Changelly exchanger

Hello Tanya, and thanks for reaching out!
Please share your Changelly Transaction ID for us to see the case you're referring to and perhaps assist on the spot. It's a safe piece of data to share publicly, so you needn't worry. Thanks in advance!

Changelly transaction is defw1ffg5xxj9wdd.

I would like to state that there have been no updates regarding my case or the AML review decision. Your support team has stopped responding and does not answer my questions regarding any timelines or expected resolution dates.

I have already provided all documents that were requested, answered all questions in full, and fully cooperated with your compliance requirements. Despite this, my funds have still not been returned, and the situation remains unresolved.

The lack of communication and transparency is unacceptable. I kindly request that you provide a clear status update, explain the current stage of the AML review, and confirm specific timelines for the release of my funds.

I expect a prompt and concrete response.

Hi, Maria, and thanks for bringing the matter to our attention!
We've addressed this case further with the AML/KYC Compliance department and will keep you updated. Please stay in touch with the team via your ongoing email conversation. The team's available 24/7!

I appreciate your comment, however its not much of a conversation when I provide extensive information, documents and ask specific questions and all I get in response are automated or copy paste replies, requests for the same months after Ive given it all. And then weeks go by AGAIN. I need a resolution to my case, and i just want my usdt back. I am already missed out on BTC ATH which is 30,000 USDT out of pocket. My time spent on explaining the same things over and over, researching and finding lawyers, my time away from my business writing countless emails, and top it all off having my inheritance money stuck in limbo is messing up my mental health.

Dear Bestchange team. I still have no response from changelly after their original comment. Can you get involved please. Today its a month since they were supposed to recheck my emails from August containing all the documents and answers. It cannot possible take a month to review something that they had 4 months prior to that. I kept delaying involving my lawyer simply because i do not want to incur more costs. But if I dont get a positive resolution to my case and a refund of my usdt by Monday, 5th of January, I will instruct them to proceed. Thanks.

Maria, we're sorry to keep you waiting like this. The thing is, we take AML very seriously: our Compliance department works with certified tools and agencies, so they may need some time to investigate each case. We'll make sure they update you as soon as possible, and we hope for your understanding and patience.

No, I dont have understanding. Its incomprehensible for AML to take so many months. Last meaningful correspondence was on the 3rd of December. And even that was to ask for something that was covered in the emails from August. Am I unreasonable to expect for that to be checked within minutes, maybe hours? At a push couple of days, but not a whole month! My lawyers will be in touch this week, I cannot accept for this circus to continue in this manner and I cannot deal with this myself anymore getting stuck in a loop of meaningless correspondence from your end saying absolutely nothing of substance.

Hello Niko,
Sorry to keep you waiting like this. The thing is, we take AML very seriously: our Compliance department works with certified tools and agencies, so they may need some time to investigate each case. We'll make sure they update you as soon as possible, and we hope for your understanding and patience.

What a ***, they ask now 1200 dollar in fee's to do a refund! If not resolved a press release will follow!

And the worst thing is they say this 1200 dollar is for their operation costs for the swap, but there wasn't a swap, there were 3 errors! stay away from this *** company!

***

Hi there, Niko, and thank you for bringing the matter to our attention!

Indeed, a transaction can fall subject to KYC and even EDD at times, though that only happens when it's flagged by the risk-scoring system, usually meaning a larger picture behind the funds. And in your case, for a good reason, it seems. Since we're in Instant Exchange platform, we do exchanges at the quoted rates, meaning as fast as technically possible, and in your case, the funds were exchanged back on November 8th within a minute. Now, at this point, since after the AML investigation, the only option is to refund you with a block on your account, the funds need to be converted back, and that is where the processing costs come from. It is not a fee that we withhold, it's the rate change. For more details, please stay in touch with the AML/KYC Compliance department at [email protected] – the team is available 24/7.

At this point, two options are available:
- Refunding at the current reverse-exchange rates
- Waiting for the reverse-exchange rates to move in your favor and refund you then
Please address your decision to the AML team as well, as soon as you make it. Thank you!

First of all there was no kyc or aml you asked me straight away 1200 dollar, refunding costs peanuts since there was never a swap from btc to zec, so you still owe and have the same amount of my bitcoin, asking 1200 dollar for xchange rates so called reverse tax is simply not correct cause you never transfered my money into zcash, and zcash has risen since friday..., so all i want is my bitcoin back, and that there is a small cost involved that is ok, but 1200 dollar is not a small cost, it is an insane ***

Niko, please keep in mind that AML investigations occur on our end with or without your cooperation. That's something any decent AML team does in the sphere, to keep the crypto world a safer place. That aside though, our exchanges are near instant, and since your refund needs to be completed in BTC specifically, a reverse exchange is in order.

Dear Niko,

According to our information, the situation regarding the application has been resolved. Please confirm this fact.

Kind regards, BestChange administration.

Still no reply...

Update: They just refunded me after i told them via their ticket [ticket-changelly.org] that I would hire a lawyer, it's definitely a selective ***, do not fall for it!

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello,
Hi there! We're sorry to see you're struggling with KYC. It's just that we take AML very seriously to make the crypto world safer for everyone. Please stay in touch with our Compliance department at [email protected] and provide them with your cooperation along with the requested documents so the verification process can be sped up. The team is available 24/7, and they'll be glad to provide you with more details. Thanks!

Hello,

Unfortunately, according to our rules https://www.bestchange.com/faq.html#complaint, a "complaint" type of feedback is allowed on our website if "the client has not received funds from the exchange office, and the due date has already passed" only. In any other case, please use a "comment" type of feedback.

Sincerely, administration of the BestChange exchanger monitor.

Hello, Izec, and thanks for the positive review!
We're happy to have made your crypto days easier and are here for you anytime. Happy New Year!

Hello!
Thank you for sharing your positive experience with us and other crypto-users. We wish you happy holidays!

Hello Mihailo, and thank you for taking the time to review us. We appreciate your feedback and wish you a great day ahead!

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

I would like this moment to also thank the BestChange team for making it easier for us users to fill in complaints like this and keeping this platform free to use. I am hoping for a quick resolution from the Changelly team and I will remove this case once my funds have been returned. Best Regards.

Hi there, and thanks for bringing the matter to our attention!
We'll take your request to our AML/KYC Compliance department and the upper management, and will get back to you as soon as we hear back. Please bear with us in the meantime.

Dear Team, this is exactly what I have been told for the last few weeks straight. I have gone on your livechat multiple times to make sure that maybe my ticket was not closed by accident or something but it is literally the same replies since weeks. After your colleague asked me to confirm my wallet for my refund, you went completely silent and keep repeating the same response over and over again. Keep in mind that this is after answering endless of questions and successfully passing KYC, there was literally not a single question left which you could ask and then you were ready to return me my money and once I responded you went completely silent. This is not only unprofessional but extremely disrespectful towards your customers.

Kind reminder that it has now been more than 2 days now and Changelly is responding to "positive" reviews but have not resolved my issue at all, just the same response as for the last weeks. And they are still keeping my money.

Hi again! It seems you've reached an agreement with our AML/KYC Compliance department and they're currently waiting for your address confirmation. Please reply to their last email if you haven't already. Thank you!

Hello, and thank you for the positive review! Good transaction speed is one of our top priorities, and we'll do our best to keep it that way. We're happy to see you enjoying it and wish you a great day!

Hello Erick, and thank you for such valuable feedback. We're happy to have made your crypto days easier. Enjoy your stay with Changelly!

Hello! Thank you for such valuable feedback. We're happy to have made your crypto days easier. Enjoy your stay with Changelly!

Hello! Thank you for such valuable feedback. We're happy to have made your crypto days easier. Enjoy your stay with Changelly!

Hi there, Jerri, and thanks for the positive review!
We're happy to have made your crypto days easier and will make sure to always keep up the good work and keep improving even further along the way. Cheers!

Hello, Ron, and thank you for taking the time to rate us! We’re glad that you found your comfort with us and we'll keep up the good work as long as we're out there.

Hi there, Nathan, and thanks for the positive review! We're happy to see you enjoying our services and will only keep on improving. Safe rides!

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello! Sorry to keep you waiting like this. The thing is, we take AML very seriously: our Compliance department works with certified tools and agencies, so they may need some time to investigate each case. We'll make sure they update you as soon as possible, and we hope for your understanding and patience.

This exchange service is *** client's money under the guise of KYC/AML policy. Few weeks ago I passed KYC check and everything was OK. But few days ago they said that is something wrong with my documents and they refuse to explain what is wrong. I suspect this is done to avoid returning the money.

Hello,

Unfortunately, according to the information security rules, the international AML policy https://www.bestchange.com/faq.html#frozen-transaction and the exchange service regulations ( https://changelly.com/aml-kyc ), your exchange was stopped and the KYC was required. You agreed to the rules and the AML policy of the exchanger when creating the order.

Please provide the exchanger with the information requested. If the data you provide is complete and accurate, the service will verify that you are not connected to any illegal activity and will proceed with the refund.
The status of your complaint is changed to neutral with the capability of commenting.

Sincerely, administration of the BestChange exchanger monitor.

I've already provided to exchanger all requested information, but they refused to accept it. And they refuse to explain what is wrong with my documents.

Hi there! Thank you for such valuable feedback.
We're happy to have made your crypto days easier. Enjoy your stay with Changelly!

Hello Toby,
We appreciate your positive feedback and wish you a great day ahead!

Hello! Thank you for such valuable feedback. We're happy to have made your crypto days easier. Enjoy your stay with Changelly!

Hello! Thank you for your feedback. Our support team works tirelessly, 24/7, so they'll be happy to know that their work is appreciated. We wish you only the best of swaps ahead. Have a great day!

Hello! Thank you for your feedback. We will keep providing smooth exchanges as long as we’re out there!

Hello Marsel,
Thank you so much for this review! We're happy to have you here and wish you a wonderful day ahead!

Hello Nicolai,
Thanks a lot for the positive feedback, it really means the world to us!

Hello Vasilisa,
Thank you for your feedback. We will keep providing smooth exchanges as long as we’re out there!

Hello Marco,
Thank you for the positive feedback. We're happy to see you enjoying our app and wish you a great day ahead!

Hi there, Dorian, and thanks for the positive review!
We're happy to see you enjoying our services and will always keep up the good work; that's a promise.

Hi there, Ferri! Thanks for the positivity and the kind words, it really means a lot to us We'll keep up the good work for as long as we're out there.

Hello Augusta,
Thank you for the 5 stars and for noticing the transaction speed. We put a lot of effort into keeping our transactions lightning-fast and don't plan on stopping anytime soon ??? Enjoy your stay with Changelly!

Hi there, Stephan, and thanks so much for the positive feedback! We're happy to see you enjoying our services and will make sure it stays this way. Safe rides!

Hi, Martin!
Thanks for the positive review, it really means a lot to us. We'll keep up the good work for as long as we're out there. Enjoy!

Grigori, thanks a lot for the positive review, it really means the world to us!
We're happy to see you enjoying our services and will always keep up the good work. Have a good one!

Hash transaction: 0xa7fa87a47dffd5c24e0f414e60c96ca148831ab5c9444f1576013b73abb0d0ac.

Hello,

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

Sincerely, administration of the BestChange exchanger monitor.

Hello Daniil, and thanks for bringing the matter to our attention! We'll investigate this transaction with our AML/KYC compliance department and will get back to you asap.

Daniil, it seems the funds in this transaction are connected to a public phishing scam and are likely stolen. This is a very serious case with funds lost worth millions of dollars. Our AML/KYC Compliance department will need clear proof of SoF (sources of funds) from you on this one, otherwise, they won't be able to identify you as the owner of these funds. If the funds are yours, please cooperate with them via your ongoing email thread so we can resolve this case ASAP. Thanks in advance!

Ïðèâåòñòâóþ Best Change è Changelly î÷åíü äîëãî èäåò ïðîöåññ âîçâðàòà ïðîøó óñêîðèòü ýòîò ìîìåíò. Îáðàòèëñÿ ê þðèñòàì îáúÿñíèâ ñèòóàöèþ. Ïî ïðîñüáå áûë ïðåäîñòàâëåí ÷åëîâåê êîòîðûé îòïðàâëÿë ìíå ýòè ñðåäñòâà. Íè÷åãî íå äâèãàåòñÿ ñ ìåñòà.  äàííûé ìîìåíò ïîäãîòàâëèâàåòñÿ ïèñüìî â ïîñîëüñòâî. Õîòåëîñü áû îáîéòè ýòè êðàéíîñòè è íàêîíåö ìíå ïîëó÷èòü ñâîè äåíüãè îáðàòíî. Î÷åíü íàäåþñü íà ïðîôåññèàíàëèçì âñåõ êòî ïðè÷àñòåí ê äàííîé ïðîâåðêå. Åñëè æå ñðåäñòâà ìíå íå áóäóò âîçâðàùåíû â áëèæàéøåå âðåìÿ ÿ ïðèäàì ìàññîâîé îãëàñêå äàííûé ñëó÷àé. Íàäåþñü ÷òî ìû óðåãóëèðóåì âñå ýòî çäåñü ïîñëå ýòîãî îáðàùåíèÿ. Ñ óâàæåíèåì îòíîøóñü êî âñåì, íî ýòî óæå ïåðåõîäèò âñå ðàìêè äîïóñòèìîãî è ïîõîæå íà ñêàì.

Greetings Best Change and Changelly. I want to contact you again. This situation is already beyond the bounds of what is permissible. All the conditions you set were met. And the person who sent this money was also provided to me. I do not understand what else to expect. I contacted my lawyers who have already started to draw up an appeal to the embassy. I would like to resolve this issue as soon as possible. If this does not happen, I will be forced to simultaneously with the lawyers publicize this case so that as many people as possible know how this site works. I am waiting for a response from Best Change and Changelly.

Daniil, we kindly ask you not to duplicate reviews. The duplicate is deleted.

Please keep constructive communication here or forward your questions to the Changelly team directly.

Sincerely, administration of the BestChange exchanger monitor.

Colleagues, there is no specific answer. Just wait and wait. I gave clear answers to all the questions asked. I provided everything that was asked of me. Please give me an answer as to what will happen to my funds. Have you appropriated them for yourself or will you return my money to me?

You also closed the new complaint created why do this. you are one of the largest sites and cooperate with a ***? as far as i know the money should be returned because i received it during the transaction, and before that they also came to the person during another transaction. if you are going to look for their initial appearance then specify the time frame. this is already very detrimental to me and i am losing both time and money and also part of my health and nervous system.

What is the reason for your silence BestChange reply to this message and please draw the attention of this exchange to this.

Hello Daniil,

We ask you to refrain from self-copying by creating duplicate claims, as this is not welcomed by the monitor administration.

Please, conduct the dialogue within the framework of the previously created comment. Your new review has been deleted.

Kind regards, BestChange administration.

You don't answer me, how can I have a dialogue with you?

Daniil, we kindly ask you not to create duplicates. In opposite we would be forced to restrict you commenting on our platform.
If you have already provided the information to the exchanger, please wait for their feedback.

Kind regards, BestChange administration.

297 days ago, a transaction was initiated from our personal cold wallet to exchange digital assets via the Changelly service, with the subsequent transfer intended for a Nutri wallet. We had successfully used this service in the past, which is confirmed by our transaction history.
During the disputed transaction, Changelly retained 76.76 ETH, which to this day has not been returned. We complied fully with the requested AML procedure and submitted the complete package of documents, including all statements and evidence confirming the lawful origin of the funds. Despite fulfilling all requirements, the service neither completed the exchange nor returned the assets, and has failed to provide any official explanation. All attempts to contact support remain unanswered.
We consider these actions to constitute unlawful retention of property and a violation of the service’s obligations. We are therefore documenting this incident for subsequent escalation to legal counsel, cybercrime authorities, and regulatory bodies in the jurisdiction of the service’s registration, as well as for the potential initiation of a formal claim and legal proceedings.
We remain open to resolving this matter amicably; however, we demand the immediate return of 76.76 ETH and a formal written response addressing this case.

Daniil, please do not duplicate your review. In opposite we will be forced to restrict you from commenting.
We hope for your understanding.

If you have additional questions, feel free to contact us at [email protected]. We will be glad to help.

Kind regards, BestChange administration.

Dear Changelly Support Team,
We are once again requesting an official response regarding our unresolved transaction involving 76.76 ETH, which has been retained by your service for almost a year. We have fully complied with your AML requirements and submitted all requested documents, statements, and evidence confirming the lawful origin of the funds.
Despite this, the assets have not been returned, the exchange has not been completed, and we have not received any clear status update or written explanation. Such delays and lack of communication are unacceptable for a regulated financial service.
We expect your official reply and a resolution to this matter without further delay. We have been waiting for nearly twelve months, and continued silence will leave us no choice but to proceed with escalation through legal channels, regulatory authorities, and public communication.
We urge you to treat this as a priority and respond immediately.

Dear BestChange team
Please try to understand me and the situation I am going through
For almost a year I have been waiting without any clear answer and without any real help
I am exhausted and I feel completely abandoned
My funds have not been returned and this has already caused me many personal and financial problems that I struggle with every day
I am asking you not only as a customer but as a human being to show understanding and compassion
I have been patient for a very long time and I have kept hope but I cannot continue like this without any response
Please hear me and please help me
I am waiting for your reply.

Awesome!
Thanks a lot for the positive feedback, it really means the world to us! :)

Hello, Tokeda! Thank you very much for the positive review. We're very proud of the number of currencies already available on our platform. Trust us when we say that 1000 is not the limit! ;) Be sure to check back every now and then for new coins.

Hassan, thank you so much for the positive review! Keeping our interface smooth and easy to use is one of our top priorities, and we appreciate you noticing it. We'll keep up the good work while you enjoy our services. :)
Have a good one!

Hey there, Sergey, and thanks for the 5 stars!

Indeed, a transaction can fall subject to KYC and even EDD at times by our Terms of Use, though that only happens when a transaction is flagged by the risk-scoring system, usually meaning a larger picture behind the funds. We take AML very seriously, so that's precisely when our AML/KYC Compliance department needs to conduct their investigation.

Now, we do understand that you'd prefer to have a solid timeframe to account for your time, but regrettably, AML cases are all processed on a case-by-case basis since they depend on the provided data and the story behind the funds/case. That's why a specific timeframe can't be set in advance and giving you such a timeframe may be a promise the AML team would have to break. That's why we ask to understand them as well and give them time to investigate everything. In the meantime, we'll keep an eye on the case for you as well and will update you as soon as we hear more from the AML team.

Thanks for your patience in advance! We're available 24/7.

I'm just asking for my money back. I did transaction with a crystal clear AML rating (can be verified through any service). Changelly requested to do KYC check and to provide documents. Everything is done. As service you offered to refund BTC back and I have confirmed. It should be done within reasonable time. Other exchange platforms are resolving that matters in 48 hours.
My request is to proceed with your internal processes and return my money to the sender's address.

@Changelly admin
I was promised to be refunded but today again have the same talks as a day one, that you need approvals for some senior managers etc... It shall be internal process and clients shouldn't be effected by that. You can get approvals and process in few hours but it takes few months now after the money are on hold!
It looks like you created business out of holding peoples money and using that funds for your own benefit. I'm kindly asking to process refund today.

I'm asking BestChange admins to interfere since Changelly just promising to refund and after that just saying that it takes time. 6 days back they promised that it takes 3-5 business days and they had whole week to do so.

Sergey,
As we can see, all your transactions have been refunded by our AML Compliance team. We cannot share the payment hashes here publicly for security reasons. However, you can feel free to get in touch with our Support team at [email protected], and they will be glad to provide you with the refund hashes.

Hello Sergey,

We kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Sincerely, administration of the BestChange exchanger monitor.

Hi, Heo! Thank you for bringing the matter to our attention.

Indeed, a transaction can fall subject to KYC by our Terms of Use, though that only happens when it's flagged by the risk-scoring system, usually meaning a larger picture behind the funds. We take AML very seriously and for now, only need to conduct the investigation as per our Terms of Use and AML/KYC Policy. However, there is no transaction in our system with the Transaction ID you're indicating. Please double-check the Transaction ID for any typos or missing digits. With the correct Transaction ID we'll be able to see the case you're referring to and assist you further. Looking forward to your reply!

It’s been 10 days with no reply from support. I passed KYC and submitted all required documents, but still haven’t received any response.

Heo, as we can see your transaction is successfully finished and you should see the payout hash in the History section, just as you would normally do. We hope the process wasn't too much of a hassle for you and we wish yo ua great day ahead!

Hello,

Dear user, we kindly ask you to confirm the receipt of funds from the administration of the exchanger.

Sincerely, administration of the BestChange exchanger monitor.

I have been exchanging funds with them in other directions for a long time and have never had any problems. I hope they will help me with my issue, and I will remain in a good mood and continue cooperating with them.

Thank you, Changelly and BestChange support.

If you have any doubts about the sender of the funds or the quality of the exchange, you may return them to the original SOL address from which you received them. Thank you.

I contacted support, and they asked me to undergo an AML check. However, there is no mention of any AML verification requirement in Exodus, and my funds can be verified on any available platform.

The previous exchange with a smaller amount was processed by your service just one hour before this transaction. I believe that requesting supporting documents in this case is unjustified and based solely on the size of the funds.

You can return the funds to the original wallet from which the transfer was made. According to the legislation of any country, when carrying out an exchange, you should have informed me in advance about the possibility of additional delays or AML verification due to a larger amount. Logically, you would also have blocked my first transfer if that were the case.

They do not agree to return the funds to the original address. Am I required to go through KYC verification if the first exchange was approved and the second one was frozen? Isn’t this ***? I hope BestChange will make them use common sense and return my funds without any delays.

Based on the issues described on *** and in other complaints, it seems that they act solely at their own discretion, especially when it comes to larger amounts. I would like to request confirmation, for example from amlbot, that my funds are considered high risk, or any other valid argument.

My first transaction of 20 SOL from the same address through their service was approved without any problem, while the second transaction of 40 SOL was blocked for additional verification.

Let your support show me at least one argument why my funds appeared suspicious to them, other than the amount, and I will agree to complete KYC on principle. I suggest using the well-known service AMLBot to check my funds.

They are requesting KYC verification but do not explain what it is based on. They processed the first transaction of 20 SOL without any issues, but they are delaying the second transaction of 40 SOL. I see no logic or valid reason for this blocking.

BestChange, could you request from the service the data or reasons on which they approved the first exchange but blocked the second one? I am confident there are no valid grounds for the blocking — it looks like simply Changelly’s intention to take the client’s money, force them to provide personal data, and then delay the process.

Let them provide negative AML data on SOL, or is this just their imagination?

Https://www.bestchange.com/report/0a690d2b3c978e0ad2bd6247ca64bdc0
Not found on OFAC's SDN List.

If you go to ***
and look at all the negative reviews, you will see that 95% of them are about large amounts being blocked and then returned after 30+ days. However, no valid reasons for these blockings are ever provided. What was once a good exchange service has turned into a convenient way to profit at the expense of other people’s funds.

The same can be seen in their reviews on ***. It seems to me that their owners have found an easy way to make more money than just from user fees. If this case gets delayed like the others, then it is 100% a reason to think twice before exchanging money with them.

After 12 hours, they have not provided a single piece of evidence or argument to justify blocking the exchange. At the same time, they processed the first exchange with a smaller amount without any issues. They are simply holding the funds and staying silent. I have no problems with AML, and they know this perfectly well.

Also, in Exodus during the exchange, there is no mention of KYC or AML, nor that the exchange will be processed through Changelly. This does not comply with the policy of fair exchange.

I made another exchange with their service for a smaller amount after the blocked transaction, and it was approved without any issue. This clearly indicates that they intentionally block only larger transactions.

We are already working with a group of partners who specialize in handling such cases to ensure this matter is resolved. All necessary evidence has been provided to BestChange, and we are also in contact with other representatives of fair exchange platforms.

This situation demonstrates a serious lack of transparency and raises clear concerns about unfair practices.

Hello Anton, and thanks for bringing this matter to our attention!
Indeed a transaction can fall subject to KYC and even EDD sometimes when it's flagged by the risk-scoring system, usually meaning a larger picture behind the funds. There is more than just an amount, or the wallet address to suspicious activity alerts. If you want to learn more, please feel free to check our AML/KYC Policy and Terms of Use.

In the meantime, we ask you to comply with our service terms and pass the verification. Accepting our terms is part of using Exodus as a third party – please feel free to ask them about how and where they display such requirements on their end. We take AML very seriously and ask all our partners and customers to do the same. We hope for your understanding and cooperation with the investigation. Thanks in advance!

I am ready to complete verification once you provide confirmation that the transaction is indeed suspicious. I am waiting for your reply and for BestChange’s response to my claim, along with a proper justification for the freeze. I also made another exchange from the same wallet with a smaller amount, and it was successfully processed. Your statements do not correspond to reality.

All additional information was provided in my letter to BestChange and to other fair exchange providers.
My exchange of 20 SOL was completed successfully one hour before the 40 SOL exchange on your service provider. After the freeze, I made another exchange of $20 using your service, and that exchange was processed without being frozen. I am now waiting for BestChange’s response before taking further action. I believe that your exchange service should not be listed on a platform like BestChange.

All the complaints are identical, and the issues described in them are the same. You are simply freezing clients’ funds above a certain amount and then deliberately delaying the refund process. Moreover, during the exchange there was no indication that the transaction would be frozen solely due to KYC or AML. It was only stated that the exchange is carried out by a third party. I am waiting for your explanation of the reason for the freeze, and if you provide one, you will receive KYC verification from me.

Dear Changelly Administration,

Your recent actions have completely undermined my trust in your service. I have been a regular client, conducting numerous exchanges (including USDT to BTC and other assets), and until now I have never encountered unjustified interference from your side.

It is deeply disappointing that you have demonstrated disregard for your clients’ time and have failed to resolve this matter in a transparent and timely manner. All of my exchanges have been conducted exclusively through your platform, and by withholding my funds without valid grounds you have lost a long-term client who valued and respected your service.

Unjustified retention of customer funds is not an acceptable practice within the crypto community or among legitimate exchange services. I am confident that BestChange, as well as other oversight and partner platforms, will take note of these practices and reconsider your participation on their resources.

Unless this issue is resolved immediately through either the completion of the exchange or the prompt return of my funds, I will escalate this matter further to consumer protection authorities, partner platforms, and legal channels.

The decision of your service to block large transactions must be supported by more than a general reference to your Terms of Use. Please provide concrete evidence that my funds are problematic. Once such evidence is presented, I will immediately complete the KYC verification.

At present, it appears that you are making such decisions solely at your own discretion, without presenting any valid arguments. To ensure objectivity, I have already used independent services to check my funds for AML risks or suspicious activity, and I also contacted the service from which my funds were obtained. Both confirmed that there are no issues or restrictions associated with my address and advised me not to undergo verification without justified grounds.

I am immensely grateful to you and even to Changelly for meeting me halfway and returning the funds. My exchange is now completed. I wish you to be more transparent in your relations with your clients.

Hello Anton,

We are glad to hear that your situation has been successfully resolved.

You are always welcome among the users of our exchange monitoring service.
If you ever face any issue related to crypto exchanges, feel free to contact us — we will analyze the situation, answer your questions, and help you find a solution.

Kind regards, BestChange administration.