Swex exchanger

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Nikolay,

Your transaction has been blocked by exchange do to aml rules. Contact support to request Refound to your wallet and process aml requirements

Swex Support

Hello.

Okay, in that case, I’d like you to refund $100 to the same wallet I used to send the funds. The refund address is TPBntTKYPjt3GzmQdh3cwGo57YwvJ81wGz USDT (TRC-20).

If it weren’t for the competent staff at Bestchange, you wouldn’t have contacted me at all, as you didn’t even deign to provide any feedback; I had to write a review to the staff just to get some sort of response. Although your exchange claims that support operates 24/7. I have used various exchange services many times recently and have never encountered anything like this in the few years I have been using a wallet. I would also like to point out that all your messages automatically end up in my spam folder; I can send a screenshot. In the email sent to my Google address, there was an exclamation mark warning of potential fraud, and Google strongly advises against clicking on the links you provided. The email with the exclamation mark states: ‘Be careful! This email is not authenticated and the sender has not been verified. ‘Please be careful. It is best not to click on any links in this email, not to download any attached files, and not to provide the sender with your personal details.’

Dear Bestchange team, please take note of this, as I have used various currency exchange platforms many times before and have never had messages end up in my spam folder, particularly ones threatening fraud. I have all the screenshots needed to confirm the authenticity of the money transfer. It seems I have fallen victim to fraudsters.

Nikolay,

Read the AML KYC policy pass the KYC in order to receive Refound. From now we have not received any email from you

Swex Support

Google flags all your messages as fraudulent with an exclamation mark and strongly advises against clicking on them or downloading anything from them.

I have passed the AML check; what should I do next to get my money back?

Nikolay,

All the requirements has been done. We have asked exchange for your refound its take from 6 to 24 hours.

Swex Support

Hello,

Nikolay please avoid copying yourself by creating duplicate reviews—this is not encouraged by the monitoring administration. Please communicate with the exchange service within the context of this review.

Sincerely, administration of the BestChange exchanger monitor.

Nikolay,

We kindly ask the administration to review this feedback, as it contains misleading information and does not reflect the actual situation.

Facts of the case:
• The user’s transaction was flagged by AML systems and blocked by the liquidity provider (exchange) due to risk indicators
• The user was informed that a refund is only possible after completing KYC verification
• The user successfully completed KYC
• The refund was processed shortly after verification

Refund transaction details:
TXID: 542e6fde5a697392226ab8266d4657fca066dd748a316170f291cdc5cb815d14

Despite receiving a full refund, the user continues to publish negative and duplicate reviews, claiming that funds were not returned and accusing the service of fraud, which is not true.

We also note:
• The user previously created a financial claim, which was resolved after the refund and subsequently removed
• The current review contradicts the actual resolved status of the case

Given the above, we consider this review to be misleading and damaging, and we kindly request the administration to take appropriate action in accordance with the platform rules.

Sincerely,
SWEX Support Team

Nikolay,

Refund has been processed after KYC was successfully completed.

The client is now attempting to manipulate the review system despite the issue being fully resolved.

Refund TXID: 542e6fde5a697392226ab8266d4657fca066dd748a316170f291cdc5cb815d14

Sincerely,
SWEX Support Team

Dear Bestchange Support, please accept my apologies for duplicating this review. I didn’t realise straight away that the confirmation would be sent by email; the notification arrived late, and the review was automatically deleted before I had a chance to confirm it. I thought there had been a page error.

Dear SWEX exchange administration, I have provided full and accurate information regarding what I observed from my end. I have all the confirmations and screenshots that can fully corroborate my account. I will now outline everything for you:

1) Your website states that support is available 24/7, but in reality, this is not the case. I submitted several feedback requests on your website, but no one ever got back to me. If it weren’t for the helpful support team at BestChange, you wouldn’t even have paid any attention to me, which is, at the very least, poor customer service. I had to act according to the circumstances.

2) I did not receive the service provided, but merely wasted money on a transfer fee that no one will refund me. Yes, it’s a small amount, just $4, but the fact remains that you failed to provide the service.

3) As for the risk indicator on my crypto wallet – I regularly use various exchanges and, I repeat, not once have there been any delays or additional confirmations.

3) Regarding the risk indicator of my crypto wallet — I constantly use various exchangers and never, I repeat, never have there been any delays or any additional confirmations.

4) All your messages sent to my Google email have ended up in my spam folder. And what’s most interesting is that it says: ‘Be careful! This email is not authenticated and the sender has not been verified. Be careful. It is best not to click on any links in this email, download any attached files, or provide the sender with your personal details." It is rather suspicious that Google's email service has identified you in this way. I can confirm this with a screenshot.

5) I value my time very much, and I'm very upset that I waited so long for the exchange, but it never happened. All I got wasted time, stress, and I never got the TRX.

I believe my review is completely justified, which I can confirm with screenshots. I was also very surprised that my requests on the website didn't reach you. You most likely have issues with the website.

You are misleading BestChange support. I didn't write that you didn't refund my money; I wrote that I would have to wait 24 hours for this issue to be resolved, and those are two completely different things. The money was returned. But no one will refund the transfer fee.

Regarding your message: "The user continues to post negative reviews," I will answer you this way: I, as a customer, left exactly that review, since everyone has the right to leave their own review after using the service. Or am I saying something wrong?

Regarding the deleted financial claim, I deleted the financial claim because I received a refund and have no complaints regarding this matter. I deleted the financial claim and wrote a review, which defines your attitude towards customers.

You can say whatever you like, but the fact remains—there are too many “gaps” in your story that you deny, but unfortunately for you, I have proof that all your messages ended up in the spam folder with the warning “Be careful.” In your case, “The customer is always right” sounds like this: The customer is always right… only in their own eyes.

Have a good evening. Best regards.

Nikolay,

Your statements again do not reflect the actual situation.
• Your transaction was blocked by the exchange due to AML risk
• You were informed about KYC requirements
• You successfully completed KYC
• Refund was processed shortly after

Refund TXID: 542e6fde5a697392226ab8266d4657fca066dd748a316170f291cdc5cb815d14

The service was not completed due to AML restrictions, which are clearly stated in the policy accepted at the time of order creation.

Claims about “no service” and “lost funds” are incorrect, as the funds were fully returned.

We consider your current behavior as an attempt to mislead and manipulate the review system after successful resolution.

Sincerely,
SWEX Support Team

Have good day.

Judging by the fact that you replied within 1–2 minutes, you didn’t even read what I wrote. Consider my “behavior” however you like — for the first time in my entire life, I’m leaving a negative comment. Usually, I either write a positive one or say nothing at all. With you, it’s like in a Dostoevsky novel — nothing but suffering.

We would like to point out that this financial claim has already been resolved.

The user completed KYC and received a full refund shortly after.
Refund TXID: 542e6fde5a697392226ab8266d4657fca066dd748a316170f291cdc5cb815d14

Reopening a financial claim after successful resolution and confirmed refund is not justified.

We consider this behavior as abuse of the financial claim system and an attempt to manipulate the platform.

We kindly ask the Bestchange administration to review this case and take appropriate action.

Sincerely,
SWEX Support Team

Hello,

After reviewing the case, the monitoring administration notes the following:

The exchange office has provided proof of refund to the user. The user has confirmed receiving the refund. No outstanding financial obligations remain between the parties.

Given the absence of unresolved financial claims, this review is being switched to neutral status.

Further discussion regarding service quality, response times, or email deliverability does not constitute grounds for maintaining an active financial dispute.

Thank you for your cooperation.

Sincerely, administration of the BestChange exchanger monitor.