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Swapuz exchanger
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| Status: | active | Swapuz reviews: | 1060 | |
| Exchange rates: | 120 | Volet TS: | — | |
| Reserve: | $71 793 727 | Perfect Money TS: | — | |
| Age: | 4 years 2 months | WebMoney BL: | — | |
| On BestChange: | 1 year | MyWOT rating: | 3.0 | |
| Country: |  |
Ukraine | Forums: | — |
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When creating a financial claim, please make sure that the exchange regulations specified on the website Swapuz have been violated and that you haven't received funds for the order. Please note that the claim may be turned down in the following cases:
Be sure to indicate the exchange order number. It will help the Swapuz administrator resolve the problem more quickly. If you didn't like the Swapuz's service and want to write about it, use the Comment review type. |
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| Kateryna |  |
95.211.225.* | September 20, 2025 09:33 |
Personal data was removed by the monitor's administration
The AML case arose due to high-risk markers in the assets that the user had sent
KYC is required
The review is being checked by the monitor's administration
The claim's status has been changed to neutral by the monitor's administration
Hello, BestChange support! I fulfilled all the exchanger's requirements (KYC), but I ended up waiting over a week the first time, then another week the second time, and now they're asking me to wait a third time because they're requesting documents one by one, even though I could have done it all at once. This is unethical, to say the least. I'm wasting time and resources that could have been put to better use instead of waiting. Please intervene and ask the exchanger, citing specific points in their AML KYC policy, to provide a response regarding the reasons for stopping the exchange, confirming their statements, and the rule that allows them to deliberately delay the refund process. Thank you! I hope this issue is resolved promptly!
Swap ID: ***.
Swap ID: ***.
| BestChange admin | September 20, 2025 11:34 |
Hello,
We request the exchanger's administrator to respond to the user's complaint.
Sincerely, administration of the BestChange exchanger monitor.
We request the exchanger's administrator to respond to the user's complaint.
Sincerely, administration of the BestChange exchanger monitor.
| BestChange admin | September 21, 2025 09:24 |
Hello,
Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources such as Mixing Service.
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.
Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources such as Mixing Service.
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.
| Kateryna | September 21, 2025 09:31 |
My complaint isn't about the KYC requirement, but about how you're handling it and artificially delaying the process. Instead of immediately and clearly requesting a list of required documents, which, by the way, I immediately provide, you're asking for them one by one, making me wait seven business days each time. What's going on? The first time, I provided you with all my selfies, personal information, and ID photos, then there was silence for a week, after which you requested a video of me and my documents. This was done immediately. Then there was another week of silence, and you asked for a financial statement detailing my income for three months. It was sent to you, and now you're making me wait another seven business days?! This is some kind of mockery.
| Kateryna | October 20, 2025 17:55 |
Having provided all required identity and source-of-funds documents, I have been waiting for the refund process for over a month. Despite full compliance with all AML/KYC requirements, there has been no adequate feedback or clear communication from the exchanger.
In accordance with AML/KYC regulations, Ukrainian Law No. 361-IX “On Prevention and Counteraction to Legalization (Laundering) of the Proceeds of Crime”, and the EU Directive (EU) 2015/849 (4th AML Directive), customer verification and refund procedures must be carried out within a reasonable time frame and with transparent communication.
I kindly request that the refund be completed as soon as possible or that a formal written explanation with specific timeframes be provided. Otherwise, I will have to escalate the matter to support and relevant regulatory authorities for further review.
In accordance with AML/KYC regulations, Ukrainian Law No. 361-IX “On Prevention and Counteraction to Legalization (Laundering) of the Proceeds of Crime”, and the EU Directive (EU) 2015/849 (4th AML Directive), customer verification and refund procedures must be carried out within a reasonable time frame and with transparent communication.
I kindly request that the refund be completed as soon as possible or that a formal written explanation with specific timeframes be provided. Otherwise, I will have to escalate the matter to support and relevant regulatory authorities for further review.
| Kateryna | November 5, 2025 17:07 |
Complaint about Swapuz (Refund delay and misleading conduct)
I submitted all required documents that fully confirm the legal origin of my funds and the official purchase of cryptocurrency with verified lawful income. Despite this, Swapuz has failed to provide a refund within the promised 3 business days as stated in their official message.
Instead of fulfilling the refund obligation, the company is requesting irrelevant personal data of third parties, which I am not legally required to provide under AML/CFT regulations.
According to EU AML Directive (EU) 2015/849 and Regulation (EU) 2023/1113, crypto service providers must ensure due diligence based on documented fund origin, which was already submitted in full. Additional personal data unrelated to the transaction are beyond the legal AML requirements and represent misleading behavior.
I therefore consider this an unjustified delay and violation of client rights, and I urge Swapuz to immediately complete the refund process in accordance with their stated terms and EU compliance standards.
I submitted all required documents that fully confirm the legal origin of my funds and the official purchase of cryptocurrency with verified lawful income. Despite this, Swapuz has failed to provide a refund within the promised 3 business days as stated in their official message.
Instead of fulfilling the refund obligation, the company is requesting irrelevant personal data of third parties, which I am not legally required to provide under AML/CFT regulations.
According to EU AML Directive (EU) 2015/849 and Regulation (EU) 2023/1113, crypto service providers must ensure due diligence based on documented fund origin, which was already submitted in full. Additional personal data unrelated to the transaction are beyond the legal AML requirements and represent misleading behavior.
I therefore consider this an unjustified delay and violation of client rights, and I urge Swapuz to immediately complete the refund process in accordance with their stated terms and EU compliance standards.
CommentRemove
| Mark |  |
5.183.128.* | October 24, 2025 09:53 |
The review is being checked by the monitor's administration
Dear Support Team,
I would like to file a formal complaint regarding my recent exchange transaction.
I created an exchange order and sent the payment exactly as required. After sending the SFUND tokens, my order status automatically changed to “Waiting for confirmations”, which clearly indicates that your system recognized the transaction and detected the incoming tokens.
Later, your support informed me that I had sent the “old” SFUND token (before the migration) and therefore the exchange could not be completed. However, there was no warning or notice on your website that the old contract address was no longer accepted.
Since the order status moved to confirmation, it means your system was still tracking or linked to the old token contract.
Now your team is asking for a refund fee of 80 USD, which is even higher than the value of my transaction. This fee is clearly unreasonable and unfair, especially considering that I followed all the instructions and that the issue occurred because your website was not updated with the correct token information.
I also want to add that as soon as I contacted Swapuz support, they immediately removed this coin from the exchange offer, and now they have added it back with a new contract address, which clearly confirms the error on their side.
I ask Beschange to help me with this issue, as the service is shifting the blame onto me by refusing to refund the funds without paying a fee for returning them to the liquidity provider.
I would like to file a formal complaint regarding my recent exchange transaction.
I created an exchange order and sent the payment exactly as required. After sending the SFUND tokens, my order status automatically changed to “Waiting for confirmations”, which clearly indicates that your system recognized the transaction and detected the incoming tokens.
Later, your support informed me that I had sent the “old” SFUND token (before the migration) and therefore the exchange could not be completed. However, there was no warning or notice on your website that the old contract address was no longer accepted.
Since the order status moved to confirmation, it means your system was still tracking or linked to the old token contract.
Now your team is asking for a refund fee of 80 USD, which is even higher than the value of my transaction. This fee is clearly unreasonable and unfair, especially considering that I followed all the instructions and that the issue occurred because your website was not updated with the correct token information.
I also want to add that as soon as I contacted Swapuz support, they immediately removed this coin from the exchange offer, and now they have added it back with a new contract address, which clearly confirms the error on their side.
I ask Beschange to help me with this issue, as the service is shifting the blame onto me by refusing to refund the funds without paying a fee for returning them to the liquidity provider.
| BestChange admin | October 26, 2025 19:59 |
Hello,
We request the exchanger's administrator to respond to the user's complaint.
Sincerely, administration of the BestChange exchanger monitor.
We request the exchanger's administrator to respond to the user's complaint.
Sincerely, administration of the BestChange exchanger monitor.
| Swapuz admin | October 27, 2025 16:23 |
Hello!
Thank you for contacting us and we apologize for any inconvenience.
During our investigation, we found that the token sent had an outdated contract address, which had already been migrated to a new one. This transaction was processed by the liquidity provider, and refunds in such situations require manual intervention on their part. The provider, in turn, charges an additional fee for performing this procedure.
This fee is not related to the operation of our service, and unfortunately, we cannot cancel it. We recommend checking the validity of the token contract address before the next transactions to avoid such expenses.
Best regards,
Swapuz Support Team!
Thank you for contacting us and we apologize for any inconvenience.
During our investigation, we found that the token sent had an outdated contract address, which had already been migrated to a new one. This transaction was processed by the liquidity provider, and refunds in such situations require manual intervention on their part. The provider, in turn, charges an additional fee for performing this procedure.
This fee is not related to the operation of our service, and unfortunately, we cannot cancel it. We recommend checking the validity of the token contract address before the next transactions to avoid such expenses.
Best regards,
Swapuz Support Team!
Claim solved
| Mark | October 28, 2025 08:35 |
Thank you for your response.
However, your explanation confirms that my transaction was indeed received and processed by your liquidity provider, which means the tokens successfully reached your system.
Therefore, the issue is not a failed payment, but a technical limitation on your side related to token migration handling.
The fact that my order status changed to “Waiting for confirmations” clearly proves that your system recognized the transfer and was connected to the old token contract.
If your provider still accepts funds to outdated contracts, it is your responsibility to update integration settings before allowing new users to make payments.
Charging an $80 refund fee, which exceeds the value of the transaction, is unreasonable and unfair.
The user cannot be held responsible for internal provider policies, especially when the order confirmation proves that the system accepted the payment.
In this case, you must cover the refund fee.
However, your explanation confirms that my transaction was indeed received and processed by your liquidity provider, which means the tokens successfully reached your system.
Therefore, the issue is not a failed payment, but a technical limitation on your side related to token migration handling.
The fact that my order status changed to “Waiting for confirmations” clearly proves that your system recognized the transfer and was connected to the old token contract.
If your provider still accepts funds to outdated contracts, it is your responsibility to update integration settings before allowing new users to make payments.
Charging an $80 refund fee, which exceeds the value of the transaction, is unreasonable and unfair.
The user cannot be held responsible for internal provider policies, especially when the order confirmation proves that the system accepted the payment.
In this case, you must cover the refund fee.
Claim renewed
| Mark | November 2, 2025 10:18 |
Bestchange administration, I ask you to take action against this exchange, as it simply ignores user complaints, misleads its customers, and extorts money. I ask you to remove this exchange from the list or mark it as a scam.
CommentRemove
| Ivan |  |
37.139.52.* | December 17, 2024 09:21 |
The AML case arose due to high-risk markers in the assets that the user had sent
KYC is required
The claim's status has been changed to neutral by the monitor's administration
I tried to exchange 2000 usdc and the exchange was blocked. After contacting support, I received an automatic response about the need to go through the kyc procedure. I asked for a refund and have not received an answer for 4 days. I value my privacy and am not ready to transfer my personal data to third parties. If a refund also requires going through kyc, then I would do it and never use this service again. But I still have not received an answer from support.
| Swapuz admin | December 28, 2024 04:35 |
Hello Ivan,
We are very sorry to hear that you are experiencing this problem. Unfortunately, in some cases this procedure is really necessary. Please contact our support team to resolve your situation as soon as possible.
We are very sorry to hear that you are experiencing this problem. Unfortunately, in some cases this procedure is really necessary. Please contact our support team to resolve your situation as soon as possible.
| BestChange admin | January 3, 2025 03:35 |
Hello,
Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources such as DarkMarket, Sanctions, Enforcement action, or marked with other high-risk labels.
In this case, according to the information security rules, the international AML/KYC policy https://www.bestchange.com/faq.html#frozen-transaction and the exchange service regulations, additional verification is required to consider a refund. You agreed to the rules and the AML policy of the exchanger when creating the order.
The status of your complaint is changed to neutral with the capability of commenting.
Sincerely, administration of the BestChange exchanger monitor.
Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources such as DarkMarket, Sanctions, Enforcement action, or marked with other high-risk labels.
In this case, according to the information security rules, the international AML/KYC policy https://www.bestchange.com/faq.html#frozen-transaction and the exchange service regulations, additional verification is required to consider a refund. You agreed to the rules and the AML policy of the exchanger when creating the order.
The status of your complaint is changed to neutral with the capability of commenting.
Sincerely, administration of the BestChange exchanger monitor.
CommentRemove
| Alysa Herman |  |
185.220.101.* | November 22, 2024 16:44 |
They don't swap at market rate!
I used their services a few times, and they always calculate the rate and fee in the manner they want, if the mark go up they send you less coins, and if the markets go down they send you as much they said at start.
I used their services a few times, and they always calculate the rate and fee in the manner they want, if the mark go up they send you less coins, and if the markets go down they send you as much they said at start.
| Swapuz admin | December 28, 2024 04:47 |
Hello Alysa Herman,
We are very sorry that our service has caused you negative experience.
Please keep in mind when you choose a floating rate, it means you may get a little more or a little less coins than originally expected.
We are very sorry that our service has caused you negative experience.
Please keep in mind when you choose a floating rate, it means you may get a little more or a little less coins than originally expected.
CommentRemove
| Santina Bergnaum |  |
89.234.157.* | November 22, 2024 18:39 |
Lack of any evidences confirming the accuracy of the information given down below
Highest exchange fee in the market,
Swapuz use worst exchange rate and highest exchange fee of 0.7% for float rate and 1.5% for fixed rate while the competitors use so much lower fee even as low as 0.1%
Swapuz use worst exchange rate and highest exchange fee of 0.7% for float rate and 1.5% for fixed rate while the competitors use so much lower fee even as low as 0.1%
| Swapuz admin | December 28, 2024 04:46 |
Hello Santina Bergnaum,
We are very sorry that our service has caused you negative emotions, but you should know that every swap has a cost and we cannot do swaps for free. For our modest commission we offer our users fast swaps, competent support team 24/7, and most importantly we send clean coins to our users, unlike our competitors.
We are very sorry that our service has caused you negative emotions, but you should know that every swap has a cost and we cannot do swaps for free. For our modest commission we offer our users fast swaps, competent support team 24/7, and most importantly we send clean coins to our users, unlike our competitors.
CommentRemove
| Yaximu Hunt |  |
107.189.3.* | November 26, 2024 05:23 |
The review is being checked by the monitor's administration
Never withdraw what they must to withdraw
i start using swapuz a few months ago with small amount deposit at first because i red some good reviews about them on trustpilot (now i am sure all of these good reviews are fake and wrote by themselve because all writers have only one review and talked about nothing in details), and i was unsatisfied from their work but because they promised to solve the problems and suggesting me a better rate i decided to use them again.
But they never did what they promised and they used worst exchange rate and highest exchange fee of 0.7% For float and 1.5% For fix all the times, while the competitors have so much lower fee, and they also did never send out what they showed they have to send, if the mark went upside they withdraw much less coins than what they must withdraw, and if the markets went downside they also withdraw less coins from what they said at start.
Never trust them.
i start using swapuz a few months ago with small amount deposit at first because i red some good reviews about them on trustpilot (now i am sure all of these good reviews are fake and wrote by themselve because all writers have only one review and talked about nothing in details), and i was unsatisfied from their work but because they promised to solve the problems and suggesting me a better rate i decided to use them again.
But they never did what they promised and they used worst exchange rate and highest exchange fee of 0.7% For float and 1.5% For fix all the times, while the competitors have so much lower fee, and they also did never send out what they showed they have to send, if the mark went upside they withdraw much less coins than what they must withdraw, and if the markets went downside they also withdraw less coins from what they said at start.
Never trust them.
| Swapuz admin | December 28, 2024 04:38 |
Hello Yaximu Hunt,
Please keep in mind when you choose a floating rate, it means you may get a little more or a little less coins than originally expected.
Please keep in mind when you choose a floating rate, it means you may get a little more or a little less coins than originally expected.
CommentRemove
| Hiu Tuder | |
192.42.116.* | November 22, 2024 16:08 |
They do whatever they liked to, Not what they promised
About two months ago i start using Swapuz even with their higher fee in compare with most exchangers, in my first set of transaction they withdraw my coins after more than two hours and about 10% lower from the market rate! In the chat service they said cannot do anything about it but can set my fee to a lower value for next exchanges as excuse. After that in my second set of transaction they prevent to create orders with my referral link to pevent me using my lower fee, and again sending me much less coins that they showed and in the chat service they said cannot do anything about it but can set my fee to a lower value for next exchanges as excuse! And again in my third set of transaction they prevent to create orders with my referral link to pevent me using my lower fee, and this time even withdraw my less funds that they must send four days later and again in the chat service they said set my fee to a lower value for next exchanges as excuse but they reset my fee to the deafult fee because they liked to!
About two months ago i start using Swapuz even with their higher fee in compare with most exchangers, in my first set of transaction they withdraw my coins after more than two hours and about 10% lower from the market rate! In the chat service they said cannot do anything about it but can set my fee to a lower value for next exchanges as excuse. After that in my second set of transaction they prevent to create orders with my referral link to pevent me using my lower fee, and again sending me much less coins that they showed and in the chat service they said cannot do anything about it but can set my fee to a lower value for next exchanges as excuse! And again in my third set of transaction they prevent to create orders with my referral link to pevent me using my lower fee, and this time even withdraw my less funds that they must send four days later and again in the chat service they said set my fee to a lower value for next exchanges as excuse but they reset my fee to the deafult fee because they liked to!
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CommentRemove
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