Hello, Sallie Bonds!
We're sorry to hear about your transaction.

Our service abides by the law, therefore we do our best to ensure that no illegal funds go through our platform to mitigate risks of money laundering. We implemented the AML/KYC procedure to protect customers, and it is only applied to transactions flagged by our risk scoring system. This procedure allows us to confirm that you are a law-abiding individual or corporation. Generally, this procedure is implemented for 0,01% of all transactions on Changelly.
Since you agreed with our terms, you must provide the docs when necessary. Unfortunately, we won't be able to assist you until you provide the necessary docs to us.

Kindly note that KYC isn’t applied out of the blue. We strive to protect our users from fraudulent and scam activities in the crypto space, so we have a risk scoring system that is able to spot suspicious activity. If a transaction is flagged by the system, it is put on hold and the user is asked to pass the AML & KYC verification. We know it can be stressful and irritating, but please understand that KYC is one of the best measures available to combat fraud. It is also widely used by other crypto services.

Dear Administration betschange!
please, help me return my money from this scan exchanger!
i want not make exchange, i want only return my money

Hello, dear customer!
We are sorry that this situation is causing you stress and anxiety.

Your transaction has been put on hold due to KYC check.
Our service abides by the law; therefore we do our best to ensure that no illegal funds go through our platform to mitigate risks of money laundering. We implemented the AML/KYC procedure to protect customers, and it is only applied to transactions flagged by our risk scoring system. This procedure allows us to confirm that you are a law-abiding individual or corporation.
Please note that before going through with their transaction, each user has to agree to our Terms of Use, which have a section dedicated to our KYC/AML policy. It is a requirement for the exchange to be carried out.

Please contact our security team for further assistance via their security@changelly.com mail.

Not close claim
i want not exchange with your scam exchanger.
return money to my wallet & close trade
your aml&kyc only in exchange, in my situation i want not exchange with u

2 administration bestchange
this exchanger are scam, they not answer on my mails & want not return my money
help me plz

Unfortunately, according to our security team, we haven't received any mail from you so far. Could you please specify your email which you used to write to us?

Not forgot about me.
claim updated.
money i not get
i send new mail to u

We are sorry that this situation is causing you stress and anxiety. As you proceed a transaction, it means that you read and accepted our ToS, thus making a commitment to go through the KYC check in order to complete your transaction, if your transaction was determined by our automated risk prevention system as suspicious. Please finish KYC check – after the procedure is completed, your transaction will be processed.

Hello, Jack!
We're sorry to hear about what happened with your transaction. Could you please specify your transaction ID so we could check the matter and help you out?

Hello, Sylwester!
We're really sorry to hear about your experience with our service. According to our security team, your transaction will be proceeded soon. Please check your mailbox again; we've sent you a request to submit your wallet address.

Address sent. Approve exchange.

How much wait ?

Sylwester, According to our security team, your transaction has been completed. Please check it out again.

Hello!

Our service abides by the law, therefore we do our best to ensure that no illegal funds go through our platform to mitigate risks of money laundering. We implemented the AML/KYC procedure to protect customers, and it is only applied to transactions flagged by our risk scoring system. This procedure allows us to confirm that you are a law-abiding individual or corporation.
Please note that before going through with their transaction, each user has to agree to our Terms of Use, which have a section dedicated to our KYC/AML policy. It is a requirement for the exchange to be carried out.
Once you complete the verification, the funds will be returned to you at the rate you confirmed when initiating the transaction. You will also be whitelisted and won’t have to go through the whole process again.

I sent all the information I needed, but you rejected it without a way! Give me back my money, deceivers!

Hello!

Could you please provide the email address that you used to send the required information?

Hello.
AidanStevens@protonmail.com

Thank you! I am really sorry, but we have not received any confirming information via this email address. Could you please send it one more time?

Our security team will send you a new email to AidanStevens@protonmail.com Please check your email and use the new link.

Hello!

We are wondering whether you received our email and did you send the required documents? Please kindly answer.

Your verification team asked me to upload an alternate document and they rejected it. Can you consider my application for verification?

Hello!

I will clarify the information and get back to you as soon as I'll get a feedback.

The document you have provided has been proven to be forged, and cannot be used as a valid ID. Please contact us at security@changelly.com to submit your KYC application using a valid ID.

Why the complaint was canceled?
they send me a link, I upload them real documents, the documents are immediately blocked and they say that there is no way to check them. They are not even considered, but simply block the request.

The document you have provided has been proven to be forged, and cannot be used as a valid ID. In order to re-pass KYC, contact us at security@changelly.com and they will send you a new link.

Why are you withdrawing the complaint?
Do you want to take my money for yourself?
I agree to pass all checks, send me a link to the mail, I am writing to you, you do not need to block me.
I will do everything to get you back my money.

to security@changelly.com I sent a request for a link

Please note, Changelly never intentionally freezes your funds. We have notified the security team about your request.

I wrote yesterday and today to security@changelly.com
I was not given a link

Hello!
The link was sent to you 21 hours ago. Please, check your mail and spam folder. The link is still valid.

Finally, I went through verification, but my trade is still not confirmed!

Hello! That's good news. The process of investigation requires some time to find out all the details. Please stay in touch with our security team – they will provide you all the information.

I went through identity checks, but you still haven't approved my trade!

According to our security team, your transaction will be proceeded soon. Please check your mailbox again; we've sent you a request to submit your wallet address.

Hello!

We request the exchanger's administrator to respond to the user's complaint.

Best regards, BestChange administration.

Hello, Ali!
We are sorry to hear that you experienced complications when using our service. Please contact us at support@changelly.com, so we could investigate the matter.

Ali,

We've investigated the matter and according to our database, your transaction was processed at a floating rate which means that your funds were converted at the best rate at the moment of exchange not when your transaction had been created. Be aware that in this case, exchange rates are literally beyond our control and only markets have been establishing the rates and our end of the bargain is to broadcast it for our clients. That's the principle of how any exchange works and there is the only option for us to have a partnership.
If you want to receive a precise amount, please use a fixed rate feature for your transaction. In this case, the rate will be locked for 15 minutes so that you'll avoid volatility risks.
Should you have any questions about our service, please address your concerns at support@changelly.com

Hello, Mrgermankut!

We would like to apologize for what happened with your transaction. Indeed, our security team handles all cases related to AML/KYC procedures. They have already contacted you and provided all instructions on how to pass KYC check. Please follow them so we could complete your exchange and deliver funds in full to your wallet as it has been always done on Changelly.

I have already told your team that I do not plan to give you or anyone else my personal documents or passport!
I told you that a week ago!
It's like you don't understand or pretend not to understand!

In your own rules, by reference.
https://changelly.com/aml-kyc

There's not a word about you not returning the money.
If the client isn't planning on providing a passport.
If I knew that if I had to provide my passport to return the money in case of a lockout, I would refuse to use your service.

Because I believe that cryptology should be used privately! Or what's the point of it, then?

Changelly service has a risk scoring system that is able to spot suspicious activity. If a transaction is flagged by the system, it is put on hold and the User is asked to pass AML & KYÑ verification. For the reasons of security, we are not able to disclose specific criteria of our system, however, it has proven to be very effective against money launderers, scammers etc.

Changelly service reserves the right to apply the AML/KYC procedure to certain Users, addresses and particular transactions of crypto assets. Application of the AML/KYC procedure is based on Changelly service internal policies and aimed at preventing and mitigating possible risks of Changelly service being involved in money laundering as well as any other illegal activities.
...

That's what it says on your website.
Okay.
I refuse to provide my passport.
Cancel the deal and return the money!

I took a screenshot of this page of your website.
https://changelly.com/aml-kyc.

In case you want to fool everyone and rewrite your internal rules.

Your recognition system can detect any transaction as risky. In this case you need to make sure that your clients prove their identity first and then can make the exchange!

Hello!

We request the exchanger's administrator to respond to the user's complaint.

Best regards, BestChange administration.

Mrgermankut,

Please note that before going through with their transaction, each user has to agree to our Terms of Use, which have a section dedicated to our KYC/AML policy. It is a requirement for the exchange to be carried out. Since you agreed with our terms, you must provide the docs when necessary. Unfortunately, we won't be able to assist you until you provide the necessary docs to us.
Kindly note that KYC isn’t applied out of the blue. We strive to protect our users from fraudulent and scam activities in the crypto space, so we have a risk scoring system that is able to spot suspicious activity. If a transaction is flagged by the system, it is put on hold and the user is asked to pass the AML & KYC verification. We know it can stressful and irritating, but please understand that KYC is one of the best measures available to combat fraud. It is also widely used by other crypto services.

I don't owe anyone anything!
Your rules state that documents must be submitted, but say nothing about refusing or failing to submit them!
According to Emeil, I gave you an example of another exchanger, their rules are more detailed than yours! And it says that the transaction is cancelled and the money is returned within 24 hours!
I think it's logical that if there is no strict rule on blocking funds, they must be returned!
Your service, contrary to the rules - keeps the money, justifying, incomplete internal rules of the site!

Now, I do not have the opportunity, desire, time to do verification. I needed a quick exchange - your service, could not do it!
Is that so? - It's true!
What's more, your service blocked my money!
That's right, isn't it? - It's true!

Don't write me again about your super-transaction detection algorithm! I've heard it from you many times before.
I'm well aware that it worked on the generated fast mail.

Unfortunately, there's no way you can hear me! Namely, the fact that your rules do not say anything about the case if the client does not want or can not pass the verification right now. If it was spelled out right away, I would refuse to use your service!

Moreover, I would recommend that you exchange only after verifying the users! To avoid such conflict situations!
---
PS. I consider my feedback relevant in negative tone and ask you not to change it anymore! Until I take the time to do the verification on your site.

You do not need to respond to this comment!
If you have something to say - write to my Emeil!

Mrgermankut,

We strive to strike the balance between users' anonymity and official regulations, hence generally, KYC happens only about 0.01% of the time
and thats probably why you never had to go through this before.
We consider that it's kinda unfair to compare us with another service in this situation as you used our service with our own terms not the terms of another exchanger. Please take into account that by accepting our ToS (which is a necessary step for proceeding any transaction on Changelly), you thereby agree to pass KYC checks when necessary. We are sorry to hear that they have been ignored in this case. Please note that we will not enter a business arrangement with individual suspected of or directly involved in money laundering, or in which the funds have been the source of illegal activity. Therefore, we kindly ask you to provide us with the necessary documentation so that we can verify your info and finish the transaction.

What kind of confidentiality or anonymity do you talk about when you ask for a passport from clients?
Do you hear yourself?
What's the balance?
Or anonymity... or complete transparency. There is no other way.
Do you think your clients are idiots to say that?
---
1. I did not compare your site with another, but only pointed to the imperfection of your rules, which led to a conflict situation.
If the rules do not say that the money is not returned in case of refusal to provide documents, it must be returned. The following provision follows from this >>
2. /We regret that they were ignored in this case!
3. /Please note that we will not enter into business agreements with persons suspected or directly involved in money laundering or if the funds were the source of illegal activity.
*Firstly, I believe that your algorithm, if it exists at all, does not work properly.
* Secondly, I no longer ask for an exchange! I am asking you to cancel the exchange and return the money. You will not see me again, using a site that can delay the money is quite dangerous. Too much time is wasted.
---

I'll say it again. I believe that my feedback has a negative tone and I ask you not to change the tone again until I find time to check on your site.
When I get my money back, I will change the tone of that review or delete it myself!

All your clients should know what they may need in case your super algorithm finds their money questionable.

You do not need to respond to this comment!
If you have something to say, write to my Emeil.

Mrgermankut,

Unfortunately, we haven't received the necessary documentation from you so far. Please note that it is a required step in a completion of the AML/KYC check. Please provide this info to us as soon as possible so we could verify your account and complete the transaction.

I am so sorry. I was sick with Covid 19. There were a lot of other problems and work cases after.
I have provided documents.
When the refund is done, I am ready to delete or change this feedback.

Documents submitted!
I see from you again only the desire to return the money, nothing more!

Hello!

We request the exchanger's administrator to respond to the user's complaint.

Best regards, BestChange administration.

Mrgermankut,
Hello, according to our Security Team you haven't provided all the necessary documents. Please check your mailbox and keep in touch with the Security Team.

All documents are provided!
Look at the mail.

Mrgermankut,

Unfortunately, according to our security team, we still haven't received all the necessary documents. Please kindly check your email box again and follow the instructions provided by our security team.

Hello, Coinator!

We at Changelly do everything in our power to provide our customers with the most transparent and profitable service available. Your case has been forwarded to our tech department for further investigation. Once the matter is clarified. we'll surely contact you!

Hello, Christoph!

Thank you for taking the time to observe our services! We are happy to hear that you find our app feasible and convenient. Swap whichever way you like and enjoy the transaction speed:)

Christoph,

Thanks for your feedback and for choosing Changelly!

Hello,

A request for the administrator of the exchanger to respond to this comment from the user.

Best regards, BestChange administration.

Hello, Tonyhoa!

We are sorry to hear about your experience. Let us attend to the matter and assist you. Please provide your transaction ID to us so we could check it in our database.

#5606av3dia21yau8 The exchange rate on website is $ 7 and when the transaction ends, only received $ 5.5

# 5606av3dia21yau8 The exchange rate on website is $ 7 and when the transaction ends, only received $ 5.5

Tonyhoa,

Thank you for the information provided. Please take into account that BTC network fee (0,00025 BTC) was withdrawn from your final amount. This sum is charged so that our system can order a transaction sent from the market is the minimum amount that guarantees to process your transactions smoothly and safely regardless of the number of addresses that will be processed alongside with your own by the currency network. You can learn more about network fees here: https://changelly.com/blog/how-and-when-network-fee-is-calculated/

The network fee is always displayed at the Confirmation stage before sending money to us. Please kindly check: https://imgur.com/a/jo7N6oA

Should you have any qustions about the work of our service, please don't hesitate to contact us anytime at support@changelly.com

OMG network fee (0,00025 BTC) = $1.8 , Exchange $ 8 and network fee $ 1.8, funny !!!

Tonyhoa,

All Changelly operations are fully automatized, the individual fee cannot be set up for each particular transaction. Hence, a standard balanced network fee for each of 150+cryptocurrencies is configured for all transactions on Changelly. For BTC, it's 0,00025 BTC at the moment.

We understand your frustration, however, please take into account that this fee is shown beforehand. And it is always up to customers whether to agree with conditions and initiate a transaction or not.

Hope for your understanding!

Hello, Will!

Thanks for your review! Looking forward to seeing you on Changelly.

Hello, Phillipp!

This week we are going to roll out the fixed rate on the web too. Meanwhile, feel free to use our mobile app :)

Hello, Zhangwei!

KYC is a world standard implemented by many reliable trading platforms and exchanges. Please provide the details of your issue so that we could help you.

Zhangwei,

Your transaction requires the KYC check, which is standard procedure on our service. Please follow our security team’s instructions in order to complete your exchange.

Hello, Nima!

We are pleased to hear you are satisfied with our services! Keep using Changelly!

It's all over. The first time I come across such an exchanger. I am engaged in an exchange myself the fifth year. I always have everything on my websites. So you guys can not work. Ugliness.

Hello, Valentin!

It is a bit tricky to understand what happened with your transaction without having either Changelly transaction ID or the hash. Please provide this data to us so we could look into the issue and assist you. We are so sorry for all inconveniences caused. Unfortunately, sometimes technical issues could give rise to delays in payments and more often these delays do not depend on us. As soon as we face any problem, our engineers are dealing with it without a break to fix it in the near time.

Looking forward to your reply!
Changelly team.

Hello, Valentin!

It is a bit tricky to understand what happened with your transaction without having either Changelly transaction ID or the hash. Please provide this data to us so we could look into the issue and assist you. We are so sorry for all inconveniences caused. Unfortunately, sometimes technical issues could give rise to delays in payments and more often these delays do not depend on us. As soon as we face any problem, our engineers are dealing with it without a break to fix it in the near time.

Looking forward to your reply!
Changelly team.

Hello, Przemo!

Please take into consideration that the issue has occurred due to the fact that you sent your funds as an ETH contract payment. We don't accept Ethereum from smart contracts and therefore, we have the special warning at the confirmation stage. Please check https://imgur.com/a/b9rhPaI. Nevertheless, we are ready to refund your coins but this process takes a while as we have so many requests for this type of issue so we deal with them in the order of the queue. Please don't worry and be sure that your funds will be delivered as soon as possible.

Hello, Yuri!

We apologize for this delay and the inconvenience caused. According to our database, you documents were successfully verified on our end so your account is white-listed that means that you can exchange any amount anytime without extra check. At the moment, your funds are being sent to your DASH wallet so that they should be delivered in the nearest time. In order to investigate the issue with the delay in response and to eliminate it, could you please specify when and what way (via email/via a live chat) you contacted our support team?

Looking forward to your reply!

Sincerely,
Changelly team.

Hello, Robert!

We'd like to thank you for sharing your experience with us! Stay with Changelly and enjoy seamless swaps on our service!

Hello, Team!

Hello, Team!

Our team has already contacted you regarding your transaction. Please follow instructions that were sent in the email so that your operation can be completed.

Sincerely,
Changelly team

Hello, Adam!

Could you please provide us with your Changelly transaction ID so we could find out what happened with your transaction? Please take into consideration that a number of confirmations may vary in accordance with different cryptocurrencies. Unfortunately, we cannot exchange your funds in any way before we receive them from you. Once your transaction is confirmed in a network, your coins are exchanged instantly at the best rate available at the moment of conversion.

Hello, Manson2075!

We apologize for this delay and the inconvenience caused! Our team had fixed the issue with XMR broadcasting so your funds were successfully reimbursed and delivered to your wallet. Here is the proving hash: https://xmrchain.net/tx/014d885ae31559f768e0c6a2bf3b67217f90546f16d5ede104a4842f29145538. Please kindly check your wallet.

Hello, Khaled maruf!

We've looked into your transaction and discovered that it was successfully completed on our end. In case you erroneously sent your funds to our wallet once again, please contact our support team, provide them with the hash of your second payment so we could refund your coins.

Also, it will be useful for further investigation if you could provide us with addresses where your coins were sent and also specify the stage when you saw another address. By the way, here is the exemplary transaction that may serve as a guide - > https://changelly.com/blog/how-to-exchange-btc-to-ltc/

We are looking forward to your reply!

Dear I sent screenshot to you on exact date. But I didn't get any reply. I know it was your system error. Please give my money back.

Dear Khaled Maruf!

Please kindly specify the email address you sent the above-mentioned screenshot from, so that we could ensure that your message has been successfully delivered. Also, please take into account that Changelly support team cannot process any numeric data presented as screenshots or other images, so the hashes should be sent as a plain text only.

Dear Khaled Maruf!

Please kindly specify the email address you sent the above-mentioned screenshot from, so that we could ensure that your message has been successfully delivered. Also, please take into account that Changelly support team cannot process any numeric data presented as screenshots or other images, so the hashes should be sent as a plain text only.

I'm still waiting. Please don't do injustice with me. It's only 29$. It's not big amount for your site.

Khaled Maruf,

Unfortunately, we haven't received any message from you (from the email associated with your Changelly account) In case you made 2 payments via our service, please send 2 input hashes of your transactions to our support team at support@changelly.com. We won't be able to attend to the matter and assist you without this data.

Looking forward to your reply!

Hello, Alex!

Thanks for the feedback! Enjoy your swaps and don't hesitate to contact us if there any complications!

Hello, Rim!
Your transaction is successfully finished now! Please check your wallet. We apologize for the inconvenience and distress this delay have caused.

Hello, Christopher!
As we can see, your XRP was paid to you on Dec 19th.
Last month network was heavily overloaded, so all the transactions took longer than expected. Sorry for that!

Hello, Christopher!
As we can see, your XRP was paid to you on Dec 19th.
Last month network was heavily overloaded, so all the transactions took longer than expected. Sorry for that!

Hello, Gordon!
Thank you for you review. We do our best to provide quality service to our users. Keep using Changelly!

Dear, Gokhan!

Changelly doesn't fix currency rates.  Your coins were exchanged at the best available rate once we got confirmation of your payment in blockchain. 

In fact, you may see the "ESTIMATED" word written in capital letters while you make a transaction. 
If you have a look at cryptocurreny graphs, you may see its fluctuations. 

Please take into account that buying crypto is risky. In case of market pump you may receive slightly less than estimated amount.

Hope for your understanding.

It is scam changer. Do not change here. Very long. And when I created form price was 6.6 but they finally have changed me for 6.9.

Dear, Den!

Your transaction was successfully finished. Since BCC is a brand new currency and lack of miners and in some cases deposit transaction could take more time to proceed. However, the exchange was completed in less than 30 minutes, as we promised, once we got your funds. At that moment market was highly volatile and that's the reason of rate changes.
Hopefully, everything is fine with your BCC and you have successfully received it!

In case of any further question, please don't hesitate to contact us!

Hello, Vyacheslav!

We have a partner that provides bank card support. Sometimes it could be slightly higher rates and when it comes to fiat payments, our partner has to cover risks of chargebacks. We do admit the rates are slightly higher than on the market and we always notify our customers to check rates before the payment making. However, the payment verification is rather fast and smooth unlike to plenty of other exchanges and we also have almost the best rates for crypto to crypto instant exchanging on the market.

Moreover, we keep improving our service, so the rates for USD/EUR transactions will be better soon.
Hope for your understanding.

Hello, Vyacheslav!

We have a partner that provides bank card support. Sometimes it could be slightly higher rates and when it comes to fiat payments, our partner has to cover risks of chargebacks. We do admit the rates are slightly higher than on the market and we always notify our customers to check rates before the payment making. However, the payment verification is rather fast and smooth unlike to plenty of other exchanges and we also have almost the best rates for crypto to crypto instant exchanging on the market.

Moreover, we keep improving our service, so the rates for USD/EUR transactions will be better soon.
Hope for your understanding.