Hello!

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

Best regards, BestChange administration.

Hello Antonio,

We are extremely sorry for the delay. A minor technical glitch resulted in order not getting processed automatically. It was outside of our working hour thus support agents were not available. We are extremely sorry for the delay.

Your order has already been processed and we have sent a little extra as a token of apology. We are extremely sorry for this unexpected delay.

Best regards,
Xenex LLC Team

Hello, Antonio!

We kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Best regards, BestChange administration.

I received, amount from my order + a little extra, all OK, thanks

Hello Grigoli,

Thank you for using our service and sharing your feedback.

Best regards,
Xenex LLC Team

Hello dear customer,

Thank you for your feedback.

Best regards,
Xenex LLC Team

Hello Max,

Thank you for using our service and sharing your experience with us.

Best regards,
Xenex LLC Team

Hello dear customer,

Thank you for using our service and sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Boris,

Thank you for using our service, we are sorry for the experience. However please consider that you have created order on 16:10:06 server time and your payment got necessary confirmations (10 confirmations) at 16:30:04. We will calculate values in USD so that you can understand better. When you created the order the USDT value for 1 XMR was 130.9 and by the time your order was paid the rate for 1 XMR was 132.11. So the XMR price increased by $1.21. We fix exchange rates after the funds are credited to our account.

Our system rate during order creation was 2.247091 Litecoin LTC -> 1 Monero XMR and when we have received your order the rate was 2.262101 Litecoin LTC -> 1 Monero XMR. Please check and verify yourself. Even though the XMR rate continued to increase after that you still got the locked price.

As for payout time we do confirm that the XMR order payout took time. This is because our payment provider took time to generate transaction hash for the order. Our system change order status only after getting transaction hash. Please accept our apology for the delay in order processing. We can see that you have exchanged with us before, we hope we will be able to serve you better next time.

Best regards,
Xenex LLC Team

Hello Maharez,

Thank you for using our service and sharing your experience with us.

Best regards,
Xenex LLC Team

Hello dear customer,

The reason is not fictitious. We have provided you the AML risk score from independently verifiable source. Thus the claim purpose is no longer valid. We require you to comply with the agreed terms and respond to the email we have sent you to proceed further.

Best regards,
Xenex LLC Team

Dear Xenex,

I sent you a reply to email
Until this issue is resolved, I ask you not to close the complaint.

Thank you.

So that other users understand, I request information about their company (Xenex LLC), as they ask me to provide documents, but there is no information about the company's website.

The company is trying to operate iinternational norms and laws, while it itself violates them by hiding any information about the company. The site lists only Xenex LLC, there is no other clarifying information.

We are waiting for a reply from the company, after confirming that the company exists and is not fictitious, I am ready to provide them with my data for verification.

The service that the company provided for verify my transaction is not official and reliable.
For now, it's just a reason for block my transfer.

Hello, dear user,

We have analyzed your transaction. It has a High risk or connected with illegitimate sources. Please see screenshots https://prnt.sc/5ErY7mCLvghG, https://prnt.sc/tAlAoM40412e.

We presume that this is why the exchanger's administration requests you to proceed with KYC/AML verification, referring to its own rules for processing applications. It is a well-known fact among cryptoenthusiasts, that AML/KYC regulations are becoming a global trend.

In this case we would recommend you perform all the required verificational actions.

Best regards, BestChange administration.

I ask you not to close my complaint, as my response demand is fully justified. I am ready to provide the requested documents, but first I ask you to provide information about the company to which I should send these documents. I think you understand that my request is completely legal, since we are talking about AML policy, so let's make sure that the company operates legally.

Thank you in advance.

Please look at the company's website and you will see for yourself that you are advertising a service that hides all company data, I do not think this is a reasonable solution. In this case, it is difficult to say that my data will not be used for illegal purposes.

It is very strange of you to take the side of a company that operates illegally, while trying to operate with international law. Look at this situation from my point of view.

Again, I draw your attention to the fact that I do not refuse verification and will provide documents after I can make sure that I do not provide them to scammers.

In this case, you are facilitating illegal activities.

Please open the complaint so that it is displayed in red on your site. Until the situation is resolved.

I also draw the attention of all users that after my exchange request, this company closed all exchange directions and this has been going on for more than a day. Which also proves that the company is just doing a scam.

Administration of BestChange is very surprising to me that you are ignoring my request. I have always considered your project respected and responsible. But you are facilitating the illegal activities of a company that deceives people.

This is inappropriate for you.

For all other users who want to use the services of this company, I inform you that my request for clarification of the company's data has been ignored. I do expect a reply.

Dear client,

We do not have to take your suggestion when to put the site under maintenance. With all due respect we suggest you to be more respectful. You have agreed to terms before creating the request. We have provided all necessary data to the monitor and verified ourselves.

You are only delaying the procedure this way. Send us the requested documents. The AML policy remains same for all order sizes. Kindly send us the requested information to proceed further. We can not allow a 75% high risk asset to put our other respective clients and our service in danger. Thus, we request you to provide the requested information as agreed on the terms and conditions.

Best regards,
Xenex LLC Team

That is, you refuse to provide the name of your company, registration number, country of registration and license, if you have one. Did I understand you correctly?

So that other users also understand that you do not have a company and your activities are not legal.

As I said earlier, I do not refuse to pass verification, I want to understand to whom I will send my documents. This is a legal right.

Unfortunately, all my requests remain unanswered. Due to the lack of assistance in solving this situation from the monitoring BestChange, I had to send the documents first.

At the moment, I have fully complied with the requirements of the company.

Now there should be new requirements or a new far-fetched reason for blocking my transfer.

Dear client,

We have received your email where you have mentioned that you indeed sent funds from illicit source. Thank you for sending the documents. It is being reviewed, once the review is complete we will let you know.

BestChange rule does not allow duplicate reviews thus please do not create duplicated claims as BestChange administration has already looked into your transaction.

Best regards,
Xenex LLC Team

Dear Administration BestChange.

Please note that according to "Conditions of exchanger participation in the monitor":

"Withdraw the client's claim only if the financial obligations to the client are fulfilled in full, or if the regulated exchange period has not yet passed."

From your side, you have closed the possibility of renew complaint for me, despite the fact that the disputed situation has not been resolved. In this case, my requirements or the requirements of the company do not matter, the complaint itself is relevant. The very essence of the complaint and its display in red draw the attention of other users to existing problems. If, after reading about them, the user decides that this is unimportant information, these are his rights. But don't violate your own Terms. The complaint must be active until the issue is resolved. As a result, I was forced to create a new complaint.

Hope for understanding.

Dear administration, if you delete new complaints, I demand to change the color of my first complaint to red!

As you can see, from today this company has received "disabled" status in this monitoring.

Dear user,

Issue is taken under control by the monitoring's administration. It's in a neutral status with commenting possibility. We kindly ask you not to renew the claim, stop spamming, duplicating reviews, otherwise you will be blocked from commenting on the monitoring. Thank you for understanding.

Best regards, BestChange administration.

Dear BestChange,

I wouldn't be doing this if my complaint had been left active. You withdraw the complaint, although the issue is not resolved. I demand to return the status of the complaint to this review!

Hello dear customer,

Our service is incorporated under the Limited Liabilities Companies Act, Chapter 151 of Revised Laws of Saint Vincent and the Grenadines, 2009. Registered address: Suite 305, Griffith Corporate Centre, Beachmont, Kingstown,
Address: St. Vincent and the Grenadines.

Now please stop violating Bestchange terms and duplicating reviews. Your documents are being reviewed and you will be notified shortly. We have been getting constant spam on review page on our website and getting invalid login attempts, although we can not confirm if this is you however, I can assure you your document is being reviewed. You have to understand that you sent funds from a well known illicit website and we must follow the agreed terms of service. We appreciate your understanding.

Best regards,
Xenex LLC Team

Dear Xenix,

The information you provided does not contain the name of the company and the registration number, I cannot verify the specified data. I think you understand that this is not serious. Please provide complete information.

As for my transaction. I ask you to clarify what exactly is the problem. Money payments from a betting company, the company has a license and in accordance with the laws of my country, I have the right to use the services of this company. What are you talking about????!! What is illegal activity?

Unlike your site, on the site of a betting company you can see its address, company name and check the license.

I demand to stop coming up with new excuses and reasons and make a refund of my money.

I can also assure you that transfers of money from betting company are not prohibited under your Terms. I have read all your conditions several times. There are additional AML checks. Yes that you have come up with.

Well, okay, checked, now I demand a refund.

Dear BestChange,

I don’t understand why you are promoting scammers, but I ask you to return the status of the complaint to my review again until the money is refunded.

Dear user,

Unfortunately, requested data may be provided only to law enforcement authorities upon their official request.

We are very sorry that you got into this situation. We understand that you did not notice the warning about an AML-check when creating your order, and were unaware of the status of the funds in your transaction and of the procedures related to the international FATF, AML, KYC standards.

We're provided again AML-check results. It has a High risk or connected with illegitimate sources. Please see screenshots https://prnt.sc/5ErY7mCLvghG, https://prnt.sc/tAlAoM40412e.

Anyhow, ignorance of the law is no excuse. Same as ignorance of anti money laundering procedures used all over the world does not free the holder of funds from punishment if these funds have been identified in any wallets, transactions or services that are subject to a check, freezing or any relevant procedures.

Currently, the exchanger is doing its best to return your funds as soon as possible.
The information that has been requested from you will be transferred to a respective service. Please, send the requested data to the exchanger and wait for the AML-check to finish. As soon as your funds are unblocked, the exchanger will contact both you and BestChange.

Best regards, BestChange administration.

Dear administration,

Apparently you have no knowledge of the law. From my side, there is no violation of either the law of my country, or the Terms of the company that made the exchange, nor the violation of the law of any third country. From my side, as mentioned earlier, the documents were provided. However, if you carefully read the Company's Terms on the exchanger's website, you will see that it does not indicate the Legal entity with which this agreement is concluded. That in itself loses its legal force. Knowing the details of the company that asks me to provide documents is not unusual and completely legal. This is due precisely to the fact that in such a situation there is simply no responsible person who bears legal and financial responsibility in disputable situations and in cases of violation of the law. The absence of company data in the Terms of Service is a violation of my legal rights. I think you understand this. If you look at any user agreement on the website of any company, then you can see the company's data, and complete, that is, with the registration number, country, address, etc. No special requests from law enforcement agencies are required to obtain this data. You know and understand this. I can also add that the requirements of AML policies are different for different jurisdictions, so we cannot talk about AML compliance, since we do not have company data and we do not know which country it operates under the laws of. The company violates the laws of any country by hiding company data and not providing it to users. You, in turn, contribute to the illegal activities of this company. In addition to this, you are violating your Terms for exchangers that require a financial issue to be resolved, after which the complaint is closed. Despite this, the complaint was closed on your side and you do not give me the opportunity to change its status. As a result of these actions, this company continues to deceive people.

And then you can develop this topic. Since the site that this company uses to verify BitCoin transactions is not an official resource, it is just some third-party site that can display anything. Sites and sources that can be used for verification and are considered official should also be specified in the legislation of the country in the jurisdiction of the company. And such a site, can not be listed in any official data, it also lacks company data, that is, they can display any verification results on their site. In this case, we do not know according to the laws of which country the specified company operates, you think that only law enforcement agencies can receive this information upon special request, but I hasten to upset you - this is not so. It is the legal right of any party to know with whom we are entering into an agreement.

I understand that this exchanger does not have a legal entity, and if it exists, then we do not have company data to understand that they work legally. Maybe in their jurisdiction, working with cryptocurrencies is generally prohibited? maybe a license is required? We do not know anything, and no one has provided this data to us. In a situation like this, it's just ridiculous to talk about AML policy.

Dear BestChange,

I once again ask the administration to leave the complaint active.

I also ask you to correct this message:

[The transaction did not pass the AML-check, verification data is expected from the user]

It also misleads the users of your site. Specify that the verification is carried out on third-party unreliable and unofficial resources. At the moment, the requirements on the side of the user are fulfilled and not fulfilled by the exchanger.

I am very disappointed with your position on this issue. You do not look like an independent party in this matter. You only point out the impossibility of fulfilling my legal requirements and rights. Knowing full well that in this dispute I am completely right and your partner violates both the current legislation and the Terms of your site.

Be fair, I call you to the truth!

This dispute cannot have a neutral status, as the actions of the company are fraud

You promptly deleted my new complaints, but do not respond to reasoned criticism. And keep supporting the scammers. It's outrageous!

I have always been surprised why there are no negative reviews about exchangers on your service. Now everything is clear.

Dear client,

Please have a little patience while we review the documents you have sent us. As clarified by BestChange earlier, we will let you know as soon as the transaction is unblocked. We appreciate your understanding.

Best regards,
Xenex LLC Team

Dear Xenex,

You have blocked my money, you have not provided your company details, you are engaged in illegal activities. In addition to this, one of the most famous exchanger monitors assists in your activities.

Are you asking me to be patient?

What is happening is outrageous!

I once again demand that the status of the complaint be returned for this review, until the issue is resolved, so that monitoring users can see this.

Dear client,

You have agreed to terms before creating the order. It is clearly mentioned on our AML/KYC page as well as terms and conditions that we may require you to verify identity if the transaction is suspicious.

All AML checker has indicated very high risk score for your transaction and we are currently reviewing your transaction. Accusing BestChange of not knowing rules and us being scammer will not expedite the process.

It is clearly mentioned in our AML/KYC page that "During the AML/KYC procedure, we reserve the right to freeze and withhold your exchange transaction for any length of time necessary to complete the investigation and AML/KYC procedure. If you do not complete or pass the AML/KYC procedure Xenex LLC has the right to terminate the execution of your transactions."

You have agreed to terms and sent high risk coins thus please have a little patience while we review the documents. This takes some time but we can assure you we are completely aware of your situation and we will write you as soon as we have an update for you.

Best regards,
Xenex LLC Team

Dear Xenex,

Are you talking about an agreement that does not contain your company data? That is, about one that in fact has no legal force?

Or maybe you are talking about checking transactions on unreliable and unofficial sources?

Or maybe you are talking about a completely legal transaction with a bookmaker office that has a license and does not conduct illegal activities, unlike you?

What kind of patience or waiting are you talking about if you still haven't provided information about exactly who we're talking to? What is Xenex LLC? Just a made up name? Not more than that, isn't it?

Maybe in those fictitious Terms it is indicated that transfers from bookmakers are prohibited? Maybe there are resources where you do your AML checks?

I think you understand that the answer to all these questions is NO.

More than 24 hours have passed since you received the requested documents. My money is still blocked.

Dear client,

Your document is still under review. We will notify you as soon as we have an update.

Best regards,
Xenex LLC Team

Dear user,

Thank you for understanding and providing verification data. The verification terms may be different and it is not depend on exchanger. We kindly ask you to wait for any response from the exchanger.

To avoid such situations we highly recommend to make self AML checking before an exchange using existing AML-check services.

Best regards, BestChange administration.

BestChange and Xenex,

I demand an immediate return of the complaint status and a refund of my money!

You are maliciously delaying the resolving of this issue.

Dear user,

Your funds were blocked by ñryptocurrency exchange. Neither BestChange nor exchanger have no access to them. We are waiting for unlock the funds.

Best regards, BestChange administration.

It doesn't change the situation at all. Return the complaint to the active state.

More than 48 hours have passed since the requested data was received. I demand refund my money!

Dear Client,

Thank you for submitting your documents. Your request is still being processed. We will notify you as soon as we have an update.

Best regards,
Xenex LLC Team

I demand refund my money and return the complaint to the active state!

Dear Client,

We are aware of the refund request. We will write you as soon as we have an update. We are doing our best to resolve the issue as soon as possible.

Best regards,
Xenex LLC Team

Dear client,

We would like to inform you that your case is still being investigated. We are doing our best to resolve the issue. We will write you as soon as there is an update.

Best regards,
Xenex LLC Team

What is happening these days is no longer a serious approach.

I ask you to comply with my legal request to provide your company information (you can send by e-mail) so that I can consider legal options for resolving this dispute.

If you hope that time will pass and I will stop demanding my money, then you are mistaken.

From my side, there is no violation of your terms of service and laws. What I cannot say about your company.

I demand an immediate refund of my money and provide the requested information about your company!

Dear Client,

We understand your situation. Your claim of not violating the terms does not change the fact that high risk Bitcoin was sent for the order in question.

You can get your own AML investigation report from any valid AML checker to verify the data. We have sent you AML report and BestChange also shared their findings with you.

In case of taking legal steps please request your local authorities however we would like to remind you that our agreed terms are still being followed.

As for accusations of passing time and forgetting about the order, we would like to remind you that we too wish to resolve this issue at the earliest possible time. The funds you have sent is blocked and frozen until AML investigation is complete. We seek your patience, we will let you know the details as soon as we get the results. We appreciate your patience and understanding.

Best regards,
Xenex LLC Team

I have not violated your Terms of Service and provided all the required data.

I ask you reply to my request and send me your company information. It makes no sense to make a request to local law enforcement agencies, so I need your company information. At this stage, hiding the data of your company looks no longer serious.

I really hope that other users will read the end of our correspondence in order to draw their own conclusions about your activities.

I don’t even raise the question of the BestChange site administration, I understand the business policy. Covering illegal activities is the purpose of this monitoring. All claims at the top of this page that your company has been verified are false.

Dear client,

We are pleased to inform you that your identity has been verified and the Bitcoin is now available. You will receive and email, please respond to the email.

Best regards,
Xenex LLC Team

Dear client,

We are pleased to inform you that your identity has been verified and the Bitcoin is now available. You will receive an email, please respond to the email.

Best regards,
Xenex LLC Team

The exchanger has completed my order. My claim has been canceled.

Dear Client,

Thank you for your patience and support. We are happy that the issue is now resolved.

Best regards,
Xenex LLC Team

Hello dear customer,

Thank you for using our service and sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Afanasij,

Thank you for your kind feedback.

Best regards,
Xenex LLC Team

Hello dear customer,

Thank you for sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Yegor,

Thank you for using our service.

Best regards,
Xenex LLC Team

Hello Joy,

We are sorry to hear about your experience. Our system shows order is completed. The whole system is automatic. The rate is fixed based on the confirmation time not the current rate on the website. Your order size is more than $17500 and slight change in rate can seem a lot. We request you to contact our support team first in case of any issue.

Best regards,
Xenex LLC Team

I am based on data from the most liquid exchange Binance, as well as from your own calculator on your website.
As I described earlier, on exchange - rate changed by $0.1, total transaction amount ~120 xmr, respectively, the amount should not have changed by $100+. Also, on your site, the value of such amount of coins went up, according to your calculator.
I see no point in writing to your support service, because you do not even have online chat, and it is not clear where to write, and secondly, apparently, it is not an error of your service and part of your policy (By your policy I mean - cheating customers for money)

Joy,

We do have a live chat option which is available from Mon – Fri 011:30 to 23:00 (GMT+3). Secondly the data on Binance or our website rate is fixed upon receiving confirmation. Exchange rates changes and even our website rate can be more or less depending on when you check it before or after creating an order. However the order rate is fixed only after getting the necessary confirmation(s). Detailed rate calculation for your order sent to the same email address used to create the order. Your transaction is more than $17500 so a slight change in coin price may seem a lot. Our exchange policy and terms are always transparent.

Best regards,
Xenex LLC Team

Hello Rick,

Thank you for your kind words. We are happy to know that you are satisfied with our service.

Best regards,
Xenex LLC Team

Hello Kathy,

Thank you for sharing your experience with us.

Best regards,
Xenex LLC

Hello Sania,

Thank you for your kind words. We are glad to know that you liked your service.

Best regards,
Xenex LLC Team

Hello Max,

We are sorry to hear your negative experience. However we would like to remind you that the amount you have exchanged is very small and only Xenex was offering such low amount exchange for the direction in top 15 positions and secondly we have paid you $1.263 higher than all other markets because of our favourable exchange rate and paid transaction fees ourselves as agreed yet you were unhappy and we are sorry for that. As for writing you, we did not find any support request from you but yes our rate is only fixed after getting necessary confirmations which your order got 6 minutes after the order creation. We value all our clients and hope that you will be happy with your future exchanges.

Best regards,
Xenex LLC Team

Hello!

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

Best regards, BestChange administration.

Dear Client,

We are sorry for your inconvenience. Your order confirmation took time and by the time it got necessary confirmations our working hours were over. That's why you had to wait. We can assure you that we are not scammers. We have respected clients like you who trust us and exchange with confidence. Again, we are extremely sorry for the delay in processing your order because of non working hour. We appreciate your understanding.

Best regards,
Xenex LLC Team

Hello Shifat,

Thank you for sharing your wonderful experience.

Best regards,
Xenex LLC Team

Hello dear customer,

Thank you for the valuable feedback. We are happy to know that you liked our service.

Best regards,
Xenex LLC Team