Hello Francis
Your transaction has been classified as high-risk for our platform. We would like to inform you that your funds are not blocked, but are temporarily frozen by our AML specialists for verification.

Before completing the exchange, you confirmed your agreement with the rules of the exchange service, which means that you were informed about the platform terms and AML policy. Confidential information of the exchange service cannot be disclosed. The fact that our platform is listed on BestChange confirms that the exchange service operates legally and meets licensing requirements.

Once the verification is completed, we will contact you to proceed with the refund.

Thank you for your understanding and cooperation.

I asked for a clear timeframe for how long their AML check would take — completely ignored.

I requested their licence and registration number — also ignored.

I asked why my smaller transaction was processed instantly, yet my larger transaction (sent from the very same wallet at the same time) was blocked — again, no response.

Despite providing all of my documents, they dismissed me as an “unauthorised client”, which they used as their excuse for refusing to disclose their licence details. This is absolutely unacceptable behaviour from any service claiming to operate legitimately.

Please be cautious — your funds may end up stuck for weeks with no proper communication. I strongly advise against transferring large amounts, as this service has proven to be unreliable.

Francis,
Your large transaction was temporarily suspended because the funds were divided into several transfers before being sent. This raised concerns with the AML inspection, as such actions are considered one of the indicators of potential money laundering. For this reason, the transaction was classified as high-risk.

We would also like to draw your attention to the fact that during the exchange you provided your details and confirmed your agreement with our AML Policy listed on the website, which includes the possibility of requesting additional documents.

Your request has already been forwarded to the responsible department for priority review.

Thank you for your understanding and cooperation.

I understand your point, but this doesn’t make sense — both transactions were sent from the same wallet at the same time. If that was truly an AML concern, the smaller transfer would have been flagged too. This explanation isn’t acceptable.

Francis,
It seems that you do not fully understand how the AML department operates. Your first transaction was successfully credited and processed, however, when the second transaction was initiated, the risk level significantly increased, which resulted in a temporary suspension.

Please note that repeated complaints and excessive messages in the support chat will not speed up the verification process. Your request has already been submitted for priority review, and we have done everything within our capacity from our side.

We kindly ask you to wait for further updates from our specialists. Thank you for your understanding and patience.

I sent both transfers from the same wallet at the same time, and having the larger amount held with no clear timeframe has naturally left me worried. I genuinely didn’t mean to sound rude.

I do value your help, and I’d be very grateful if you could resolve this for me as soon as possible. Thank you.

We fully understand your concern regarding this situation and we would like to assure you that we are doing everything possible on our side to expedite the verification process. We have already forwarded your request once again to the appropriate department with an additional priority review request and asked them to give special attention to your case.

Please rest assured that we are closely monitoring the progress and keeping the situation under control. As soon as we receive any updated information from the specialists, we will immediately notify you.

Thank you for your patience, understanding, and cooperation. It is very important to us, and we sincerely appreciate your trust in our platform.

Hello,

You said my case would be sped up and treated as a priority. That was two weeks ago, and since then there has been absolutely nothing — no updates, no explanations, nothing.

I submitted every single document you asked for immediately, yet somehow you’re still “reviewing.” There is no AML check on earth that takes this long when everything has already been provided. At this point it feels like you’re just holding my money for your own benefit.

This delay is completely unacceptable. If this isn’t resolved very soon, I will stop wasting time here and take this issue to higher institutions that actually force action.

I expect a response and a resolution — not more excuses.

Hello, Francis

We understand your concern and apologize for the prolonged review time.

Your case is currently under additional review, and we have once again escalated it internally and requested our colleagues to prioritize and expedite the process. Unfortunately, while the review is still ongoing, we are unable to provide a specific completion timeframe at this moment.

Please be assured that your case has not been overlooked, and we will inform you immediately once the review is completed or if any further information is required.

Thank you for your patience and understanding.

Your explanation of an “additional review” during the AML check is unacceptable and not credible.

I have spoken with AML specialists and reviewed legitimate AML and KYC procedures used by regulated financial institutions. What you are doing does not correspond to any standard or lawful AML process.

You have provided no clear reason for this review, no fixed or estimated timeframe, and no legal or regulatory basis for holding my funds. An open-ended “additional review” with no timeline is a major red flag and is not how compliant AML procedures work.

This no longer appears to be AML compliance. It looks like arbitrary and unjustified detention of client funds under imaginary internal rules.

I will not wait any longer.

I am now escalating this matter to all relevant regulatory, supervisory, and consumer protection authorities, including those responsible for AML oversight and licensing compliance.

BestChange must re-verify this Ukrainian exchange license, as your conduct raises serious concerns regarding misuse of AML procedures and potential corruption.

Resolve this matter immediately or provide a clear legal justification and a fixed timeline without further delay.

Francis,

For the further review of your case, we have sent you an additional request to your email address. Please carefully review the message and provide the requested information and documents so that the compliance team can proceed with the assessment.

Your case remains under review in accordance with our internal compliance and AML procedures. Unfortunately, until the requested information is received and verified, we are unable to complete the review or provide a final decision.

Once we receive your response, the case will be forwarded immediately for further processing. We will notify you as soon as the review is completed.

Thank you for your cooperation.

Hello Aleksandr,
When creating an order, we display a notification that you need to contact the operator via chat to clarify the exchange rate for your destination. When creating an application for the following banks: Credo bank, Liberty without prior agreement, the exchange office reserves the right to automatically recalculate the exchange rate and the amount to be received.