A conflict has been recorded on the exchange monitoring platform BestChange between a user from Spain under the nickname Ricardo and the service Swapter. According to the user Ricardo, he transferred 391.2 XMR to exchange for 1.87 BTC; however, after seven days, the transaction still had not been completed. The victim provided the monitor's administration with the transaction ID (txid) and the transaction key (tx key) as proof of sending the funds, but neither the promised bitcoins nor the return of the original coins were received from the exchange.

The main tactic of Swapter's support service in this dispute has been delaying tactics by simulating the sending of emails. According to user Ricardo, support assures him daily that they have sent an email with the exchange details, yet no emails have arrived at either of the two addresses he provided. Despite the lack of an actual resolution and the failure to return the funds, Swapter's administration systematically marked the complaint on BestChange as resolved ("Claim solved"), forcing the victim to reopen the claim each time.

BestChange's administration intervened in the conflict, suggesting that the user check his spam and promotional folders, as well as ensure that incoming emails were not being blocked. According to Ricardo, he regularly receives other notifications, including emails from the BestChange monitor itself, and the issue of missing messages from Swapter persists on both of his email addresses. In response, the exchange's representatives changed their tactic: they now claim to be waiting for the client to email them directly at co****@swapter.io so they can reply, thereby shifting the responsibility for continuing the communication onto the victim.

By the end of May, the situation had reached a deadlock: as of May 27, 2026, Swapter's administration continues to claim it is waiting for an email response from Ricardo, ignoring his public appeals. According to user Ricardo, he does not need verbose email explanations from the service; he demands concrete actions—either a refund of 391.2 XMR to the wallet he specified, or the crediting of 1.87 BTC to his Bitcoin address, with the mandatory publication of the txid on the BestChange platform so the monitor's administration can verify the transaction.