TheChange exchanger

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello,

We are sorry that the verification process caused you inconvenience and may have seemed unclear.

We would like to clarify that the transaction was temporarily suspended as part of a standard AML/compliance procedure. For security reasons, compliance with applicable legal requirements, and protection of our internal procedures, we cannot disclose the specific reasons, criteria, or details of the review.

This type of review does not mean that the user is being accused of any wrongdoing. It is a mandatory procedure applied in cases where a transaction requires additional analysis and confirmation in accordance with our AML policy and internal regulations.

We understand that the communication from support may have caused some confusion, and we apologize for that. However, the temporary suspension of the transaction is not an arbitrary decision by support, but is related solely to mandatory compliance procedures.

Further processing of the order or a refund can only be completed after the required review has been finalized.

Please continue communication through your existing support ticket so our compliance team can complete the review as soon as possible.

Best regards,
The Change Team

"Please continue communication through your existing support ticket so our compliance team can complete the review as soon as possible." — yeah, is that the reason why you keep asking for more and more proofs and ignoring me?

Hello,

We understand your question and would like to provide additional clarification.

We cannot disclose the specific reasons, internal criteria, or details that led to the temporary suspension of the transaction. This is not due to a lack of explanation from our side, but due to AML/compliance requirements and our obligation not to disclose information that could allow a user to bypass, influence, or interfere with the review process.

In other words, we can provide the general status: the transaction is undergoing an additional compliance review. However, we cannot disclose which specific internal factors, rules, limits, algorithms, or signals triggered the review.

Regarding the step-by-step document requests: the review is conducted progressively. Our compliance team first analyzes the information already provided and then determines whether it is sufficient to complete the review. If the information is not sufficient, additional confirmations may be requested.

This approach is used to avoid requesting excessive information from the user in advance and to collect only the materials that are actually necessary to complete the review at each specific stage.

Your case is not being ignored. The review is still ongoing, and further processing of the order or a refund will be possible once the required compliance review has been completed.

Best regards,
The Change Team

"Regarding the step-by-step document requests: the review is conducted progressively. Our compliance team first analyzes the information already provided and then determines whether it is sufficient to complete the review. If the information is not sufficient, additional confirmations may be requested." — are you sure you are not abusing this tactic to stall the process and use the funds in the meantime? You seem to only answer my support tickets once I renew my claim on the bestchange. Moreover, the link to KYC you've provided me is not working, and my request to get a working one IS being ignored.

From my perspective the process is not transparent. The exchange administration first promised me a refund, them requested PoA and promised a refund, now provides me with an incorrect KYC link, then proceeds to ignore me.

Also, about the transaction hold. You guys seem to already withdrawn the money from my transaction to your exchange wallet. That's not how hold works. Am I right?

Hello,

We will respond to your points in order.

First, regarding the step-by-step document requests: a progressive review process is a standard risk-based approach used in AML/compliance procedures. The compliance team first reviews the information already provided and then determines whether it is sufficient to complete the review. If it is not sufficient, additional confirmations may be requested.

We understand that this may take more time, but this approach is used because it is more effective for AML purposes and also helps avoid requesting excessive personal information from the user at the very beginning of the process.

Second, regarding the KYC link: our team has checked the link that was sent to you, and from our side it remains active and available for verification. However, to exclude any possible technical issue outside of our control, we will send you a new KYC link in the support ticket.

Your request is not being ignored. The compliance team responds in accordance with our internal regulations, and the standard response time may be up to 48 hours.

Third, regarding the movement of funds: we accept funds directly to our exchange/liquidity infrastructure. Further movement of funds may be performed automatically by the exchange or liquidity infrastructure and does not mean that the funds are being used for any unrelated purpose.

The fact that funds may be moved within the exchange infrastructure does not cancel the compliance hold and does not mean that the review has been completed. The order can be processed further, or refunded, only after the required compliance review is finalized.

Best regards,
The Change Team

Could you please clarify what exactly is stopping you from requesting more and more information forever or until I can not provide it? Your own terms say that in the case of the negative result the user is entitled to a refund:

"In the event that the user fails to successfully complete the KYC verification and/or whose details and account(s) appear to be blacklisted and/or on sanction lists, and/or in violation of our Customer Acceptance Policy or TOS, and/or fails to provide the requested documentation, and/or what provided can not be deemed as authentic, The Change reserves the right to refuse — stop providing its services to the client, the transaction will not be processed, and the deposited amount will be refunded, however, the client is liable to compensatory charges for any damages The Change may suffer in this regard."

Hovewer, your support told me that "In the case you are not willing to pass KYC, the transaction will neither be refunded nor processed"

So practically it's a nice loophole that you're abusing right now, which, frankly, goes againts your own ToS.

UPD: I passed the KYC, hovewer the exchange administration is still stalling the process. No refund has been made. The order has not been processed.

Hello,

All information and documents that we may request during a compliance review are explicitly listed in our Terms of Service. These include KYC, Proof of Address (PoA), and Source of Funds (SoF). We do not request documents outside of those categories.

Additionally, if you refer to our Terms of Service, we kindly ask that you read the relevant provisions in full rather than quoting them selectively.

The clause you quoted applies to situations where the compliance review has been completed and a decision has been made. However, the following paragraph of our Terms clearly states:

"In cases where: we suspect that a user has failed to perform a KYC on our relevant request in the past, or the transaction is suspected of being related to illegal activities, we reserve the right to freeze the transaction and/or transfer the frozen funds to a cold storage wallet for any period of time necessary to complete the investigation and our AML/KYC procedure, and/or report the case to authorities for further investigation."

As clearly stated in this provision, we are entitled to freeze the transaction for the period reasonably required to complete the AML/KYC investigation. Your case is currently still undergoing this compliance review, and therefore no final decision regarding processing or a refund can be made until the review has been completed.

Best regards,
The Change Team

It is not my problem that your terms of service contradict itself. Thus, I have the courtesy of interpreting it my way — which is, towards a refund that I'm entitled to.

During the whole process, you keep requesting more and more information.

This, again, begs the initial question of my reply — "Could you please clarify what exactly is stopping you from requesting more and more information forever or until I can not provide it? Your own terms say that in the case of the negative result the user is entitled to a refund"

Hello,

We believe that all of your questions have already been answered in full. In your subsequent messages, you continue to repeat the same arguments based on your own interpretation of isolated provisions of our Terms while disregarding them as a whole.

1. You claim that the Service may request documents indefinitely. This is incorrect. The categories of documents that may be requested during an AML/KYC review are expressly defined and limited by our Terms of Service (KYC, Proof of Address (PoA), and Source of Funds (SoF)). Our Terms do not permit requesting documents outside of these categories.

2. You continue to rely solely on the first paragraph of Section 3.4 of our Terms while completely disregarding the paragraph that immediately follows it.

The first paragraph governs the general outcome of a completed verification process. However, the following paragraph expressly provides that where a transaction is suspected of being connected with illegal activity, the Service reserves the right to freeze the transaction for the period necessary to complete the investigation and the AML/KYC procedure and, where appropriate, report the matter to the competent authorities for further investigation.

Accordingly, your assertion that our Terms provide for a refund in every case is incorrect and is based on quoting only part of Section 3.4 while ignoring the provisions that specifically govern transactions subject to an AML investigation.

3. Your assertion that funds may be held "indefinitely" is likewise speculative and is not supported either by our Terms or by the facts of your case. Funds are held only for the period reasonably necessary to complete the AML/KYC review and to make a decision based on its outcome.

4. You continue to rely on the results of a third-party AML screening as proof that there were no grounds for our review. However, third-party AML screening services are not binding on our Compliance Department, do not replace our internal risk assessment procedures, and cannot determine the outcome of our compliance review.

At present, the compliance review of your transaction is still ongoing. A decision will be made once the review has been completed, strictly in accordance with our Terms of Service and the applicable AML/KYC requirements.

Should you have any new information or documentation relevant to the ongoing review, you may submit it through your existing support ticket. Otherwise, repeating arguments that have already been addressed multiple times will not affect the review procedure or alter the process established by our Terms of Service.

Best regards,
The Change Team

Hello Valqk,

Thank you for taking the time to share your feedback, we really appreciate it!

Regards,
The Change Team!

Hello Brandon,

Thank you for taking the time to share your feedback, we really appreciate it!

Regards,
The Change Team!

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Rr,

Thank you for your feedback.

We would like to clarify that our exchanger strictly follows AML and compliance procedures. In situations where a transaction triggers certain risk indicators, we are obligated to temporarily suspend it and request additional verification.

This is a standard requirement of our AML policy and applies to all users without exception.
We have already informed you about the necessary steps for verification. Once the required checks are completed, we will be able to either continue processing your exchange or return the funds, depending on the result of the review.

We are not ignoring your messages — the delay in responses is due to the ongoing compliance procedure.
Please complete the verification so we can resolve your case as quickly as possible.

Thank you for your understanding.

Best regards,
The Change Team!

Good afternoon, the exchange service provides a link to a third-party KYS verification service that does not work in Russia. Therefore, I simply cannot complete the verification process, and the exchange service strictly refuses to offer any other verification method.

Good afternoon.

During your first verification attempt, you completed the procedure with serious violations, including the use of multiple devices and IP address substitution. Now you claim that the verification service we use does not work in your country. However, we know this is not the case, as other users from your country successfully pass verification without any issues.

If you are experiencing difficulties accessing the service, please contact your internet provider for clarification. Unfortunately, as an officially registered company, we are required to comply with regulatory standards and follow strict compliance procedures. Therefore, we cannot use any alternative methods of identity verification.

Sincerely,
The Change Team

In response to your ticket, I would like to explain that the use of anonymity tools such as VPNs is necessary because many official and public services in my country simply cannot be used without them. VPNs provide the necessary data protection and allow you to bypass geographical restrictions and blocks while maintaining security. This is not an attempt at abuse, but a necessary measure to gain full access to services.

In addition, the exchange is clearly not interested in finding a compromise solution, but is solely focused on retaining other people's legitimate funds for its own benefit. I am not refusing to undergo the KYC procedure and am actively participating in its implementation, but the exchange is doing everything possible to prevent me from passing this verification.

I ask you to review this situation in light of the above and show understanding, as I have no intention of violating the rules, but on the contrary, I am willing to go through all the procedures honestly and openly. The delay in the return of funds is due precisely to the lack of constructive dialogue and the unwillingness of the exchange to meet me halfway. My wallet and I have been verified more than once by exchangers that are also listed on Best Change.

Why do you state that you are using a VPN to bypass restrictions if, on November 14, you informed us that you were located in Serbia? There are no geographic limitations in Serbia that would require the use of such tools, so your explanation contradicts the information you previously provided.

Furthermore, the verification service detected multiple critical inconsistencies that indicate not only VPN usage but also additional attempts to conceal or alter your real data:

Data center usage detected

Network and browser timezone mismatch

Session traffic proxied

Document and device country mismatch

Document and network country mismatch

These findings go far beyond ordinary VPN usage and clearly show that several parameters were intentionally modified. Such discrepancies are treated as serious violations within the KYC and compliance framework.

In response to your question regarding the use of VPNs and location tracking in Serbia, I would like to clarify the following.

Although there are no direct bans on VPN use in Serbia and there are no official restrictions on access to services, the reality is different. In Serbia, internet providers are required to store user metadata, and the quality of the digital infrastructure and level of privacy do not match that of many European countries. Many popular international services and platforms (e.g., streaming services, some banking and government online services) are geographically restricted and require the use of a VPN to gain normal access or avoid blocking. VPNs in Serbia are widely used not as a means of circumventing restrictions, but as a necessary tool for full and secure access to such services, data protection, and personal information in conditions of limited digital privacy.

As for the technical inconsistencies found during the verification (e.g., IP change from the data center, time zone mismatch, device and document data mismatch), I would like to note that this may be due to the peculiarities of VPN services and Internet infrastructure, rather than intentional data distortion. I am ready to go through the KYC procedure honestly and openly, providing all the necessary documents and data without any intention to deceive the system.
However, the exchange does not seem interested in finding a constructive solution to the issue and is using the identified discrepancies as an excuse to withhold my legitimate funds. I kindly request that you review this situation, taking into account the objective technological features, and show flexibility in your approach to verification in order to help complete the process and return the funds without unnecessary delays.

In my case, the use of a VPN is solely due to the need to work with services that are restricted or blocked in the region, and not an attempt to hide data or violate the rules.

Hello,

Unfortunately, according to the AML analysis performed, the cryptocurrency you sent is High Risk or associated with illegitimate sources.

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.

I would like to clarify that the exchange service provides only "Veriffy" as the KYC verification method. However, Veriff’s service is currently blocked for users with Russian IP addresses due to geoblocking and compliance with international sanctions (OFAC). This means that I am unable to complete the verification process using the provided link, as the website does not load or function properly with my real IP from Russia.
I have attempted to use various legitimate methods to access the service, but the block persists. The exchange’s refusal to offer any alternative verification method makes it impossible for me to proceed with the KYC process, despite my willingness to comply with all requirements.

The cryptocurrency exchanger is unlawfully holding your low-risk USDT due to KYC disputes, with no response despite Veriff IP blocks common for Russian users. BestChange moderation uses automated responses and does not help in resolving the problem. Read carefully about this exchanger on the forums.

I was *** by an exchanger controlled by two friends from Ukraine who are based in Poland. They took my money but never returned it or completed the transaction. Despite my attempts to contact them, no funds have been refunded, and they have gone silent.

Rr,

We categorically deny any allegation of fraud or misappropriation of funds.

In connection with your transaction, we requested information and clarification regarding the Source of Funds (SoF). These requests were made in accordance with our internal compliance policies and the applicable laws of the Republic of Panama, and we clearly indicated the relevant legal and regulatory grounds for such requests.

To date, we have not received the requested explanations or supporting documentation from you. Without this information, we are unable to complete the compliance review or proceed with the transaction.

If you wish to continue the verification process, please contact us by email at [email protected].

Sincerely,
The Change Team.

Guys, if you've suffered significant losses from them please contact me through the forum. I'll help you file a *** case against these Ukrainian citizens. I'll do the same myself when I'm in Serbia.

Hello Melo,

Thank you for taking the time to share your feedback, we really appreciate it!

Regards,
The Change Team!

He send me screnshot addres in risky, aml 25% its show for all adres, but when see reports Green — 0 — 30% — Low risk.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Exchager tacke my money and not answer me in email.

Prex, we made a request to the exchanger for your order. As soon as we have new information, we will notify you.

Please, do not hesitate to contact us if you need further information.

Sincerely, administration of the BestChange exchanger monitor

Hello Prex,

Your order has been temporarily suspended due to the need to complete standard AML (Anti-Money Laundering) compliance procedures.

As mentioned earlier, certain AML flags were detected in the assets you sent. Even if such indicators are minimal, we are legally obligated to perform additional verification according to regulatory requirements.

A request has already been forwarded to our senior compliance team for a detailed review of your case. Please note that such checks may take up to 48 hours, and this timeframe has not yet passed.

We kindly ask you to wait for the completion of the standard verification process.
As soon as the review is finished, you will receive an update at the email address linked to your order. If you would like to provide an alternative email for communication, please share it here.

Thank you for your patience and understanding.

Best Regards,
The Change Team!

How send aml, you say wait in email more 24 hours you not send, low risk 25% aml.

Such checks may take up to 48 hours — you say, but 48 hours was left, dont have link or insruction what need do it.

I was send all his kys document and two video verification, exchanger not whant send my money back or for order.

Hello Prex,

Thank you for your message.

Please note that your verification is still incomplete. You have provided KYC documents, however, you have not submitted the requested proof of source of funds, which is a mandatory requirement in this case.

Once we receive and review your Source of Funds documents, we will be able to proceed further with your order.

We kindly remind you that until the required documents are provided and fully verified, the transaction will remain on hold in accordance with AML compliance procedures.

Please send the requested information to continue the process.
We are awaiting your response.

Thank you for your cooperation and understanding.

Best regards,
The Change Team!

Prex,

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

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. You agreed to the rules and the AML policy of the exchanger when creating the order. Please provide all required documentation to the exchanger.

The status of your complaint is changed to neutral with the capability of commenting.

Sincerely, administration of the BestChange exchanger monitor.

I was send exchagers all aml information, but they not whant refund my money back.

Hello Yan,

Thank you for taking the time to share your feedback, we really appreciate it!

Regards,
The Change Team!

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Hello dear customer,

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Hello dear customer,

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The Change Team!