting anxious about this arbitrary process for entrusting the platform with my savings.

I made an exchange almost 2 weeks ago and at first they said it was a technical error and I would need to provide a new receiver address to send the exchanged funds too, then they made me do a other transaction from the my sender address which I did promptly, they then said ETA would be 6 hours, after this I have not had any explanation to what I happening except for their team is looking into it, I'm left in despair as this is all what I had left, please help me.

They *** my money. Straight up.

SimpleSwap is a total ***. I sent Bitcoin to swap and never got anything back. They first lied and said the BTC didn’t come through. Then changed their story once I proved it did. Still no refund, no tokens, and no accountability.

Customer service kept me waiting and gave me absolutely nothing of value. Do NOT trust these people. I lost money — you could be next.

Used this service over Tangem Wallet, had ETH on my wallet wanted to change to USDT TRX. Made two orders, both failed.

Played at Stake, cashed out ETH, wanted to change to USDT TRX. So my money is coming from Stake, 112.000$.

122.000$ in result, one time 10 ETH and one time 17 ETH they are not exchanging or refunding. Talked with chat support agent "Brad".

I want to have my money back or my exchange processed.

If you send me my money back, please to the same wallet back.

I did the KYC, did made the selfie, did also showed all information and where the money comes from (Stake). Transaction-ID. Everything is provided.

Reliant and +- fast enough. I recommend.

I exchanged SOL for XMR, completed the full KYC procedure, and sent all the necessary documents: invoices, contracts. It has been 12 days now, and I have not received any response from support. My funds are frozen, no deadlines have been set, and there is no transparency. I expected more professionalism.

It’s a pity I didn’t read the reviews before using this service.

Yesterday, I initiated an exchange of 0.366885 ETH (BEP20) to Tether USDT (TRC20).

Transaction details:
ID: ***
From: 0x04e40bc04b4B8759bAC66c076FF87f406EE12842
To: 0xa8a1C2bB4fdd4271Ef40710890C645fb6b0d41aA
Hash: 0xed81119038f8e9ae7573f16b2c6686e1c8ad5af85940425610472c0c4d1800ee

The transaction went through, but the service froze it without any notification. Only after I contacted support myself did they tell me that my transaction required KYC verification, which I had to complete through Sumsub, via the link they provided.

I successfully passed the verification on Sumsub and received confirmation. I immediately informed SimpleSwap support about it.

To my surprise, instead of fulfilling their obligations, they now told me I have to pass their own verification process. They asked me to provide:
• Full transaction history
• Hashes of those transactions
• Detailed explanation of when, where, and how I purchased the tokens in my wallet

Even my bank doesn’t require this much information when issuing a loan. And here, it’s just an online exchange service demanding such excessive data.

It feels like the service is about to shut down and the admins decided to cash out on users — I honestly can’t think of another explanation. I even provided my transaction history, but haven’t received any response from the service since!

This exchange is sc am, dont even want to return my money. i send it from my wallet which have lowest risk of AML, and it hold my money and i checked in tronscan which they already took my money. they took my money it high risk AML wallet, which they dont want to return to me. i asked for return back to my wallet and i get a message of 2-5 days refund. it could be easily refund just in 2 minutes, its just a total ***.

Hello. I made an exchange two weeks ago. They asked for KYC/AML. I provided all the data, now they just ignore me. I ask the Bestchange administration to intervene in the situation. Thank you.

I have little experience with crypto. But on this service everything worked out quickly and easily. Despite the fact that the rate is a little higher, there are no additional commissions, so in the end it turned out to be profitable.

I made my first BTC exchange, everything went well. The second time, I exchanged a larger amount... At first, the website was showing that the deposit hadn't arrived, even though it was visible through the browser. Then I contacted support, but they didn't respond for a long time and requested KYC on a third-party site. Now they are again telling me to wait after completing the verification. I consider this unacceptable.

They try to *** or hold my exchange, more than 300k.

I attempted to do an exchange with them, and after sending the funds, the status never updated. I waited 2 hours before opening a support ticket. On the chat, I was in discussion with "Brad" who told me they are looking into it.
12 hours passed, and I went to check on the status, and I was greeted with a message: "Unfortunately, your order expired because the funds did not arrive within the reserved time. Please create a new exchange or contact our support team."
I opened a support ticket; greeted by the familiar name: "Brad". I asked them about what happened and notified them, again, that the funds were indeed sent at the right time now it’s been over 10 days and i keep getting the same response that the technical team are looking into it again and again Sometimes i feel like my questions are being ignored i’ve been asked to provide KYC and i’ve followed through along with being asked to provide proof of where the asset came from i just want this sorted out immediately as it’s a lot of money and it’s been 10 days+ since i made this swap.

No support chat and can't connect to website at all.

It has now been more than 3 hours since I asked on chat Brad, the support agent, for the status of my exchange. I explained the issue, gave my exchange ID with them that my exchange went from "confirming deposit" after I sent the funds to "awaiting funds" as if I never sent the funds. After 2 hours of no replies to my explanation I got "please provide your exchange ID"... clearly not bothering to read the messages which was provided on the first message. I provided it once again. 1 hour later of no response again, I had a response finally "Checking". Now silence again since 20 minutes and my exchange now says

"The time is over

Unfortunately, your order expired because the funds did not arrive within the reserved time. Please create a new exchange or contact our support team."

when in fact I did send it on their own exchange page it even says so.

On top of all of this in the last 3 months it has been impossible to connect to the website. Doesn't matter if you use your wi-fi, mobile connection, vpn or i even tried downloading tor browser and couldn't get in. How are people actually using this website? If I refresh for 2 hours straight I can get in maybe once this is real.

So basically now they've *** the coins and ghosting me on chat. Excellent.

Thanks for the exchange! Fast and reliable!