The last time someone asked a question related to customer protection, it took Bestchange almost 1 month to reply and that was after I kept bugging them. Seat tight and good luck. 
And do you remember when many of us asked them to update feedback system, and they said they are going to do it s00n?
I think years passed since than and nothing changed in that direction, they are still using same flawed system, and I am starting to think they are doing this on purpose.
Yes I do. Since Bestchange stopped their signature campaign on Bitcointalk, there have been tons of negative reviews about their service and yet it keeps getting bad.
I really don't want to believe the reason they stopped promotion on Bitcointalk and focused more on Altcointalk was to avoid being exposed and tagged. But the dots are connecting...
Best exchange shouldn't get to that bad level, because studying their early beginning on Bitcointalk, there were some indications and suspicious activities that forced DTs to give them some red tags, but they were able to rebuild claims of positive trust with long years of promotion and activeness on bitcointalk, but this current situation makes it clear that indeed there can never be smoke without fire, to mate I think that the conditional degenerate into this bad.
We stopped paying to promote our site on the forum after analyzing the results – the ad campaign there was unprofitable and only served as "brand awareness," so at some point, we had to cut paid visibility on Bitcointalk. That said, we’re still providing informational support on the forum and answering any questions.
However, we understand your concerns regarding the recurring negativity surrounding our brand. Unfortunately, there are cases when well-funded scammers, facing anti-money laundering (AML) safeguards, pressure exchangers to process their transactions or issue refunds – essentially trying to use them as a "free mixer." When these scammers are (rightfully) denied by exchangers who insist on a clear and minimal set of documents required to unfreeze funds, they resort to manipulation, smearing our reputation in an attempt to force us to intervene in their dispute. They don’t shy away from using the dirtiest tactics – bot farms, outright lies, and misinformation – to sway public opinion, hoping we’ll grow tired and pressure the exchanger into breaking international AML rules by refunding them.
Are there issues with frozen funds? Yes, occasionally – but these are rare cases (about one in several thousand transactions) that are resolved once the required unfreezing documents are provided. However, when a user refuses to cooperate, blatantly ignores the exchange rules they agreed to before creating the order, and stirs up a baseless scandal, it becomes "loud" – amplified by bloggers and scammer-controlled bots. In reality, the scale of the issue is minimal, often just a minor operational nuance that users should be aware of to avoid exchange complications. Neither our service nor the services provided by exchangers have changed in recent years – and they certainly aren’t linked to the discontinuation of marketing ads.
Regarding the interface update, it’s true – the improvement process has been ongoing for the last few years, and we genuinely hope to release the new version of the site later this year. It’ll be more user-friendly, responsive, faster, and visually polished. But this overhaul is a monumental task: we’re rebuilding the system entirely from scratch to make it truly refined, rather than just patching up bugs in a framework originally designed over 15 years ago.
We’re now on the final stretch and, just like you, can’t wait to unveil this upgraded service soon – one that delivers only positive experiences. Every feature has been shaped by feedback gathered over the past two decades. Trust us, it’s going to be epic!