Swapuz exchanger

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

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.

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.

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.

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 am filing a complaint against the Swapuz platform (swapuz.com or its related services).

I used Swapuz for a crypto exchange between BTC and BNB. However, my funds were withheld without any valid reason. The support team sent a response claiming that a liquidity provider is allegedly holding 3,288.44 USDT — even though USDT was not involved in the transaction at all.

This is misleading and raises serious concerns about potential fraud.

The platform failed to meet the following obligations:

- did not provide accurate information about the transaction;

- did not explain where my funds are;

- did not specify any timeframe for resolving the issue.

If Swapuz continues to withhold funds and provide false information, I will consider this fraud and will urge other users to avoid this platform.

I am submitting this complaint to draw the attention of the community and regulatory authorities. If necessary, I am ready to provide screenshots, transaction hashes, and correspondence with the company.

Dear Kateryna,

Please comment on the situation regarding the order in this review and do not create duplicate complaints.

Sincerely, administration of the BestChange exchanger monitor.

Complaint about the swapuz exchanger

hello. I request a re-evaluation of my complaint regarding the swapuz exchange, as the situation clearly violates bestchange rules, aml/kyc standards and eu consumer protection regulations.

Issue:
the aml check on my transaction has been "in progress" for three years without any explanation, without deadlines, without status updates, and without any return of my funds. Swapuz has completely ignored all my messages during this entire period.

Violations committed by the exchanger:

1. Bestchange rules violations
- failure to respond to customer inquiries within a reasonable time;
- unjustified long-term withholding of client funds;
- failure to provide verification status updates.

2. Aml/kyc standards violations (eu amld 4–6)
- aml checks must be performed within reasonable and proportionate time limits;
- the exchanger must inform the customer about the status, grounds and scope of the check;
- holding client funds for years without evidence of ongoing verification violates transparency and proportionality principles;
- no additional document requests were made, contradicting proper customer due diligence.

3. Eu consumer protection violations (directive 2011/83/eu and 2005/29/ec)
- unjustified delay in returning client funds;
- failure to provide mandatory information about the service;
- misleading the customer about the verification status.

I request bestchange to:
1. Return my complaint to active status.
2. Require swapuz to provide an official written response.
3. Conduct an additional audit regarding their compliance with aml/kyc rules.
4. Record the prolonged unjustified withholding of my funds as a violation of bestchange rules.

All obligations and documents on my side were fully completed. For more than three years swapuz has neither completed the verification nor returned my funds.

I am submitting this follow-up review because the exchange service has been ignoring my case for over a month. I have already provided all the requested documents and information, yet the support team keeps repeating the same questions in a loop without making any progress toward resolving the issue.

I also note that my previous complaint was marked as “neutral” without proper verification of facts or consideration of the evidence I submitted. I believe this decision was unjustified and respectfully ask the BestChange administration to re-evaluate the complaint objectively.

The exchange Swapuz has been ignoring my official complaint and all follow-up requests for over a month, despite the fact that all requested documents and explanations were provided in full.

The complaint status on BestChange was changed to “neutral” without proper verification of the evidence submitted by me and without any substantive response from the exchange.

This constitutes inaction by both parties and an apparent attempt by the exchange to avoid resolving the dispute.

I hereby publicly record that the dispute remains unresolved, the funds have not been returned, and no reasoned response has been provided.

This post serves as a formal record prior to further escalation to payment providers, regulators, and external dispute resolution platforms.

Additionally, I would like to emphasize a critical point.

The original transaction was BTC BNB. I never gave any consent to convert my funds into USDT.

In its email, Swapuz support explicitly states that “the equivalent amount in USDT was retained”, which ôàêòè÷åñêè confirms that my asset was disposed of and its value was fixed without my consent.

During the period of retention (over 2.5 years), the market value of BTC/BNB increased significantly. Referring now to an internal “USDT equivalent” creates a direct risk of returning funds at a historical, undervalued rate rather than at current market value.

I hereby publicly state the following:
– I did not agree to any asset substitution;
– I do not accept a refund in USDT;
– The subject of the obligation remains BTC BNB, or a refund at the current market rate.

The dispute remains unresolved. The funds have not been returned. No reasoned response on the merits of the claim has been provided.

The exchange Swapuz has been ignoring my official complaint and all follow-up requests for over a month, despite the fact that all requested documents and explanations were provided in full.

The complaint status on BestChange was changed to “neutral” without proper verification of the evidence submitted by me and without any substantive response from the exchange.

This constitutes inaction by both parties and an apparent attempt by the exchange to avoid resolving the dispute.

I hereby publicly record that the dispute remains unresolved, the funds have not been returned, and no reasoned response has been provided.

This post serves as a formal record prior to further escalation to payment providers, regulators, and external dispute resolution platforms.

Additionally, I would like to emphasize a critical point.

The original transaction was BTC BNB. I never gave any consent to convert my funds into USDT.

In its email, Swapuz support explicitly states that “the equivalent amount in USDT was retained”, which confirms that my asset was disposed of and its value was fixed without my consent.

During the period of retention (over 2.5 years), the market value of BTC/BNB increased significantly. Referring now to an internal “USDT equivalent” creates a direct risk of returning funds at a historical, undervalued rate rather than at current market value.

I hereby publicly state the following:
– I did not agree to any asset substitution;
– I do not accept a refund in USDT;
– The subject of the obligation remains BTC BNB, or a refund at the current market rate.

The dispute remains unresolved. The funds have not been returned. No reasoned response on the merits of the claim has been provided.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

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 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.

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 ***.

Mark, thank you for your feedback. We fully understand your frustration and would like to provide a clear explanation of what happened.

The recent SFUND migration took place because the old SFUND contract was compromised. After this incident, the Seedify team officially marked the previous token as unsafe and discontinued its circulation. As a result, no service - including Swapuz - can process or support the old SFUND token, as it is considered invalid across the entire market. This is a necessary security measure, not a platform decision.

Regarding the status of your exchange order:
When your order changed to “Waiting for confirmations”, it simply indicated that our system detected an incoming transaction on the blockchain address. This status reflects visibility, not support.
Detection of a transaction does not mean that the exchanged token is valid for processing. It does not mean we “forgot to switch the contract” or were still operating with the old token - we were not. Swapuz had already discontinued support for the old SFUND immediately after the migration.

As for the refund fee:
The fee is not set by Swapuz. It is charged by our liquidity provider, who must allocate additional technical resources to manually retrieve and return tokens sent to an outdated, unsupported, and compromised contract.
This is a complex recovery process that cannot be automated, which is why the provider applies a fee.

We want to emphasize that in this situation there is no fault on the side of Swapuz. You sent tokens that had already been deprecated at the blockchain level after the security incident, and no exchange service would be able to process them.

That said, we are still willing to review your case individually.
Please contact support with your order ID so we can assist you further.

Thank you for your understanding and for giving us the opportunity to clarify this situation.

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.

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.

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.

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.

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.