Xenex exchanger

Hello Roman,

We understand your concerns and appreciate the opportunity to clarify our policies. Please note that our terms, including the requirement for KYC verification, are clearly outlined at the time of order creation whenever applicable.

We have received previous live chat inquiries from you under different names but the same email address, dating back to December 13, 2024, and again on July 17, 2025, both regarding our AML procedures. As mentioned before, AML requirements vary based on several factors and are part of our standard compliance process.

Unfortunately, we cannot process a refund without completing the necessary KYC and AML checks, as agreed upon when the order was placed.

We appreciate your understanding and are here to assist you through the process if needed.

Best regards,
Xenex LLC

Yes, I can literally write any names when creating an application, where in your rules is there a clause prohibiting this? Also speaking of verification, the AML, as I have already stated, is low and I did not violate anything. The old wallet did a lot of exchanges before, do not close the financial claim, I also ask the bestchange administration to verify that there is no high aml.

Roman,

We want to clarify that we are not suggesting you cannot use different names when contacting our live chat support. However, our records show that you previously contacted us on December 13, 2024, and July 17, 2025, using the same email address, asking about our AML procedures. This indicates you were already aware of our terms.

Please note that our order creation page clearly outlines the requirement for KYC and AML, and an order cannot be placed without agreeing to these terms.

We kindly ask you to provide the requested information so we can proceed. These procedures are in place to protect you and all parties involved.

Best regards,
Xenex LLC

On what grounds did you stop the exchange process? Don't you think that I wrote to you in the chat after I stopped and that what I wrote there shouldn't be my name, you're just asking how to address you. Cryptocurrency was created so that users could use it without control, and this is my desire to maintain anonymity on the Internet, which you cannot take away or prohibit, right? Hence the question again, on what basis was the exchange suspended, if you are talking about aml, so where is it high? I ask you to draw the attention of the Respected bestchange administration again to the fact that they refer to the name in the chat, although the dialogue was initiated after the exchange was blocked, clowning. And this is the kind of organization and service that I have to hand over my documents to for no good reason? I ask for the administration's intervention, as this is literally lawlessness. And as I said above, why on earth do you constantly close a claim if the issue has not been resolved at all?

Hello,

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

The results of the check can be found at the link: https://bc.to/35RND8

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 provided information and photos for kyc at night, and there has been no response for more than 12 hours.

A little later, I sent 98 ltc to another exchanger, 6-7 hours later, and they changed the coins for me in 10 minutes, you've been silent for a day, what's up?

Roman,

KYC & AML checks take time. Please wait for the review to complete. We are investigating the high-risk transaction. Thank you for your patience.

Best regards,
Xenex LLC

And how long will it take, as I said above, the aml on the wallet is low, another exchanger exchanged the medium without any problems, so I don't understand what kind of mark with the name darkmarket is, I get two messages from different people, but I usually check my aml myself if it came from people's actions before That, well, I just can't take responsibility for it.

Today is already the 11th, there is no answer or updated information from them.

Roman,

AML investigation is currently ongoing. We appreciate your patience and will update you as soon as there is further progress.

Best regards,
Xenex LLC

What? And how long will this go on?

I provided my documents to confirm my identity, explained as best I could how, what and where, they ask the same questions without delving into the essence of the problem, they are just ordinary intermediaries, I was taken in by the Bestchange and Volt course, what did it lead to, I haven’t been able to get my money back for a month.

They are talking about an investigation into money laundering, I have been using this wallet for several days, and I have also exchanged from this wallet on another resource without any problems. If you have suspicions of illegal activity, contact the police and make an official request, everything else is just a waste of my time and money. What investigation are we talking about? Are you some kind of competent authority? Do you have the authority? You don't even have a provider to check KYC, and what are you even talking about?

Roman,

We understand your position; however, we must emphasize the seriousness of this issue.

You have stated that you are a freelancer or self-independent, and that the funds in question originated from in-game sales or exchanges. While we respect that position, we are obligated to verify the legitimacy of all transactions in accordance with AML/KYC regulations.

When asked for proof, you were unable to provide a wallet screenshot and instead submitted a terminal output claiming to be from a self-hosted wallet. Unfortunately, this type of evidence is not sufficient for AML checks, as terminal outputs do not offer verifiable authenticity.

As noted earlier, the funds have been checked by BestChange administration and found association to dark market. We have a strict policy against accepting any coins with illicit origin, which has been clearly communicated and is outlined in our terms.

We therefore request verifiable documentation or communication showing receipt of these funds from a legitimate third party. This may include invoices, contracts, payment confirmations, or platform communication that clearly confirms the nature and source of the funds.

Please understand that our request is in accordance with our compliance obligations. If other platforms choose to operate differently, we cannot comment on their standards or practices.

Additionally, please note that even a wallet considered clean yesterday may be flagged today based on new activity. Risk profiles are dynamic and continuously updated as transactions occur. This is why we require concrete documentation such as proof of payment, communication, or agreements that confirm the funds originated from a legitimate third party. Your cooperation in providing the necessary evidence is required so we can proceed accordingly.

Thank you for your understanding.

Best regards,
Xenex LLC

I provided the output and receipt through the terminal, because this is a self-written system on linux, through which transactions are carried out by bots and I could get money from any person for the exchange, where did I get the documents, invoices or something like that, this is impossible, if someone exchanged their coins for some items, I can not be responsible for these coins. If you receive a 100 dollar bill from an ATM or in change through which someone used ***, how can you be responsible for this? I am literally in the same situation now, just nonsense.

Roman,

We are still waiting for you to provide the requested information. As of now, we have not received any response from your side.

If you are using a self-written Linux system, you should already be aware of the AML (Anti-Money Laundering) policy. This policy is also explicitly outlined on our website for your reference.

Your continued silence is noted. Please provide the requested information without further delay.

Best regards,
Xenex LLC

Dear Client,

Please submit the requested document.

Best regards,
Xenex LLC

Not solved yet,
Please do not claim solved.

Dear Client,

We understand your concern, you can keep this as comment. KYC is required according to the agreed terms.

Best regards,
Xenex LLC

I know,I will do kyc
please keep it unsolved before it is really get solved
which means when kyc pass and get refund,I will close it by myself.

Dear Client,

We still did not receive KYC documents from you. Your transaction requires KYC according to the agreed terms.

Best regards,
Xenex LLC

I’ve already sent kyc email.
And let me describe how strange this situation is.
First of all, this is a newly created wallet that has only received one transaction from one of the BestChange platform.

After that, I ran an AMLBot check, which indicated low risk with no risk factors at all.

However, it was still intercepted by this platform, which is hard to understand. I’m okay with doing KYC—I’ve already sent the required documents to you—but this is a huge waste of time for users. Funds are being withheld with no guarantees whatsoever.

Dear Client,

Thank you for your cooperation and successfully completing the KYC process. Your order is now complete, and we confirm that there are no outstanding financial obligations on our end.

Best regards,
Xenex LLC

Hello dear customer,

Thank you for reaching out and for your understanding regarding our processing protocols. As you mentioned, we have successfully processed orders without issues in the past. However, the current order requires an additional level of scrutiny due to the nature of the AML (Anti-Money Laundering) check involved.

Given the high-risk nature of this transaction, it necessitates thorough checks to ensure compliance with our stringent security measures. These measures are in place to protect our platform and users from any potential illicit activities. Please understand that we cannot disclose specific details in a public forum to maintain the integrity and confidentiality of our processes.

Our standard review time for KYC and AML investigations is 7 working days.

Regarding order history, it will appear in your personal account only if you were logged in before creating the order. Otherwise, you will receive updates via email as usual. We understand your concern and assure you we are doing our best to complete the review promptly.

We appreciate your patience and cooperation as we work to resolve this matter promptly while adhering to our security protocols.

Best regards,
Xenex LLC

Dear Client,

We are waiting for you to respond to our email.

Best regards,
Xenex LLC

Dear Client,

We are waiting for your response.

Best regards,
Xenex LLC

Dear Client,

Your KYC document is approved. We have completed the order after AML investigation.

Best regards,
Xenex LLC

Hello,

Dear user, we kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Sincerely, administration of the BestChange exchanger monitor.

Hello
Yes, funds have been received. Thank you.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Thank you BestChange team for fast responce, i realy belive once your team help to back my coins
Thank you for support!

Hello Anita,

We wanted to follow up regarding your account verification process. We have requested video verification with the identity document you provided, but we noticed that there has been no response from you for several days.

Please be advised that your cooperation is essential to resolve this issue promptly. We kindly ask that you complete this verification as soon as possible to avoid any delays.

Thank you for your attention to this matter.

Best regards,
Xenex LLC

Sorry, but I'm send documents for clear costs, this many as need for clear btc. Don't cheat me. This is more than need. I still don't want to continue our deal, back my coins any way. Im now will provide link for AML check and bitcoincrystal report to BestChange administration. If you want, you can hold "NOTCLEAR" part of btc 2.2% for next disquise. Back my clear part and don't *** me.

3.3% sorry for mistake.

Hello Anita,

Kindly respond to our email and provide the requested video verification data for us to process your refund. Submitting claims here without responding to our email or providing the required information will not suffice. Please note that a refund is not possible without KYC verification. This is not a case of "returning a clear part of the coin and holding the rest"—we do not hold anything. To resolve this matter promptly, we request your cooperation in responding to our email and submitting the necessary data as soon as possible. Thank you for your understanding and timely action.

Best regards,
Xenex LLC

No no, anymore sends to you back my clear money, i have rechecked this on AMLBOT and BitcoinCrystal again, now I have successly from this money topup on amlbot my balance, and all ok.
Whant next you require after my video, my tits, key of my home? This is not right way of bussines, back my money, and don't waste my time please.

Anita,

Kindly respond to our email and provide the requested video verification data for us to process your refund. We appreciate your cooperation.

Best regards,
Xenex LLC

No more requests please, back my btc! ***.

I send documents, please don't use infinity loop of requirements for hold my money!

According to the laws of the European Union, this is regarded as *** of property!

Anita,

Unfortunately we still did not receive the the requested video verification data for us to process your refund.

Best regards,
Xenex LLC

I sendtoi you all documents required by your kyc tos. Now i want cancel our deal, back my money! you hasn't declarated on your ttos any information about video. Back my money! im canceling our deal!

You have many cases like this i see on trust pilod and other sites. Many claimes from your victims. Back my money!

Anita,

The reviews you see on other places are also available on this monitor and all of those cases are successfully resolved. Other cases have nothing to do with your order. The fact that you are unable to provide video evidence and claiming to no longer have access to government identity document that you sent days ago only makes the situation complex.

We are fully aware of the laws and terms. All you have to do is respond to our email and send the requested data to pass the KYC and get a refund.

Best regards,
Xenex LLC

On your KYC TOS you hasn't any words about video. What next i must send, ***?
All required documents send at first hour of this trouble.
Back my money please! Do not *** my coins!

Anita,

We are obligated to conduct Anti-Money Laundering (AML) checks in accordance with standard regulations. As outlined in Clause 9, Point No. 5 of https://www.xenex.site/tos/, you are required to provide additional documents upon request to comply with these standards.

This process is essential to adhere to our AML policy and prevent identity theft.

Please note that you only need to submit the specific documents we have requested. There is no need to provide any additional information or make assumptions about future requirements, as we only ask for the necessary details for AML investigations and Know Your Customer (KYC) verification.

We appreciate your prompt cooperation. If you have any questions, feel free to reach out to us.

Best regards,
Xenex LLC

I have checked on amlbot — coins are clear!
Back my money, Im canceling order! Back my money!

Anita,

Checking on AMLBot or any other service does not alter the terms you have agreed to. We still require the requested information to prevent identity theft, complete the KYC process, and issue your refund.

Please note that the funds remain frozen and are not accessible to us until you provide the necessary data.

Thank you for your understanding.

Best regards,
Xenex LLC

AMLBOT this is standard of checking for AML! So what platform and algorithms you are using?
Back my money!

Anita,

Writing only comments without sending the requested information will not resolve the issue. AML checker and AML investigation by AML officer are not the same thing. We request you to send the requested information and pass KYC to get refund.

Best regards,
Xenex LLC

You hold my btc, don't complate xmr transaction, so if im never send you video? you will hold my money forever?

Anita,

You have not provided the required video verification data that was requested. As per the agreed KYC terms, your funds will remain frozen until the KYC process is completed. Simply leaving comments without submitting the requested information complicates the situation further and raises concerns about potential identity theft. Please promptly provide the necessary information to complete your KYC verification.

Best regards,
Xenex LLC

Be course I have sent you documents, and never want to make videos, calls, etc. This is cryptocurrency world. Don't runing my privacy!
Back my btc, and don't *** my brain.
Don't *** my crypto!

Anita,

You have not provided the required video verification data that was requested. As per the agreed KYC terms, your funds will remain frozen until the KYC process is completed. Please provide the requested information to complete your KYC verification.

Best regards,
Xenex LLC

You are ***! Back my BTC!

So if Im don't want never send you my video, you will *** my BTC:D?

Anita,

Please provide the requested information to complete your KYC verification as per agreed terms and conditions.

Best regards,
Xenex LLC

Im don't want! I sned you docs, this is more than need, everyway!
Back my money! Im don't want send you any videos, any calls, any ***

Anita,

As per the agreed KYC terms, your funds will remain frozen until the KYC process is completed. Please provide the requested information to complete your KYC verification.

Best regards,
Xenex LLC

***, im dont aggre any vidos in you KYC TOS!
If im agree, Im now publicaly disagree.
Back my money!

This is copy paste of your rules. And here any word about video.
So back my money

AML/KYC
AML (Anti Money Laundering) is process of transformation of money which have been received in association with illegal activity (corruption, hacking, fraud, terrorism, etc.) or investments of any sort which in turn have a lawful appearance for full or partial concealment or distortion of the real sources of an origin of this money.

Xenex LLC reserves the right to apply AML/KYC procedure to certain users, addresses and particular crypto transactions and assets. AML/KYC policy is aimed at preventing and mitigating possible risks of Xenex LLC being involved in money laundering as well as any other illegal activities.

Within AML/KYC procedure Xenex LLC takes the following measures:

1. Collect necessary documents for the transaction and implementation of verification of identification data of the client according to the KYC Policy.

2. Monitor all suspicious operations of the clients.

3. Xenex LLC does not accept coins from sanctioned or prohibited/restricted platforms. Any funds from platforms such as Garantex, DoubleWay, MEGA Darknet Market, Wasabi Wallet, Darknetone, 1xBit, Primedice, and DuckDice will require KYC, and the amount will undergo verification for an indefinite period. Funds transferred to our exchanger from these or similar services will be permanently blocked.

If our financial monitoring or AML department detects any deposits from or attempts to withdraw funds to any of the following platforms, or others of a similar nature, the funds will be permanently blocked. We do not work with prohibited or restricted platforms, and the list of the most popular unsupported ones is provided below, though it is not limited to these:

– Garantex;

– Tornado Cash;

– Hydra;

– Blender.io;

– Lazarus Group;

– Genesis Market;

– ChipMixer;

– Shinbad.io;

– Netex24.net;

– Bitpapa.com;

– Capitalist.net;

– Commex.com;

– Rapira;

This also includes any Iranian platforms or other platforms from sanctioned or prohibited/restricted countries. The list is subject to updates and may expand as necessary.

4. 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.

5. All information provided by the client may be transferred to the relevant authorities at the request of law enforcement agencies,
by decision of courts, at the request of the administrations of the payment systems.

( If you do not complete or pass the AML/KYC procedure Xenex LLC has the right to terminate the execution of your transactions.)

So terminate the execution of my transactions, and back my money!

Anita,

Clause 1 of the AML/KYC policy states: "Collect necessary documents for the transaction and implementation of verification of identification data of the client according to the KYC Policy." Additionally, point 5 of clause 9 in the terms and conditions specifies: "Additional documents if requested."

In line with these provisions, verification data is requested to ensure compliance. Terminating the execution of the transaction implies that the transaction will be placed on hold until the AML and KYC checks are successfully completed. Please send the requested information.

Best regards,
Xenex LLC

I have sent all requested documents, any videos, calls, etc. this is not a document.
Im want to discard this order and requesting back of my funds.

Anita,

As per the agreed KYC terms, your funds will remain frozen until the KYC process is completed. Please provide the requested information to complete your KYC verification.

Best regards,
Xenex LLC

So if I don't want to send you my videos? You will hold it forever? How its gone? ))

Anita,

As per the agreed KYC terms, your funds will remain frozen until the KYC process is completed. Please provide the requested information to complete your KYC verification.

Best regards,
Xenex LLC

You are not answer to my question directly! It will be forever if Im don't want?
If yes this unbeliveble *** then )))

Anita,

As per the agreed KYC terms, your funds will remain frozen until the KYC process is completed. Please provide the requested information to complete your KYC verification.

Best regards,
Xenex LLC

Bakc my money, don't *** on KYC.

Anita,

As per the agreed KYC terms, your funds will remain frozen until the KYC process is completed. Please provide the requested information to complete your KYC verification.

Best regards,
Xenex LLC

I have sent documents 1 month ago. WHat do you mean? You haven't any word on your TOS about video. Don't hold my money, and back them!

Anita,

As part of our commitment to AML/KYC compliance, we must ensure the security and integrity of all assets we handle. Unfortunately, we have not yet received the information required to complete your KYC verification. Please note that while you may continue commenting without providing the requested details, this will not resolve the issue. The only way forward is to submit the required information at your earliest convenience to avoid further delays.

Best regards,
Xenex LLC

Ok hold dark part of monets before KYC processed, but back fully clear 97% of monets please! Elsewhere this is will be like as ***.
Back 97% of clear part of monets!

The company has been removed from the register of legal entities in Estonia. It concealed its true legal address and unlawfully used my funds.

I request that you promptly remove this company from your listing to prevent other users from being harmed.

Anita,

It’s been months since we requested the video file for verification, but you didn’t send it. Now you’ve returned to renew the claim, but this won’t resolve the issue. The transaction is still frozen. If you don’t complete the KYC process and provide the required information, we won’t be able to assist further, and the transaction could be permanently frozen due to suspected identity theft.

Best regards,
Xenex LLC

Ok you can freeze 3% of not clear part! Ok but you must back my clear monets! Anyway anywhere not required AML and KYC for clear crypto! Back 97% of my clear money!

Anita,

This is not how AML and KYC policy work. Please send the requested information.

Best regards,
Xenex LLC

Dear Xenex Support Team,

I am writing to formally request the immediate return of the funds I transferred to your platform for an exchange transaction. Unfortunately, the transaction was not completed because I declined to undergo the video verification process, as required by your platform.

While I understand that your platform follows KYC/AML procedures in compliance with EU regulations, I believe that the refusal to proceed with video verification should not result in the loss of my funds. According to Directive 2015/849/EU (the Fourth Anti-Money Laundering Directive), which mandates that cryptocurrency exchanges must carry out customer verification procedures, this regulation does not absolve exchanges from their obligation to return funds in cases where a service is not rendered due to failure to complete verification.

Furthermore, under Directive 2011/83/EU (the Consumer Rights Directive), consumers are entitled to a refund in the event that a service is not provided or the contract is not fulfilled, which applies in this situation as no exchange took place.

As the funds have been deposited into your platform but no exchange transaction was finalized, I kindly request the immediate return of the amount I sent to your platform.

If I do not receive a satisfactory response or resolution within 7 days, I will be forced to escalate this matter by filing a formal complaint with the Estonian Financial Supervisory Authority (EFSA) and the European Consumer Protection Commission. I hope we can resolve this matter promptly and amicably without the need for further escalation.

Please let me know as soon as possible how you intend to proceed with this request.

Thank you for your attention to this matter.

Sincerely,
Anita.

Anita, by creating your order, you agreed with the regulations of the exchanger.
Verification is one of the effective means of combating fraudsters and is necessary to protect honest users.

An exchanger that receives crypto assets containing high-risk tags may have their account blocked on the exchange, and there is also the possibility of problems with law enforcement agencies.

According to information security rules, you need to provide the requested data to the exchanger and wait for the verification to complete.

Thank you for your response. However, I must express my concern regarding your stance on this matter.

I understand that your platform adheres to KYC and AML regulations, and I appreciate the importance of ensuring compliance with these requirements. However, I would like to reiterate that my refusal to undergo the video verification process does not equate to identity theft or fraudulent activity. I simply declined to participate in a verification process that I felt uncomfortable with, but this should not result in the indefinite blocking of my funds.

As per Directive 2011/83/EU, I am entitled to a refund if no service has been provided, which in this case applies, as no exchange transaction was completed due to my decision not to complete the verification process. I am requesting the immediate return of the funds that were deposited into your platform, as no exchange took place, and the transaction remains unfulfilled.

I would like to remind you that, according to EU regulations, including Directive 2015/849/EU, failure to complete verification does not absolve the platform from its responsibility to return funds in cases where a service was not rendered. While I understand that KYC/AML compliance is necessary, this should not prevent me from receiving a refund for funds that were transferred to your platform but not utilized.

I respectfully request that you process the return of my funds as soon as possible. If this issue is not resolved promptly, I will have no choice but to escalate this matter to the Estonian Financial Supervisory Authority (EFSA) and the European Consumer Protection Commission, as I previously mentioned.

Thank you for your attention to this matter. I hope we can resolve this issue swiftly and without further complications.

Dear BestChange admin,

Thank you for your message and for clarifying the importance of verification as a safeguard against fraud. I appreciate the efforts of platforms to ensure compliance with KYC/AML regulations and maintain a secure environment for all users.

However, I must respectfully reiterate that my primary concern is the indefinite withholding of my funds despite no transaction being completed. While I understand that verification is a requirement for completing transactions, EU regulations, including Directive 2011/83/EU and Directive 2015/849/EU, emphasize that funds must be returned if no service is rendered.

In this case, since the exchange did not occur due to my decision to decline verification, I believe it is within my rights to request the return of my deposited funds. My refusal to proceed with verification should not be interpreted as fraudulent activity or identity theft, and I am willing to engage in further dialogue to clarify my position if necessary.

I kindly request that you assist in mediating this issue with Xenex LLC to ensure a fair and lawful resolution. If needed, I am prepared to provide supporting documentation to facilitate this process.

Thank you for your time and understanding. I look forward to hearing from you soon.

Sincerely,
Anita.

Dear Anita,

KYC (Know Your Customer) is mandatory in almost all jurisdictions, and we are fully aware of the applicable terms and conditions. It is essential to verify all details, especially in cases involving high-risk or suspicious activity. At this point, we cannot confirm if “Anita” is your real name. Kindly complete the KYC process to proceed with the refund.

Please note, even if you submit a formal request, completing the KYC will still be mandatory. We appreciate your understanding and cooperation.

Best regards,
Xenex LLC

Dear Xenex LLC Support Team,

Thank you for your response. While I understand the importance of KYC procedures in ensuring compliance with regulations, I must respectfully clarify that my refusal to complete the video verification process does not justify the indefinite withholding of my funds.

As previously mentioned, EU directives, including Directive 2011/83/EU and Directive 2015/849/EU, obligate service providers to return funds when no service is rendered. In this case, since the transaction was not completed due to my decision to decline verification, no service was provided.

I also emphasize that my refusal to undergo video verification does not amount to suspicious or fraudulent activity. The funds in question belong to me, and I have provided sufficient information to support my identity in written correspondence. While I acknowledge your right to enforce KYC procedures for transactions, such requirements cannot be imposed as a condition for refunding unutilized funds.

I kindly request that you process the return of my funds promptly. Should this matter remain unresolved, I will have no choice but to escalate it further by filing complaints with the relevant regulatory authorities, including the Estonian Financial Supervisory Authority (EFSA) and the European Consumer Protection Commission.

I hope we can reach a resolution swiftly and without the need for further escalation.

Anita,

Please provide the requested information.

Best regards,
Xenex LLC

Dear Anita,

Please do not duplicate your reviews. The duplicate was deleted.
We kindly ask you to lead a constructive communication within this review.

So ignoring...

As previously mentioned, EU directives, including Directive 2011/83/EU and Directive 2015/849/EU you must back my costs, or give me contact information who is holding for contact lawyers directly!

Dear BestCHange, please renew claim please!

Anita,

Please provide the requested information.

Best regards,
Xenex LLC

Hello Serg,

Sorry to hear about your experience. All of our exchange rate fixing terms are mentioned clearly. If you want to leave comment please use comment option not financial claim. We have completed your order according to the terms.

Best regards,
Xenex LLC

Hi everyone!
Actually I didn't mean any comments financial claim instead.
You need to compare to other your competitors in the fair way. Other exchangers apply their floating crypto rates fairly: if Bitcoin’s price falls, they pay out more USDT, and if it rises, they pay out less. But you guys are being ***—when it benefits you, you use a floating rate, and when it doesn’t, you suddenly switch to a fixed rate. No matter what you have at your "terms" No one cares.

Serg,

Thank you for your message. Our terms are clearly stated on the order page. While we understand you may not have reviewed them, many clients do and rarely raise concerns.

We’ve paid you as per the terms, and no further financial obligations remain. Please note, claims are only valid if the order is incomplete, which is not the case here.

Thank you for your understanding.

Best regards,
Xenex LLC

You need to compare to other your competitors in the fair way. Other exchangers apply their floating crypto rates fairly: if Bitcoin’s price falls, they pay out more USDT, and if it rises, they pay out less. But you guys are being ***—when it benefits you, you use a floating rate, and when it doesn’t, you suddenly switch to a fixed rate. No matter what you have at your "terms" No one cares.

Serg,

Each service has their own terms Our terms are clearly stated on the order page. While we understand you may not have reviewed them, many clients do and rarely raise concerns.

We’ve paid you as per the terms, and no further financial obligations remain. Please note, claims are only valid if the order is incomplete, which is not the case here.

Thank you for your understanding.

Best regards,
Xenex LLC

Just leave this honest review alone.

Serg,

Please note, claims are only valid if the order is incomplete, which is not the case here. Your review needs the status “Comment about the service” not “Financial claim”.

Thank you for your understanding.

Best regards,
Xenex LLC

It's incomplete isnt?

Serg,

We’ve paid you as per the terms, and no further financial obligations remain.

Best regards,
Xenex LLC

Your terms are aginst rules ant against common sense so don't mention them.

Serg,

We have processed your order according to the terms which you have agreed before creating the order. We do not have any financial obligations to you.

Best regards,
Xenex LLC

You do have instead just admit them.

Serg,

Please note, claims are only valid if the order is incomplete, which is not the case here. Your review needs the status “Comment about the service” not “Financial claim”.

Thank you for your understanding.

Best regards,
Xenex LLC

At list
In which section of your terms is the floating exchange rate explicitly mentioned, as it significantly reduces the attractiveness of your offer compared to those of other exchange services?
At. list.

Serg,

We understand that you are making efforts to keep the negative review active, even mentioned the creation of bots to do so during the live chat. While you are liable for your actions, it does not change the fact that we have fully adhered to the agreed terms and conditions. If the terms were not read or understood on your part, that cannot be held against us. The order was completed as per the outlined terms.

Best regards,
Xenex LLC

That fact i ***you dosen't cancel that fact you are *** who think they're outfoxed tehe system and who think theyr profit more important than fair play!
At list
In which section of your terms is the floating exchange rate explicitly mentioned, as it significantly reduces the attractiveness of your offer compared to those of other exchange services?
At. list.

Serg,

We would like to clarify that the term "sneaky" is inaccurate. We operate transparently, with all exchange rate terms explicitly mentioned upfront. If you do not agree with our terms, you are not obligated to place an order. That said, we fulfilled your order in strict accordance with our stated terms, and this claim has no valid basis. Thank you for understanding.

Best regards,
Xenex LLC

Simple question:
At list
In which section of your terms is the floating exchange rate explicitly mentioned, as it significantly reduces the attractiveness of your offer compared to those of other exchange services?
At. list.

Serg,

We operate transparently, with all exchange rate terms explicitly mentioned upfront on the order page. If you do not agree with our terms, you are not obligated to place an order. That said, we fulfilled your order in strict accordance with our stated terms, and this claim has no valid basis. Thank you for understanding.

Best regards,
Xenex LLC

Bla bla... Why? Can you answer straight to the question?

At list
In which section of your terms is the floating exchange rate explicitly mentioned, as it significantly reduces the attractiveness of your offer compared to those of other exchange services?
At. list.

Serg,

All exchange rate terms explicitly mentioned upfront on the order page. Your order was fulfilled in accordance with our stated terms, and this claim has no valid basis. Thank you for understanding.

Best regards,
Xenex LLC

Hello,

The exchange was made correctly, and you received the amount specified when creating the order. You agreed to the terms of the exchanger when creating the order.

Unfortunately, according to our rules https://www.bestchange.com/faq.html#complaint, a "complaint" type of feedback is allowed on our website if "the client has not received funds from the exchanger, and the due date has already passed" only. In any other case, please use a "comment" type of feedback.

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

Sincerely, administration of the BestChange exchanger monitor.

You just didn't check the issue thoroughly/ Dom't care, I'll help you to punish *** exchanger.

Serg,

We ask you to refrain from self-copying by creating duplicate claims, as this is not welcomed by the monitoring administration.

Please, conduct the dialogue within the previously created comment. Your new claims have been deleted.

We apologize for any potential inconvenience.

Hello Mykhailo,

Thank you for your feedback! We're glad to hear everything went smoothly. We appreciate your trust and look forward to serving you again.

Best regards,
Xenex LLC

Hello Siarhei,

Your KYC process is currently under review. Please wait while we complete the verification. We’ll notify you as soon as it is finalized.

Thank you for your patience!

Best regards,
Xenex LLC

Please provide your legal address and contact information for the supervisor in order to prepare an official request.

Siarhei,

Kindly avoid renewing claims for personal support request. For any order related support or legal questions contact us at help@xenex.site

Best regards,
Xenex LLC

Please provide your legal address and contact information for the supervisor in order to prepare an official request. Please send it to my mail.

Siarhei,

Kindly avoid renewing claims for personal support request. For any order related support or legal questions contact us at help@xenex.site

Best regards,
Xenex LLC

I have sent an official email to you, but have not received a reply. Could you please let me know why the verification process has taken more than 10 days? According to your website, the verification process should take no more than 7 days. Your service is holding my money for no legitimate reason, and this seems like ***.

Siarhei,

Please wait for our response via email. Your transaction failed the AML (Anti-Money Laundering) check, resulting in its freezing and a KYC (Know Your Customer) request. We have already explained why this process is taking time and what policy you have violated apart from AML check.

The review is ongoing, and we kindly ask for your patience while it is completed. If law enforcement agencies wish to contact us regarding a legal request, they can do so at help@xenex.site.

Thank you for your understanding.

Best regards,
Xenex LLC

I have sent you an email regarding my inquiry, but have not yet received a response. I would appreciate it if you could please let me know what has caused the verification process to take longer than 10 days, as per your website, it is supposed to take no more than 7. Your company is holding my funds for no justifiable reason, and it seems like a *** practice. In order to prepare a formal complaint, I would need your legal address and contact details for your supervisor.

Siarhei,

This serves as a final reminder that all support-related inquiries are handled exclusively via email at help@xenex.site. Your transaction has been flagged by our AML department, and we have identified and informed you about the violations of our Terms of Service. Please await the completion of the review process. Rest assured, we are following standard procedures.

Our support agents have already responded to your email today. Email responses take time, so please expect a response from us.

For law enforcement requests, the relevant enforcement body can contact us at help@xenex.site using their official designated email and providing a badge number.

Thank you for your cooperation.

Best regards,
Xenex LLC

***.

These are ***. They are holding my funds for more than $10,000 for over 10 days, under the pretense of an anti-money laundering check.
Please stay away from them. They are not a legitimate Estonian company and are not registered with the Estonian register of legal entities. You can check this here: ***
Their address is hidden, and they are clearly ***!

Hello,

Unfortunately, according to the AML analysis, the transaction was blocked as suspicious.

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.

Dear BestChange exchanger monitor,
I am writing to express my concern about the situation with Xenex LLC, which is listed as an exchanger on your platform. They are holding my funds in this company for more than $10,000 and I have been waiting for a response for more than 10 days. The company used the pretext to conduct anti-money laundering checks to delay the return of my funds. The application ID is ***.
According to your website, Xenex is an Estonian company, but in fact, it has been excluded from the register of legal entities in Estonia. The company is hiding its real address and refusing to return my funds. Any checks could be done within 10 days, but this seems to be just an excuse for stealing money.
I have submitted a request for assistance to support@bestchange.com, but have not received a response from your team. I kindly ask you to please take action and help me resolve this issue.
Thank you for your attention.

Siarhei,

Our website clearly states all the terms. We are following the standard procedures. Please expect a response as soon as KYC is completed. For law enforcement requests, the relevant enforcement body can contact us at help@xenex.site using their official designated email and providing a badge number.

Thank you for your cooperation.

Best regards,
Xenex LLC

Siarhei,

KYC is successful. Please respond to our email for refund.

Best regards,
Xenex LLC

Dear Siarhei,

The exchanger expects information from you for a refund. Please provide feedback on the exchanger's request.

Sincerely, administration of the BestChange exchanger monitor.

Siarhei,

We are still waiting for you to provide the refund wallet address. Please share it at your earliest convenience.

Best regards,
Xenex LLC

Siarhei,

Your refund has been completed.

Best regards,
Xenex LLC

Dear Siarhei,

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

Sincerely, administration of the BestChange exchanger monitor.

Dear BestChange Exchanger Monitor, I have got by founds back, thanks.

Finally they received my funds on 11/28/2024 in the amount of 10,000 USDC for exchange to BTC. Instead of exchanging, they withheld my funds under the guise of AML verification for more than 20 days and returned it only on 12/17/2024 after numerous complaints.

According to your website, Xenex is an Estonian company, but in fact it has been excluded from the register of legal entities in Estonia. The company hides its real legal address and illegally used my funds.

I ask you to immediately exclude this company from listing on your site so that other users do not suffer.

Siarhei,

Thank you for your message and confirmation of the return of funds. Please note that AML (Anti-Money Laundering) checks are a standard and mandatory procedure, not as you claim this is something done arbitrarily. Your transaction was flagged and on top of that it violated our terms: you placed an order from an unsupported country and provided identity documents originating from that country which made the procedure complicated. We are committed to following all applicable laws and regulations. As a result, your claim is no longer valid.

Best regards,
Xenex LLC

Dear Client,

Thank you for your feedback! We’re pleased we could protect your money. Please ensure careful selection of networks in future transactions, as errors can lead to financial loss. Our team is always here to support you.

Best regards,
Xenex LLC

Hello Tommy Hipp,

You did not specify your order ID on this comment. Please let us know your order ID or contact us at help@xenex.site to check your order.

Best regards,
Xenex LLC Support

Hello Tommy Hipp,

Please provide us with information on your order at support@bestchange.com or help@xenex.site to clarify the situation. If there is no data, the review may be considered defamatory.

Kind regards, BestChange administration.

There was no profanity in this comment. I do have evidence because I have the screenshots from my conversation with their customer service.

Tommy Hipp,

What is your order ID?

Best regards,
Xenex LLC Support

Hello Karim,

We received two orders from you. You requested a refund for one of them because of probable price fluctuation. The other one was carried out successfully. Being able to offer the best rate makes us delighted. We currently do not have any monetary obligations to you. For any account related concerns kindly write to us at help@xenex.site.

Best regards,
Xenex LLC Support

Hello!

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

Best regards, BestChange administration.

Hello Marci,

Sorry for your inconvenience. Your order was placed on 10.07.2023 at 16:09:53. You were not referred by any partner service including Bestchange, rather you have placed direct order. You have placed order for a privacy coin to a wallet that is flagged by security system.

You have sent less money, if you sent less money that is not the fault of ours and your wallet having connections to high risk entities has nothing to do with us. Rather we have worked very hard for you to unfreeze your amount and processed the order even though the price fell significantly and protected you from almost $1k financial loss.

It is surprising that you have sent less coins than original order and then you have used high risk wallet address and we have worked tirelessly to unfreeze your money, on the contrary we have protected you from falling exchange rate upon your request and here after weeks of order completion we are seeing this!

We are thankful to you for using our service. We are sorry for your inconvenience and glad to know that your issue is fully resolved.

Best regards,
Xenex LLC Team

Hello Liu,

Thank you for sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Kamil,

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

Best regards,
Xenex LLC Team

I have on my email confirmation from them the sum of 1999$ to receive. i sent everything instantly with pretty high comission. and got 1989$. right after completion i checked the rate on their website again - its even better than it was.

strongly do not recommend this exchange

Hello!

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

Best regards, BestChange administration.

Hello Btc928,

Sorry to hear about this. We could not find any support request from you. Please contact our support to check and solve any issues.

Best regards,
Xenex LLC Team

Hello Maks,

Thank you for sharing your valuable opinion.

Best regards,
Xenex LLC Team

Hello Nikola,

Thank you for sharing your experience.

Best regards,
Xenex LLC Team

Hello Ali,

Thank you for sharing your valuable opinion.

Best regards,
Xenex LLC Team

Hello Delapez,

Thank you for sharing your experience.

Best regards,
Xenex LLC Team

Hello Oleg,

We have already showed you that you got exactly what you have created the order for. You also have email records from us. BTC price fell after the order is completed that is not on us. We do not control BTC market.

Best regards,
Xenex LLC Team

Hello Jozsi,

Thank you for sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Vida,

Thank you for sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Diego,

Thank you for sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Foote,

Thank you for sharing your experience.

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 Arhim,

Thank you for sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Wood,

Thank you for your kind words.

Best regards,
Xenex LLC Team

Hello Barak,

Thank you for sharing your experience.

Best regards,
Xenex LLC Team

Hello Charline,

Thank you for sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Kevin,

Thank you for sharing your experience with us. We are glad to know that you are satisfied with our service.

Best regards,
Xenex LLC Team

Hello dear customer,

Thank you for your valuable opinion.

Best regards,
Xenex LLC Team

Hello Nathan,

Thank you for sharing your experience with us.

Best regards,
Xenex LLC Team

Hello Allan,

Our support agents were unavailable because it was outside of our working hour. There was a minor technical glitch and it has been fixed and your order is processed. Sorry for the inconvenience.

Best regards,
Xenex LLC Support

Hello Sylvia,

Thank you for your valuable opinion.

Best regards,
Xenex LLC Team

Hello Rufus,

Thank you sharing your experience with us.

Best regards,
Xenex LLC Team