I use this exchanger when I want to buy crypto safely. Coins always lands fast.

Dear BestChange Administration,

I have been using your aggregator for many years, and I saw many cases of your users (and not only users, by the way) — connected with “Changelly” — which have been solved only after your direct involvement. And I am writing this claim with a big hope for your direct assistance, because now it looks like I have nowhere and nobody else to ask for a help.

The situation is the following: on the 4th of March 2025 (04.03.2025) I changed USDT into XMR in the Ledger App. “Changelly” was used as an operator for this exchange (in amount of 50’000 USDT, transaction ID is ***). For some strange reason (which is still unknown) this operation was put “on hold” by the operator “Changelly”. Right after that I cooperated with its support team and met all the necessary requirements: passed the full KYC during the same day, provided them with the screenshots of my own private chats (!) and etc. I think it is worth to mention that I had several successful exchanges that day and further (also using “Changelly” as the operator), therefore it is clear without evidence that the reason for that is not connected with my wallet or the funds’ origin, but only with the random event generator in their system.

For several months I had nothing but “please wait”, “need some time” and similar excuses while asking for a status of my claim from their support team. And on the 23rd of July 2025 (23.07.2025) the following message was received by me via email after another status inquiry:

“Unfortunately, at the moment we don't have updates on your case.
Kindly ask you to wait, you'll be notified as soon as possible.”

As for me, it looks like that this time they don’t even try to excuse or at least to show an imitation of vigorous activity! Seems that “Changelly” just finally decided to appropriate my funds, because almost 5 months is more than enough to duly check everything (especially for such a big exchange).

In the light of the above I kindly ask the BestChange Administration to intervene and force “Changelly” to review my claim in due matter and finally solve it. I have a great feeling of uncertainty while my own funds (a great sum, by the way!) are frozen without any prospects and specific information.

I hope for understanding from all the Parties’ sides, because such a behavior is not acceptable for and exchange/operator, which works directly with BestChange, Ledger, Trezor, Exodus and etc.

With best regards,
Sergei.

My name is Anatoly, and I am reaching out to request involvement of BestChange in resolving an ongoing issue with Changelly.

On March 27, 2025 my assets were blocked during a transfer between my own wallets via this exchange. I promptly completed identity verification and submitted all required documents, including proof of the legal origin of funds.

The last meaningful response from Changelly was received on May 13. Since then, I have not received any new requests or clarification. My inquiries about the next steps and expected timeline for release of funds have only been met with generic and non-specific replies. This situation has now continued for over a month, with no explanation and no progress.

I have acted in full good faith and complied with all requirements. Based on the facts, I believe the delay lies entirely with the provider and may be aimed at retaining my funds for interest income.

I kindly ask you to step in and assist in resolving this matter, ensuring accountability and that the exchange fulfills its obligations.

Thank you for your time and support. I appreciate your attention to this matter.

Sincerely,

Anatoly.

I started using Changelly during a price spike. Still got good rates and fast processing, that’s rare.

Impressed with the transaction speed
Swapped AVAX to ETH in under 2 minutes, just how crypto exchangers should be.

Hi there! I have unpleasant situation and awful experience related to Changelly. My funds have been frozen while using the service (Order ID: enmw4nu8t3qqh1li). The problem still remains unsolved for more than 4 months!

The customer service doesn't help at all. The only message, which I constantly receive from them is that they will review my problem. That obviously doesn't clarify the situation at all. However, all required documents and other relevant information have been provided to Changelly by my on time. I am devastated and still not sure when my matter will be resolved.

ETH to BTC exchange was fast, thanks.

Help! since i swapped on exodus and changelly holds my funds now i was requested to passes kyc and now the aml they requested many information i did send and passed the kyc i did everything i could and once they received everything they reply we will review and update you.. Still waiting my funds!

they only say its under review and dont release my funds and they dont reply emails anymore

please help! this is a life destroyer! they should be ashamed of them self holding people money for now reasons im still waiting for review update.. This for almost 100.000.00Us$

i think i will have to end contacting a lawyer for this.

Any one actually got money back from them withtout law enforcement or lawyer?

i did kyc with them now the aml still hold my crypto.

After a year of use, I had to contact support due to a problem with the exchange. The support didn't respond immediately, but quite politely helped to solve everything quickly, so thank you!

The best crypto service for my purposes.. never let me down.

I made an exchange on Changelly, and it's been a very frustrating experience.
It's already the 4th day with no reply to my emails, and they refuse to give any clear timeframe for the review.

My transaction has been stuck in “compliance review” for over 8 days now.
I successfully completed KYC, and provided all requested documents (source of funds, invoices, screenshots, etc.) — but still no resolution or real communication.

Very disappointed with how slow and non-transparent the process is. I expected better from an exchange listed on BestChange.

3 days ago I used currency exchange inside the exodus wallet, after 7 hours an "error" appeared, I wrote to exodus technical support, and they answered me that they do not deal with exchange, the exchange is handled by third-party api, which in this case turned out to be Changelly. They told me to contact the compliance department, which I did, but during all this time the only answer was "we are considering it".
The funds disappeared from my wallet, they did not return a cent to me, for three days they did not tell me the deadline, did not tell me the reasons for the delay, freezing, absolutely nothing!
And the funds that were sent at the time of exchange inside the exodus wallet reached the changelly wallet, and from there they went further. It seems that these two companies have conspired, since neither one nor the other can help me.
I hope that under the influence of bestchange the situation will change.

The exchanger is good! Do my transactions here often.

The exchange went quickly, thanks!

I've been using Changelly for a long time. I like that there is no complicated interface, everything is done very simply. There have never been any delays with funds so I can recommend it for use.

I am deeply disappointed with Changelly’s handling of my transaction (ID: ***). Despite having submitted all KYC documentation, including: Verified identity and selfie
Wallet ownership proof (including video and screenshots)
Explanation of the source of funds, Official AML Risk Report (dated 14.06.2025, stating no significant risk), …my cryptocurrency remains frozen without any legal basis.

have only received vague replies like “your case is under review” or “no updates at the moment.” This is not acceptable – especially when no further documentation is being requested, and no concrete reason is given. I even offered a written purchase agreement for a private crypto deal – no response.

The Ethereum addresses were clearly verified as mine. What else do they want? This is not compliance. This is deliberate delay, avoidance, and unjustified withholding of customer funds.

For now, I strongly advise against using Changelly – especially for larger amounts. Your money might get stuck for weeks or longer, even when fully legitimate.

Unprofessional and disrespectful treatment of verified customers.

I attempted to exchange 0.213895 BTC to USDT (TRC-20) via Changelly on June 7, 2025.
After the BTC was sent (TXID: 9cbaa8a84d5ecdb1d923baf47bf0278b2f8749dce23468e0c59668f5cf781935), the transaction was suddenly blocked for AML/KYC review.

I immediately submitted all requested KYC documents, including proof of the legitimate origin of the funds (with official translations). However, more than 7 days have passed, and the status still says "Under Review" with no progress, no estimated timeline, and no communication from support.

I've repeatedly contacted the support team and even requested escalation to the senior compliance team — with no response at all.

This is extremely frustrating and unprofessional. I have provided clear, indisputable documentation, yet the process is entirely opaque. I simply want my funds released or refunded, and an honest timeline for resolution.

They are *** , they are holding my money for no reason and asking all kind of personal information for no reason at all, ive provided full id / kyc / live face check / bank statement, withdrawal, deposit transactions and they dont want to release my funds, dont use this ***.

Have a positive experience using this service
The speed of exchanges suits me completely
The exchanges themselves are carried out without problems, for the last 2 months Ive made many of them
Can recommend this service.

I exchanged 10 SOL to BTC, exchange was frozen, I passed KYC, provided all possible confirmations of the source of coins, support stopped responding to my emails, as well as could not name the time frame for the investigation. Asked to get the coins back and was ignored in response.

A 5k$ swap of ethereum, but i send to polygon. send wrong chain. The Hash of your payment — https://polygonscan.com/tx/0x39438ae2423feb4c8d6e11162b2bfd354dc12da61f706d5389a4864074972786

They say: Luckily, our exchange partners have recently devised tools that may allow us to recover funds in this specific instance. We will still require the assistance of our technical team, and various approvals from the upper management so please note that such cases cannot be resolved as fast as you might expect.

Then they asked for KYC certificate. I completed the KYC verification.
But they haven't returned my funds.

Great app for crypto, low fees and fast changes.

Still trying to get the exchange completed or at least a refund from this exchanger for 3 months now.

They asked for KYC — I did it.

They asked for the origin of the funds — I also provided all the documents I could.

They still continue to illegally withhold my funds.

I demand either to complete the exchange or cancel it and return my funds back.

I want to share my experience of using Changelly. There were no problems during the whole time of using it. The interface is clear even for a beginner. I like that almost any cryptocurrency is available here. I don’t use it that often, but I think I can recommend it for use.

More than 2 months ago I tried to exchange USDT ERC-20 to USDT TRC-20 and the transaction got flagged for KYC. I answered all emails- provided all necessary information and offered to help and cooperate, but now Changelly has not answered to me to my last email and has been silent. Should I begin legal action is or my funds will be unfrozen soon?

I also got into a trap with this exchanger. I exchanged btc for usdt in the safepal wallet via the Changelly provider. The exchange was not made for more than 5 hours, I wrote to support and they said the funds were blocked until I pass KYC verification. I passed the KYC check, but my funds have not been credited to me yet. The support strangely became silent.

I had a negative situation with this exchange, I exchanged my money, but they fell to the hold, after I sent all the documents, they simply do not get in touch, answer the same messages, ask to prove that the sender was exactly me, although I have already sent all the evidence that the exchange was completed through an offline exchanger in Moscow, to a straight line, I sent a bank discharge, an account of receiving a salary, accounts about receiving a salary, accounts about receiving a salary but they ignored all my documents and do not give me money.

Blocked 0.0113 btc
I exchanged BTC to USDT (ERC-20) via Changelly.
After the funds were sent, the transaction was blocked due to AML/KYC review. AML — 43%
I submitted all the required KYC documents as requested. However, it has been over 5 days, and I have not received any further response — neither confirmation, refund, nor support communication.
Email support remains silent.

Review of Changelly – A Trap, Not an Exchange

Be extremely careful with Changelly. I initiated a Monero to USDT exchange. The transaction was accepted, my funds were sent, but the swap was never completed. Instead, I received a message saying: “Your transaction is on hold until you complete KYC.”

They are now demanding:

A photo or scan of my passport or ID,

A selfie with the ID,

A liveness check via webcam,

Proof of how I got the funds (bank statements, screenshots, etc.).

This is a total data-harvesting scheme disguised as “AML/KYC compliance.”

Here’s the real issue:

I never created an account.

I never agreed to KYC before starting the transaction.

I never consented to sharing personal data.

Changelly took my funds first — and only after that, started demanding full identity verification. This is not legal or ethical, especially considering this was a Monero (privacy coin) transaction. Their own Terms of Use mention that a refund is possible if a transaction cannot be completed — yet they refuse to return anything unless I go through KYC.

This is not an exchange, it’s a trap. They collect your crypto first, then lock it behind an identity wall. No prior warning, no consent, just a hostage situation.

Avoid at all costs. If you care about privacy or fairness — stay away from Changelly. What they’re doing should be publicly exposed.

Anyone thinking of trading MONERO with any coin! please consider. they require KYC. privacy aside.