Благодарим за выбор нашего сервиса. Будем рады видеть вас снова!

С искренней признательностью, команда BitBuy.

Искренне признательны за ваш комментарий. Всегда стараемся делать обмены максимально удобными.

Команда BitBuy к вашим услугам.

Благодарим за доверие! Нам действительно приятно читать такие отзывы.

С наилучшими пожеланиями, команда BitBuy.

Нам очень приятно читать такие комментарии. Спасибо за поддержку!

Искренне благодарны, команда BitBuy.

Благодарим за высокую оценку нашей работы. Это лучшая мотивация двигаться дальше.

С благодарностью, команда BitBuy.

Спасибо, что выбираете нас! Постараемся и дальше оправдывать ожидания.

Всегда рады сотрудничеству, команда BitBuy.

Искренне благодарим за доверие и положительный отклик.

Будем рады новым обращениям, команда BitBuy.

Благодарим за положительный отклик. Работаем для вашего удобства и безопасности.

С уважением и вниманием к каждому клиенту, команда BitBuy.

Спасибо за добрые слова! Мы стараемся, чтобы каждый обмен проходил спокойно и быстро.

С уважением и благодарностью, команда BitBuy.

Благодарим за выбор нашего сервиса. Будем рады видеть вас снова!

С искренней признательностью, команда BitBuy.

Здравствуйте, Ralph, связались с вами в телеграмм

Dear Ralph,

We have carefully reviewed your comment and would like to clarify the actual circumstances of this situation, as several statements in your review directly contradict the documented correspondence with the recipient of the funds.

First of all, your exchange transaction was completed on July 3, 2026. We would also like to clarify that you, as the person who created the exchange request, and Kristina, the actual recipient of the funds, are two different individuals.

On July 3, immediately after Kristina reported restrictions imposed by Sberbank, our legal department contacted her and began providing the necessary assistance.

During the conversation, it was established that the restrictions were imposed under paragraph 9 of Article 9 of Federal Law No. 161-FZ. These are internal bank security restrictions associated with activity that the bank's automated monitoring system considers unusual. Such restrictions may be applied when the bank suspects that a card has been lost, transferred to a third party, or is being used by someone other than its legitimate owner.

These restrictions are fundamentally different from restrictions associated with suspicious incoming transfers or allegations of fraudulent activity. Therefore, your claim that the account was blocked specifically because the payment was divided into several smaller transfers is not supported by the information available to us.

During our conversation on July 3, Kristina confirmed that she was outside Russia and would not be able to return before August. Being abroad may itself have contributed to the bank's automated security system identifying unusual activity and suspecting that the card was being used by a third party.

Our legal department explained that resolving these restrictions generally requires visiting a Sberbank branch in person to confirm the cardholder's identity. We also discussed the possibility of contacting the bank remotely.

We would particularly like to emphasize that, based on our extensive practical experience with identical restrictions, they have been successfully removed in 100% of cases where the account holder personally visited a Sberbank branch and completed the necessary procedure.

Throughout our entire experience handling this specific type of restriction, we have not encountered a single case in which an account holder who completed the required procedure at the bank was unable to resolve the issue.

We emphasize that these are precisely the restrictions imposed under paragraph 9 of Article 9 of Federal Law No. 161-FZ, rather than restrictions associated with suspected fraudulent origins of incoming funds. They are imposed by the bank's internal security algorithms when unusual card activity is detected.

Throughout July 3, our specialists remained in contact with Kristina, explained the nature of the restrictions, answered her questions, and clarified the procedure for obtaining payment receipts.

Regarding the requested documents, we explained that supporting receipts for specific transfers are provided in accordance with our service terms upon receipt of an appropriate bank request identifying the relevant transaction.

On July 4, our legal department followed up with Kristina and requested further communication. However, no response was received.

Today, October 16, more than three months after the original exchange, you published a review claiming that we refused to assist and provide the necessary explanations. This statement directly contradicts our documented correspondence.

Following your review, our legal department contacted Kristina again to determine whether she had visited Sberbank, whether the restrictions remained in place, and whether any additional assistance was required.

Despite numerous messages and attempts to reach her, we received no substantive response, and further communication was blocked.

We also contacted you directly by email, including a personal message from our CEO, expressing our willingness to provide comprehensive assistance in resolving this situation. Unfortunately, we have not received a response from you either.

We find it particularly concerning that your review accuses our service of refusing assistance, while our documented correspondence demonstrates repeated efforts to help the recipient both in July and today.

Furthermore, it remains unclear whether Kristina has actually visited a Sberbank branch and completed the procedure explained to her more than three months ago. Without this information, there is no basis to conclude that the restrictions cannot be resolved.

We remain fully committed to resolving this matter and once again ask you to clarify whether Kristina has visited a Sberbank branch since July and whether the restrictions are still active.

Our legal department is ready to provide all necessary guidance and assistance throughout the process. Based on our experience, these restrictions are fully resolvable, and we are confident that we can assist Kristina in achieving the same result.

However, resolving restrictions imposed directly by the bank requires the cooperation and personal participation of the account holder.

We respectfully ask you to reconsider the inaccurate statements in your review and contact us so that we can work toward a final resolution.

Best regards,
BitBuy Team

Dear Bitbuy Team,

Your response does not change the fact that, when the issue was first raised, your team was reluctant and ineffective in providing the required support. It is therefore not surprising that significantly more attention is being given now that a public review has been posted.

BestChange now has the relevant facts, correspondence and documents and will review the matter independently. If they conclude that Bitbuy bears no responsibility, the review will be removed.

Until then, I stand by my comments and invite you to review the Telegram correspondence from July. Please also stop sending repeated messages by Telegram and email that do not contribute to resolving the matter, and avoid making inaccurate accusations or conclusions.

I also do not consent to the publication or further mention of any third-party names in public comments or responses. Please remove any such names already disclosed and refrain from identifying any other individual going forward.

The bank clearly indicated that the restriction was linked to the source/nature of the incoming transfer and requested supporting information. If you disagree, I suggest obtaining proper banking/compliance advice before making further assertions.

Regards,
Ralph.

Dear Ralph,

We have reviewed your response and would like to clarify several important points one final time.

On July 3, immediately after the restrictions were reported, our legal department contacted the recipient and provided detailed explanations regarding the nature of the restrictions under paragraph 9 of Article 9 of Federal Law No. 161-FZ, as well as the procedure required to resolve them.

We would like to emphasize once again that, based on our extensive experience with this specific type of Sberbank restriction, 100% of cases in which the account holder personally visited a bank branch and completed the required procedure have been successfully resolved. We have not encountered a single exception in our practice.

During the conversation on July 3, the recipient explicitly confirmed two important facts:

1. They were outside Russia and did not expect to return before August.
2. They had confirmed that resolving the restrictions required their personal presence at a Sberbank branch.

At that point, our legal department had already provided the necessary explanations and guidance. Since the recipient was outside Russia and could not visit the bank, there were no further practical steps our specialists could take on their behalf. We cannot physically visit a bank branch instead of the account holder or override restrictions imposed by Sberbank.

On July 4, our legal department followed up and explicitly stated that we were awaiting further communication. That message remained unanswered.

Neither you nor the recipient contacted us again to request additional assistance during the following three months.

You also suggest that our team only started paying significant attention to this situation after your public review was published.

Of course, we responded to your review and made additional attempts to contact the recipient. You publicly accused our service of refusing assistance, and it is entirely reasonable that we would respond to such allegations, clarify the circumstances, and once again offer our help.

However, this does not change what actually happened in July.

Our legal department had already provided the necessary assistance, explained the procedure for resolving the restrictions, and remained available for further communication. The recipient stopped responding on July 4, and no further requests for assistance were received until your public review appeared on October 16.

Therefore, portraying our response to your public review as evidence that we were previously unwilling to help is misleading. The fact that the recipient stopped communicating cannot reasonably be presented as a failure or refusal on our part to provide assistance.

You also claim that the bank specifically linked the restrictions to the source or nature of an incoming transfer. However, this assertion does not establish that the restrictions were caused by our exchange transaction. If there is an official bank document confirming such a connection, it should be provided to BestChange for an objective assessment.

Furthermore, today, October 16, our legal department once again contacted the recipient and provided detailed instructions explaining how to resolve these restrictions by visiting a Sberbank branch. We also offered additional assistance and asked whether the recipient had already visited the bank.

Instead of answering these questions or cooperating with our specialists, the recipient subsequently blocked our legal department's Telegram account.

We find this particularly unreasonable. You continue to accuse our service of refusing assistance, while the recipient has been provided with the necessary instructions on multiple occasions and has now prevented further communication.

Furthermore, despite our repeated requests, we have still not received an answer to one fundamental question: **Has the recipient actually visited a Sberbank branch and followed the instructions provided by our legal department?**

More than three months have passed since these instructions were first provided, yet neither you nor the recipient has confirmed that the necessary steps were ever taken.

We find it unreasonable to continue holding our service responsible for unresolved restrictions when there is not even confirmation that the account holder has attempted to complete the procedure required to remove them.

Let us emphasize once again: in our documented experience, these specific restrictions have been successfully resolved in 100% of cases where the account holder visited a Sberbank branch and completed the required procedure.

All necessary explanations and instructions have already been provided, both on July 3 and again today. We have repeatedly offered additional assistance, yet our attempts to help have been ignored or rejected.

We cannot resolve bank-imposed restrictions on behalf of an account holder who does not complete the required procedure and refuses to cooperate with our legal department.

We have already provided BestChange with the relevant explanations and correspondence, and we are confident that the documented facts demonstrate that BitBuy has fulfilled its responsibilities.

We will respect your request to cease further direct communication and refrain from identifying third parties in public responses.

Best regards,
BitBuy Team

Спасибо вам за такие тёплые слова! Очень рады, что обмен прошёл комфортно

С уважением, команда BitBuy.

Спасибо за выбор нашего сервиса и за позитивную обратную связь!

С признательностью, команда BitBuy.

Очень приятно, что вы остались довольны. Значит, всё делаем правильно!

Искренне ваша команда BitBuy.

Очень приятно получать такую обратную связь. Благодарим за выбор нашего обменника!

С теплом, команда BitBuy.

Спасибо, что поделились впечатлением! Всегда рады видеть вас среди наших клиентов.

Команда BitBuy всегда на связи.

Спасибо за тёплые слова и высокую оценку. Это мотивирует нас работать ещё лучше.

С уважением и заботой о клиентах, команда BitBuy.

Спасибо за отзыв! Постараемся и дальше держать такой же уровень сервиса.

Всегда к вашим услугам, команда BitBuy.

Спасибо за обратную связь! Рады, что смогли быть полезными.

С благодарностью за доверие, команда BitBuy.

Спасибо за доверие и хорошее настроение в отзыве

Будем рады видеть вас снова, команда BitBuy.

Благодарим за доверие к нашему сервису. Для нас это действительно важно.

С лучшими пожеланиями, команда BitBuy.

Спасибо за ваш отзыв! Рады, что всё прошло без лишних вопросов.

С уважением к вам, команда BitBuy.

Искренне признательны за ваш комментарий. Всегда стараемся делать обмены максимально удобными.

Команда BitBuy к вашим услугам.

Благодарим за доверие! Нам действительно приятно читать такие отзывы.

С наилучшими пожеланиями, команда BitBuy.

Искренне признательны за ваш комментарий. Всегда стараемся делать обмены максимально удобными.

Команда BitBuy к вашим услугам.

Благодарим за выбор нашего сервиса. Будем рады видеть вас снова!

С искренней признательностью, команда BitBuy.

Спасибо за ваш отзыв! Рады, что всё прошло без лишних вопросов.

С уважением к вам, команда BitBuy.

Очень приятно получать такую обратную связь. Благодарим за выбор нашего обменника!

С теплом, команда BitBuy.

Спасибо за выбор нашего сервиса и за позитивную обратную связь!

С признательностью, команда BitBuy.

Спасибо за добрые слова! Мы стараемся, чтобы каждый обмен проходил спокойно и быстро.

С уважением и благодарностью, команда BitBuy.