Regarding the operating hours, you are absolutely right. The website currently displays outdated information. This will be corrected within the next 24 hours. Our actual operating schedule is 24/7.
And why is that, you only just recently posted your service here in the forum, so i expect that whatever is in your opening post should tie with what you have in your site. You can't simply throw the 'outdated infomation' phrase at us, how do we know who to believe.
As for the English localization, that will also be updated in the near future.
Near future? That is absurd. So you expect your potential customers to translate Russian language to English whenever they want to get certain information from your website, that has to be a joke. I.e. your kyc/aml policy is in Russian, even when i set my language to English, you believe anybody would bother using your site when they see that.
That said, there is no real reason to approach a new project with prejudice.
I have not done that. I have only just posted about what i noticed when i visited your website. Things that any serious business should have fixed before promoting in this forum. However, while we are at it, do you have your own liquidity or do you use third party LP's?
Thank you for your constructive feedback.
You raised several valid points, and we genuinely appreciate you taking the time to review our service in such detail.
Regarding our working hours, this issue has already been resolved. EXTRATUM.io operates 24/7, and the information on our website has been updated accordingly.
We have also significantly improved the English localization. The majority of the website, user interface, and documentation is now available in English. Only a few minor elements remain, and they will be completed over the next few days.
We completely agree that an international service should provide consistent and up-to-date information regardless of the selected language. That is why, after receiving your feedback, we made these improvements a priority.
Regarding liquidity, we currently work with third-party liquidity providers to ensure stable automation and fast transaction processing.
At the same time, this model also relies on our own liquidity. It allows us to efficiently allocate funds between liquidity providers, maintain fast order execution, and ensure stable service even during periods of increased demand or temporary partner-side limitations.
We appreciate constructive criticism, especially when it helps us improve our service. Thank you once again for your time and for helping us make EXTRATUM.io better.
At least you are not pretending to be a KYC-free exchange like many other services do.
I have some questions about your AML/KYC page. It's in Russian, so I had to translate it using the browser's native translation tool.
First you say this:
KYC (Know Your Customer) is a client identification and verification policy that is mandatory for all platform participants.
A few sentences further, you state the following:
In the event of suspicious or high-risk transactions, or as required by law, EXtratum.io reserves the right to request the sender of funds:
Passport details and a selfie/video selfie with the document.
Documents confirming the address of residence and source of funds (if necessary).
The video selfie must contain a passport with clearly visible data (series, number, full name) and a demonstration of the wallet from which the shipment was made.
Any other information necessary to continue the verification and comply with legal requirements.
Which one is it? Is KYC mandatory for everyone and from the start or does it kick in only for suspicious transactions/users?
Among your criteria for high-risk transactions, you mention "Fraudulent exchange." Can you give us a few examples of what fraudulent exchanges are?
You also mention gambling. That shouldn't be considered a high-risk transaction.
Sanctions is another high-risk transaction criteria. Really? You are a Russian-based service. You should know how harmful it is to to place an entire country and it's economy on a sanctions list. Are you going to prevent someone from Iran or Venezuela, for example, from using your service when you are both in the same boat?
Another criteria is "P2P Exchange Unlicensed." Can you give us a few examples of these unlicensed P2P exchanges?
Lastly, your chat is in Russian. Do your agents speak other languages besides Russian? How will you serve and provide support to international clients if they don't?
Thank you for your detailed comment and for taking the time to review our AML/KYC Policy.
You raised several important questions, and we would like to address each of them.
Regarding KYC, you correctly pointed out that the original wording of the Policy could create some ambiguity. Following an additional legal review, we revised the Policy and clarified the relevant provisions.
Using the Service means that the User agrees to the AML/KYC Policy and acknowledges that verification measures may be carried out in accordance with it. However, identity verification (KYC) is not automatically required for every user. It is performed only in cases required by applicable law or when a transaction is identified as suspicious or high-risk under our risk-based approach. This is how our Service operates in practice.
Regarding the Fraudulent Exchange category, it does not refer to ordinary cryptocurrency exchange services. It refers to addresses and services that specialized AML providers associate with fraudulent activity. The names of the risk categories in our Policy correspond to the classifications used by our AML screening provider and are not our own custom classifications.
The Gambling, Sanctions, and other categories also do not result in an automatic refusal of service. They are simply individual risk indicators considered during the overall assessment of a transaction. Every transaction is reviewed individually based on the combination of all relevant risk factors rather than on any single category alone.
The same applies to P2P Exchange Unlicensed. We do not create these categories ourselves—they reflect the terminology and classifications used by our AML screening provider and the results of its analysis.
We would also like to thank you for pointing out the localization issue. Your observation was entirely fair. At the time the Policy was published, an English version was not yet available, so users had to rely on browser-based machine translation.
Following your feedback, we completely revised the localization. We prepared a full English version of our AML/KYC Policy instead of relying on machine translation, carried out an additional legal review of the English version to ensure it fully corresponds to the Russian version, and continue improving the English localization of the Service.
As for customer support, we currently provide assistance in Russian, English, and Ukrainian, and we continue improving the Service to better serve our international users.
Once again, thank you for your constructive feedback. Several of your observations genuinely helped us improve the clarity and quality of our documentation. We value comments like yours, as they help us continue improving both the Service itself and the documentation provided to our users.
We would also like to clarify one important point.
Our goal has never been to make the verification process difficult or create unnecessary obstacles for our customers. On the contrary, we always try to find the simplest and most convenient solution for the user.
Whenever possible, when a transaction requires additional review, we simply return the funds to the sender without requesting KYC. In most situations, this is the fastest and most convenient solution for the customer.
KYC is requested only in a small number of cases where a transaction is associated with serious AML risk indicators that require additional review.
We always strive to act fairly and in the best interests of our customers. Whenever there is an opportunity to resolve a situation without unnecessary formalities, that is exactly the approach we take.
