Very disappointing experience with Trustee Plus: slow USDT transfers, unclear AML review, poor support and confusing company structure
I have been a Trustee Plus user almost since the beginning of the service, but my recent experience has been extremely disappointing.
First, USDT deposits via BEP-20 were very slow. The blockchain transactions were already successful by hash, but the funds were not visible in the Trustee Plus app for hours. One BEP-20 transfer was credited only after about 5 hours. For a crypto wallet, this is not what users expect from USDT transfers.
Later, I tried to send 42.4 USDT via Tron TRC-20 to pay for online courses for my personal use. The transaction was sent to AML review / failed. Support asked me to provide screenshots and extra information proving the connection between the recipient wallet and the courses. I understand that AML checks may be required, but the problem is how the process is handled: no clear deadline at first, no clear explanation, and no predictable timeframe for either sending or returning the funds.
Only after many repeated questions did support finally provide more specific information: the case status was “In progress”, the estimated AML review time was 3–7 business days, and the refund could take up to 72 business hours after the review is completed. This information should have been provided immediately, not only after persistent pressure from the customer.
Support mostly replied with generic templates. When I asked clear questions about the status of my case, the timeframe for returning funds, the legal entity behind the service, registration documents, beneficial owners, and the official complaint procedure, I was redirected to email or simply left without proper answers. At some point, support basically stopped replying in a meaningful way.
Another issue is transparency. During my own check, I noticed several different domains and company references connected to Trustee: trustee.io, trusteeglobal.com, and trusteeglobal.eu. In public information, different entities and addresses appear, including MIKEPAY INC. in Panama, BlockSoftLab Inc in the USA, and a Lithuanian address on Trustpilot. For a financial/crypto service that holds users’ funds and performs AML checks, this structure looks confusing and not transparent enough.
There were also previous issues with the card service. Conditions changed for Ukrainian users, the card service was limited, and later when card issuance became possible again, the solution for existing users was not handled clearly or fairly in my opinion.
Also, authorization via Diia disappeared, which is worrying for a service that actively worked with Ukrainian users.
In my opinion, Trustee Plus has become much less transparent and reliable than before. Slow USDT transfers, unclear AML review, poor communication, unclear complaint procedure, and confusing legal/company information are serious problems for a financial app.
I do not recommend Trustee Plus if speed, transparency, and proper support are important to you.