Hello Nikita,
Your case is known to us — the transaction is currently under review on the bank’s side.
Unfortunately, the duration of the bank’s verification process is beyond our control, and we are unable to influence the timing of its completion.
We are in constant contact with and are awaiting a final response from the bank.
We truly hope that very soon we will receive either a successful completion or a refund confirmation.
We sincerely apologize for the delay and any inconvenience it has caused.
Please be assured that we are closely monitoring the situation and doing everything possible to resolve it.

Sincerely,
The UAchanger Team

It has been five months since the transaction began, and my funds have not yet reached me due to the exchange service's bank freezing the transaction. I have been in communication with the exchange's support team for these five months, but I consistently receive the same response: “Please wait.” Despite repeated requests, I have not been provided with any explanation for such a prolonged delay. I have asked multiple times for at least a screenshot confirming their communication with the bank's support team, but the service refuses to provide such information. I have also repeatedly requested a refund of my funds, yet the exchange refuses to process it. As a result, the exchange service is failing to fulfill its financial obligations and is in breach of its terms of service.

Nikita,

We understand your concerns and assure you that we are monitoring the status of your transaction with the bank. Unfortunately, at this stage, the bank’s internal review process is still ongoing, and the timing of its completion is beyond our control.

We appreciate your patience during this ongoing process. As soon as any updates become available, we will inform you immediately.

Sincerely,
The UAchanger Team

It has been six months since the transaction began, and my funds have not yet reached me due to the exchange service's bank freezing the transaction. Despite repeated requests, I have not been provided with any explanation for such a prolonged delay. I have asked multiple times for at least a screenshot confirming their communication with the bank's support team, but the service refuses to provide such information. The exchange has not provided any data on the reason for the freeze. Additionally, the exchange requested a bank statement confirming that the funds have not been credited to my account, which I provided, and after that, complete silence again. I have also repeatedly requested a refund of my funds, yet the exchange refuses to process it. As a result, the exchange service is failing to fulfill its financial obligations and is in breach of its terms of service. I demand the return of my funds, which they have not returned for six months.

Nikita, Hello,

We understand your concerns and would like to clarify the current situation.

This transaction was flagged by the bank’s AML (Anti-Money Laundering) department and is currently under review. The funds were frozen directly by the bank’s compliance department as part of a standard AML procedure. We are in active communication with the bank and are taking all possible steps to help expedite the review process.

Please note that the freeze was initiated by the bank, not by our exchange service. Unfortunately, we do not have the technical or legal ability to cancel the transfer or retrieve the funds while they are under AML review. According to the bank’s explanation, this is a standard compliance check, and once the review is completed, the funds will be released and credited to your account.

We fully understand that such a long delay is frustrating. However, the timeline of the AML review depends entirely on the bank’s compliance department and is not controlled by our service.

We remain in contact with the bank and will immediately inform you as soon as we receive any official update regarding the release of the funds.

Thank you for your patience and understanding.