Обменный пункт ClickPay

Здравствуйте, Harald E.,
We would like to clarify that the AML request was issued by the regulator, and the requested documents have not been provided by you. Please note that we can re-send the requirements to your email if necessary.

We have been in communication with you for more than a year regarding this matter, and throughout this entire period the requested documents were never submitted. It is only now, after more than a year and at a time when the Bitcoin price has increased, that you have chosen to raise this matter as a complaint.

We kindly remind you that until the required documents are fully provided, we are unable to proceed further.

Your statement is misleading and unacceptable. I have already submitted the requested documents multiple times. Instead of processing them, you continuously introduced new and unclear requirements. Such conduct is neither transparent nor lawful, causes deliberate delays, and does not appear to comply with EU AML and data protection regulations.

The claim that no documents were ever submitted is false. The ongoing refusal to release my BTC over such an extended period cannot be justified and raises serious concerns regarding the handling of client assets.

In accordance with EU data protection regulations, I further expect:

secure and verifiable data transmission, and

a transparent and complete list of all recipients to whom my personal data has been or will be disclosed.

Unless you immediately provide a clear, final, and legally substantiated list of requirements, the requested transparency regarding data processing, and a binding timeline for the release of my funds, I will escalate this matter without further notice to the competent financial supervisory and consumer protection authorities and, if necessary, pursue legal action including claims for damages caused by the unlawful retention of my assets.

Harald E., We strictly follow the applicable regulations and request only the information required by the AML regulator. The documents requested from you now are the same as those that were requested a year ago — the requirements have not changed.

In fact, this has worked in your favor, since the transaction was frozen and not executed through the order when it was placed. However, in order to release the frozen amount, the requested information must be provided to the AML regulator.
As we have explained before, we are doing our best to assist you, but the requirements are not set by us, and the freeze was imposed by the regulator.

I have noted your explanation, but it does not reflect the actual situation. I have submitted all requested documents multiple times over the past year, yet each time additional and unclear requirements were introduced, preventing the release of my btc. The btc have been **frozen since 21.12.2023**. This repeated shifting of requirements is neither transparent nor reasonable and raises serious concerns regarding compliance with eu aml and data protection regulations.

It is misleading to suggest that the freeze benefits me, as my assets have been withheld for over a year without any lawful justification or clear timeline. While the regulator may set aml requirements, it is your responsibility as a service provider to handle submissions correctly, ensure secure and compliant data transmission, and provide a transparent list of all recipients to whom my personal data has been or will be disclosed, as required under eu law.

I therefore reiterate my request for:

* a clear, final, and legally substantiated list of all requirements,
* confirmation of the secure transmission of my data, and
* a binding timeline for the immediate release of my btc.

Pay back my btc!

Harald E., We have already provided you with the clear requirements by email a year ago, then repeated them again a few months later, and once more several months ago during our correspondence. Most recently, we repeated the same requirements just a few weeks ago.

We are not changing anything — the requested documents remain exactly the same. Until you provide the information required by the regulator, the transaction cannot be unfrozen.

At this point, it seems you either do not hear us or do not want to hear us, and instead you continue sending template-style messages. We are still waiting for the requested data from you.

* confirmation of the secure transmission of my data,

A clear, final, and legally substantiated list of all requirements and! recipients!

Harald E., We confirm that any documents and personal data you provide are transmitted exclusively and securely to the AML regulator through protected channels. No other parties receive or will receive your data.
The list of requirements remains final and unchanged. It is the same set of documents that was communicated to you a year ago, then repeated several months later, and again a few weeks ago.

To proceed with the unfreezing of your transaction, it is essential that you submit the requested documents in full. Until then, the regulator’s block cannot be lifted.

According to EU regulations, I request a secure and transparent method for submitting my personal data in compliance with AML and data protection rules. The current practice of providing data via unsecured email to unknown or non-transparent third parties violates EU law and is therefore illegal.

I remind you that withholding my funds unlawfully may have serious legal consequences, including potential license loss for your company. Under EU AML and MiCA regulations, crypto service providers are required to process AML-related documents securely, limit freezing of assets to what is legally justified, and comply fully with data protection obligations.

I expect immediate implementation of a secure, transparent procedure for data submission, and a binding timeline for the release of my BTC. Failure to comply will compel me to escalate this matter to the relevant regulatory authorities and pursue legal action.

Harald E., We must emphasize once again that the requirements have not changed. They were clearly communicated to you by email a year ago, repeated several months later, and once again a few weeks ago. The documents requested remain exactly the same.

All submitted information is transmitted exclusively and securely to the AML regulator through protected channels. No other parties receive your data. Suggesting otherwise is unfounded and misleading.

It is important to understand that we do not simply have no right to lift the freeze without the regulator’s clearance — we are technically and legally unable to do so. The block was imposed by the AML regulator, and only the regulator can authorize its removal once the required documents are provided.

We therefore strongly urge you to stop raising unsubstantiated claims and repeating the same arguments already addressed in our prior correspondence. The only way forward is for you to submit the requested documents in full, as repeatedly communicated. Until then, the freeze cannot be lifted.

I will only provide the requested documents once a secure and compliant submission method is established according to EU data protection rules, and a full, transparent list of all data recipients with confirmation of secure handling is provided.

Any requests to send my personal data via unsecured email are illegal and do not comply with EU regulations. The company must follow secure, transparent, and lawful procedures before accessing my assets.

I am willing to provide the requested documents once a secure submission method is established in accordance with EU data protection regulations, and once you provide a transparent list of all recipients of my personal data along with their confirmation of compliance with secure data handling standards.

Any other requests, including the transmission of personal data via unsecured email, do not meet the requirements for a secure and compliant submission under EU law and cannot be accepted.

I therefore insist that all further communication and document submissions strictly follow a secure and transparent procedure as mandated by EU regulations.

Harald E., It is clear that you are not ready to cooperate, as you continue inventing excuses instead of providing the requested documents. We have been operating for more than 10 years and have never had a similar case with any other client.
We have already confirmed and guaranteed that the submission procedure is secure. Moreover, you accepted these requirements yourself when creating the original order. Therefore, there is no need to invent new and unclear demands.
If you had invested as much time into cooperating with the AML process as you have spent on writing repeated complaints, your funds would have been released long ago.

I disagree with your characterization. I have never refused to cooperate, but I insist that any submission of documents must comply with EU data protection regulations. This includes:

a secure and verifiable method for transmitting my personal data, and

a transparent list of all recipients of my data, along with their confirmation of secure handling according to EU standards.

Until these requirements are met, any request to submit documents via unsecured channels, including standard email, cannot be accepted, as it would violate EU law and expose my personal data to illegal handling.

My position is not intended to delay the AML process unnecessarily, but to ensure that all data transmission and processing is compliant, secure, and transparent, as required under EU regulations. Once a compliant procedure is in place, I am ready to provide the requested documents immediately.

To date, you have not informed me which regulator authorized the freeze of my BTC.

Additionally, I require clarification regarding my personal data:

- Who will receive my data?

- How will my data be evaluated or processed?

- When will my data be deleted?

I reiterate that any submission of documents will only occur once these questions are clearly answered and a secure and EU-compliant method for transmitting my personal data is provided. Any requests for data submission via unsecured channels remain unacceptable and illegal under EU law.

Which regulator authorized the freeze of my BTC.

Harald E., We have assured you that the submission procedure is secure, yet you continue to claim that this does not suit you and present an additional list of requirements of your own. How is it possible to cooperate in such conditions?
We have clearly communicated the documents requested by the AML regulator. Unfortunately, you refuse to cooperate, and under these circumstances we see no point in continuing further discussions or developing this review.

We still expect you to provide the requested documents so that the case can be submitted to the AML officer.

I have the right to the security of my personal data under EU law. Specifically, the General Data Protection Regulation (GDPR, Regulation (EU) 2016/679) guarantees that all personal data must be:

- processed lawfully, fairly, and transparently,

- collected for specified, explicit, and legitimate purposes,

- stored securely, and

- deleted once the purpose of processing has been fulfilled.

Until you can demonstrate a secure and EU-compliant procedure for the submission and handling of my personal data, I cannot provide additional documents. Any requests to transmit my data via unsecured channels violate EU law and are therefore unacceptable.

Hello,

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

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 take note of your message. However, I must strongly emphasize the following:

You have not provided any clear evidence or report of the alleged AML analysis that classifies my transaction as "high risk" or "associated with illegitimate sources." According to EU regulations, such claims must be transparent, documented, and verifiable.

I have the right to data security and transparency under the EU General Data Protection Regulation (GDPR, Regulation (EU) 2016/679). This includes the right to know:

which regulator imposed the freeze,

who receives and evaluates my data,

how this data is processed, and

when it will be deleted.

The continued withholding of my BTC without providing transparent, secure, and legally substantiated procedures may constitute unlawful retention of client assets and could have consequences under EU financial supervision and licensing rules.

I therefore formally request:

the official AML analysis report that triggered this classification,

identification of the regulator responsible for the freeze,

a secure and EU-compliant method for data submission, and

a binding timeline for the release or refund of my BTC.

Until these requirements are met, I cannot accept your position as justified under EU law.

Harald E., We note that both the platform where you created the order and our monitoring provider classify this transaction as high risk. If neither our confirmation nor the monitoring assessment is authoritative for you, you are free to verify the transaction yourself via the original service, public blockchain explorers, and any independent AML-screening tools.

The AML officer does not issue reports to clients. The transaction remains flagged. The only way forward is for you to provide the requested documents in full so the regulator can review the case. Until then, we are not able to lift the freeze.

I take note of your statement. However, the position you present remains insufficient and raises serious concerns:

1. **Transparency:** Refusing to provide any documented evidence or official AML report while continuing to withhold my assets is neither transparent nor compliant with EU standards. Under EU law, clients have the right to know the basis on which their funds are frozen.

2. **Regulator Identification:** To this day, you have not disclosed which regulator has imposed the freeze. Without this information, your claim of regulatory enforcement lacks credibility.

3. **Data Protection:** I reiterate that I will only provide documents through a **secure and EU-compliant submission channel**, along with a clear disclosure of all data recipients and their data-handling standards. Requests for unsecured transmission via email remain unacceptable and contrary to the **GDPR (Regulation (EU) 2016/679)**.

4. **Client Rights:** The continued freezing of my BTC since **21.12.2023** without transparent justification, official documentation, or a lawful process could constitute an unlawful retention of client assets under EU law.

Accordingly, I again request:

* The identity of the regulator responsible,
* A transparent, documented basis for the freeze,
* A secure, compliant procedure for any document submission, and
* A binding timeline for resolution.

Until these are provided, I cannot accept your current position as valid or lawful.

Harald E., We understand your wish to receive detailed information about why the transaction was not credited. However, we must inform you that, for several important reasons, we are unable to disclose this information.

The main reasons are as follows:
1. Security: disclosing the specific grounds for a freeze could create risks of misuse of this information by bad actors. This would endanger the protection of other clients and weaken the overall reliability of our system.
2. Legal compliance: our company is required to follow strict legal norms and internal policies, which limit the possibility of providing detailed explanations regarding AML-related freezes.

We acknowledge that this situation may cause you inconvenience, and we regret that. However, our priority is the safety and security of all clients.

At the same time, the only way forward is for you to provide the documents requested by the AML regulator so that the case can be processed. Without this, the freeze cannot be lifted.

I acknowledge your explanation, but it remains insufficient and raises serious concerns regarding transparency and compliance with EU regulations.

1. Right to Information: Under EU law, including GDPR (Regulation (EU) 2016/679) and AML directives, clients have the right to be informed of the legal and factual basis for the freezing of their assets. Simply citing “security” or “internal policy” does not satisfy these obligations.

2. Regulator Identification: You still have not disclosed which regulator ordered the freeze. Without this information, your claim of regulatory enforcement lacks transparency and credibility.

3. Data Security: I will only provide documents through a secure and EU-compliant submission process, with full disclosure of all data recipients and confirmation of their secure handling of my personal data. Any request to transmit sensitive data via unsecured channels, including standard email, violates EU law and is unacceptable.

4. Unlawful Asset Retention: My BTC have been frozen since 21.12.2023. Prolonged withholding without transparent justification or lawful procedure could constitute unlawful retention of client assets under EU law and expose the service provider to legal and regulatory consequences.

I therefore formally request:

- Identification of the regulator responsible for the freeze,

- A transparent, documented basis for the freeze,

- A secure and compliant procedure for document submission, and

- A binding timeline for the release of my BTC.

Until these conditions are met, I cannot accept the current position as legally or procedurally valid.

Harald E., We must once again clarify the situation. Your transaction has been classified as high risk. This classification can be independently verified, and no further proof is required from our side.

The next and only step is the submission of the requested documents. Without these documents, we are unable to forward the case to the AML officer, and therefore the freeze cannot be lifted.

Until the required information is provided, we do not see grounds to continue further correspondence on this matter. Please send the requested documents to our email so that the case can proceed for regulatory review.

Thank you for your understanding.

The ClickPay service received all requested information on the same day. Subsequently, we submitted additional documents.

After we inquired about the legal basis for the freeze and the initiating authority responsible for it, we were only told that further information was required.

To date, we have received no information regarding:

- the exact reason for the freeze,
- which authority imposed the BTC freeze,
- who will receive my personal data.

Furthermore, to date, no secure submission method for transferring personal data has been provided, as required under EU law.

Your platforms, www.bestchange.ru and www.bestchange.com, must comply with EU regulations. By blocking my request, you are neither supporting data protection-compliant procedures nor preventing illegal actions by other service providers on your platform.

Dear Harald,

Based on the information currently available to us, you have provided details belonging to another individual. In addition, you have not submitted video materials confirming the transfer of funds on your part.
The order remains suspended until the requested information is provided. Please provide requested data.

Sincerely, administration of the BestChange exchanger monitor.

Dear Harald,

Based on our information, the exchanger, after conducting an investigation, made a refund and provided the refund transaction hash. We ask you to confirm receiving a refund.

Sincerely, administration of the BestChange exchanger monitor.

Здравствуйте, Kulocking,
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Здравствуйте, Мария,
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Здравствуйте, Евгений,
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Здравствуйте, Алексей,
Ожидайте поступления ближайшее время

Возврат получен. Коммуникация с поддержкой обменника сегодня оперативней.

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Здравствуйте, Алекс,
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Здравствуйте, Павел,
Thank you for contacting us, and also for the review.
We are looking forward to working with you
Best regards, ClickPay

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Здравствуйте, Богдан,
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We are looking forward to working with you
Best regards, ClickPay

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Здравствуйте, Фёдор,
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