SwapEx exchanger

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Thanks for the quick response. Waiting for exchange administrator. Thanks.

Hello Artjom,
Please contact us via online chat on our website or Telegram. Your email address is detected as spam, so your emails are not getting through.
Regarding the transfer, it seems that your bank rejected it and refunded it. We will make a request to our bank about the refund and as soon as we receive it, we will refund the USDT.

Hello,
I still haven't received a refund by my order. It's been a month and a half already.
I`m attaching a copy of the chat with the service support. I can provide screenshots confirming the authenticity.

Dec 10, 2024
Hello
Me
Give the team a way to reach you.
Get notified by email
Bot
***
Order ID ***
Me
hello
your order done sir
Ãåííàäèé
transaction was declined wise
https://www.bestchange.com/swapex-exchanger.html?review=3025586
my account was blocked. please return tether
to the sender’s address
***
Me
hello sir
wait please
Ãåííàäèé
sure
Me

send us a video or screenshot showing that the funds in the amount of 514.30 euros have been returned to us.
Ãåííàäèé
Picture message1:07 PM
Screenshot_2.png
Download
Me

Picture message1:07 PM
Screenshot_3.png
Download
Me

I tried to forward this mail to you, but it wasn’t delivered
Me
Thanks
Ãåííàäèé
Picture message1:10 PM
Screenshot_4.png
Download
Me

Picture message1:10 PM
Screenshot_5.png
Download
Me

I understand you. As soon as the funds are returned to us (arrived in the account) — we will return your funds
Ãåííàäèé
Ok. I will write to you on December 16th.
Thanks
Me
dont worry sir
we resolve your issue
Ãåííàäèé
Ok. thanks for your assistance
Me

this account from which we sent the funds is blocked, but according to the bank statement we see that the payment was indeed returned. As soon as we receive funds from the bank for this exchange within 2 days, we can resend to other details, or issue a refund in cryptocurrency
Ãåííàäèé

Fine. Everything is clear to me. please return the funds in cryptocurrency to the same wallet from where I sent it. I would be very grateful
I should contact you in 2 days right?
Me

yes sir
thanks you write us in 2 days
Ãåííàäèé
Great! Have a nice day
Me

Dec 13, 2024
Good day)
Are you received funds from the bank?
Me

Hi sir
checking
sir we still waititng refund
and tell us please after refund do you want refund usdt or resend EUR?
Äàâèä

Sorry for delay
Refund usdt please, it’s better option for me
ok. I will write you next week. Have a nice day
Me

Dec 20, 2024
Good day)
Are you received funds from the bank?
Me
hello sir
can you write order id sir?
Ãåííàäèé
Order ID ***
Me
sir little wait please
Ãåííàäèé
Ok
Do you have any information for me?
Me

since the sender’s account is blocked, we are waiting for the bank to return the funds, and after that we will be able to return your funds
sorry for about this sir
we also wait info
Ãåííàäèé
So the money came back from me, right?
Me
yes sir
Äàâèä
Ok. How long does it take for you to withdraw funds? I withdrew my money within 1 day from blocked wise
Me

sir its depend from bank it can take several days we should to wait
Äàâèä
Ok. Thanks
Me

Jan 21, 2025
Good day
Order ID ***
Me
hello
Ãåííàäèé
Please refund the order
Me
wait please we will check it
Ãåííàäèé
A month has passed
Please, return back to the sender address
***
Tether TRC20
550
Me

wait we check it after write you dont warry
Ãåííàäèé

How much time do you need?
Me
we will write you
Ãåííàäèé
How much time?
Today or tomorrow?
Me

We made a request to the bank — they said that the manager would answer us tomorrow since his working day was over. I think tomorrow we will give you a clear answer
Ãåííàäèé

Ok. ill wait the refund tomorrow
Thanks
Me
ok sir
Ãåííàäèé

Yesterday
Hello
What about my transaction?
Me
Hi sir
checking wait pls
Äàâèä
Do you have info?
Me

still checking sir
We are waiting for a response from management to make a repeat payment
Äàâèä.

Artjom,
Hello, please send us your bank statement of incoming transfers from 05.12.2024 till today.

Hello. Sent to support chat.

Artjom,
Hello, please reply in online chat. We need one more confirmation from you to make a refund.

Hello. I replied in the support chat. I will also write here, the money was not credited 2 months ago and this fact did not cause doubts in you. You expected a refund within 5 working days to return it to me. 2 months have passed and you write the same thing and do nothing.

Artjom, Let's explain it publicly: you have created an order to exchange EUR for Wise. Which was executed by us on December 5, 2024, the payment was successfully sent. After 5 days on December 10, you contacted support and were informed that the payment will be refunded back within 10 days, as Wise closed your account. That is, the order was initially fulfilled and the refund was not our fault. As you understand, bank accounts that are used in the operation of exchange services have a short life span (1-3 days) Therefore, the refund came already to the blocked account. We withdraw all funds before blocking and remove accounts from work regularly. It is not always possible to promptly withdraw funds after blocking, as in your case. But nevertheless we are ready to make concessions to you and make a refund, but for this we need more convincing evidence that the refund is really received. Please send us a video from your online bank application, where it will be seen that the payment was really returned.

Let's explain it publicly, again
First. My vice account was blocked because of your transaction. How about a refund for this situation?
Second. I write again that I immediately provided all the information you requested confirming that the funds were not received.
Third. You wrote in the answer above that the refund came to you but already to a blocked account. What proof do you want from me? I did not receive the funds, I received two letters from vice, one that the money will not be credited, the second that my account will be blocked. I sent everything to you on the same day as you requested it.

Artjom, Your account has not been blocked due to our transaction. If this is the case, please provide official confirmation of this. Most likely it was blocked because you did not provide the documentation requested by Wise regarding the source of the funds.
At the moment we have no reliable confirmation that the funds have been refunded. You sent a redacted statement with filters applied and it explicitly says “This is not an official statement” So we need a video from your bank app with transaction history for further verification. Only after that we will be able to make the refund. Thank you for your cooperation!

I sent a video of my wice account, mails received from wise, mails forwarded to you.
I am waiting for a refund, compensation for my time, and a public apology for accusing me of fraud.

Artjom, After receiving and reviewing the video confirmation, we made a refund from the service's own reserves. At this point we have not yet been able to actually retrieve them from the account, as the payment was rejected and returned by your bank more than 5 days after the transfer. The sender's account was already blocked by then. However, in order to take care of our users, we decided to make the refund anyway :)

Artjom, we kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Sincerely, administration of the BestChange exchanger monitor.

I confirm. I have received the amount sent in full. and 25$ compensation for the inconvenience.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Geroqa,
The order did not pass automatically due to a technical error in the Payeer gateway, the payment information was not updated. At the moment the problem has been fixed.
After your request we restored the order manually and made the payment. Sorry for the delay, please confirm receipt of tokens.

Yes. The order was manually taken care of after contacting support. I confirm I have received the tokens.

Hello Leo,
Your order was completed within 10 minutes of your inquiry. Thank you for using our services!

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Alexander,
You had a limit on incoming transfers on your card, because of which the transfer from us did not go through, which we informed you about. At the moment the order has been completed. Have a nice day!

Dear Alexander, we kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Sincerely, administration of the BestChange exchanger monitor.

Hello Eugine,

Unfortunately, there has been a misunderstanding between us, and the operator made a mistake that led to the refund. We are ready to process the exchange. Please check your email — we have already sent you the relevant letter.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Muhammad Perve,

Yes, we have completed the transfer, but it is necessary to note that on your side the bank has declined the payment, and we are waiting for the funds to be returned. Unfortunately, without receiving the payment back, we cannot make a new transfer.

As already mentioned in our chat, please understand that the further situation does not depend on us, but on the banking system and the timing of the return of funds.

Should I, as a customer, be affected by the fact that you had problems with the transfer even though I have paid? Redo and make it right, please refund my money or transfer it to another bank account I can provide. That's only right!

Muhammad Perve,

The problem was on your side, that the bank did not accept the payment on your side. Therefore, you need to wait for the return.

This is exactly what I mean by you making constant excuses! If it is to be as you say, you should still have received the money back in return, as Wise claims that it is returned within 10 days.

Now it's been 12 days! This is completely unreasonable, you have received my money, please return it while you deal with your internal problems.

This is not how you treat a customer!

Muhammad Perve,

We will definitely resolve this issue, we need time to resolve this situation.

Still have not received my funds, been 15 days now! This is not OK! Refund me my money ans do the right thing you ***!

Muhammad Perve,

It turns out that your account is blocked, and you attempted to top it up. From our side, we sent the payment, but your bank, as expected, rejected it due to this reason.

As of now, the refund has not yet been received. We have sent you a video to confirm our information.

We also requested that you contact your bank's support chat. Please, let's continue our communication in the chat for a faster resolution of this issue.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Volodymyr,

During the AML check of the USDT you sent, high-risk labels (11.16% Enforcement action) were detected. This is why you need to undergo an additional identity verification, after which the assets will be returned. This is a standard KYC procedure in accordance with FATF standards. To combat money laundering and terrorism financing, all exchange points conduct AML checks on transactions from clients. Additionally, you were notified about this before creating your application and confirmed your agreement with a checkbox; without your consent, the application would not have been created.

Dear SwapEx,

I am writing to confirm that my wallet and the funds contained within are clean. Additionally, I have completed an AML (Anti-Money Laundering) check, which has verified the legitimacy of my transactions and funds.

Hello,

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

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

Sincerely, administration of the BestChange exchanger monitor.

Dear BestChange admin,

Have you verified this transaction yourself? Or how did you understand that she has a high risk? I checked and everything is fine with her.

I have worked with more than 20 exchangers and done more than 500 exchanges and never had any problems, and here some scammers are trying to steal my money, apparently I'm not the only one, and you are protecting them.

Volodymyr,

Contact our chat and we will provide you with an AML check.

My sources tell me that your verification is not legitimate, so I ask the bestexchange admin, have you verified this transaction and confirm that it has a high risk?

We performed the check using our resources and found high-risk markers. Please note that the check results may differ in different services, as different databases are used.

Sincerely, administration of the BestChange exchanger monitor.

It’s been 30 hours now. There’s silence from BestChange, and the exchanger says I need to wait 3 days. What kind of exchanger claims a 40-minute processing time but takes 72 hours?

Hello Farrukh k.,

You have reached out to us before and know that we always adhere to the deadlines for transfers. However, as has happened now, your payment is currently under bank processing. We have already sent a request to the bank and are awaiting their response.

Please understand that this is an internal bank review, and unfortunately, it cannot be bypassed. We have provided you with an estimated timeframe for resolving this situation and hope for your understanding.

It’s been over 72 hours since they promised to resolve the issue, and there’s been no response or explanation from the exchanger. I ask you to escalate the matter, as this exchanger is starting to deceive.

I ask BestChange to intervene in this financial dispute with the exchanger, as all the deadlines they promised, including the 72-hour bank processing time, have passed. It’s now the 6th day since I sent them USDT. Despite the deadlines passing, they provide no concrete responses, only saying “wait,” without presenting any proof. I consider this a complete fraud of their clients and BestChange users.

Finally resolved after six days.

Hello Vitalii,

Unfortunately, according to the analysis carried out by AML, the cryptocurrency you sent is at High Risk or associated with illegitimate sources https://bc.to/wPxVZO

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.

Hello Vitalii,

During the AML check of the USDT you sent, high-risk tags were detected (22.30% and Sanctions). For this reason, you need to undergo an additional identity verification, after which the assets will be returned. This is a standard KYC procedure in accordance with FATF standards. In order to combat money laundering and terrorist financing, all exchange points conduct AML checks on transactions from clients. Furthermore, you were additionally notified of this before creating the application and confirmed your consent by checking a box; without your consent, the application would not have been created.

Add the Status Icon to SwapEx — "Exchanger may require verification of the client's documents or halt the payment to check other data"