Changelly has been holding approximately $500,000 of my funds for over 10 months despite successfully completing their KYC process. They've ignored my repeated emails and messages, instead making absurd and irrelevant demands that have nothing to do with the transaction or proving ownership. I've even offered to sign using the wallet that initiated the exchange to prove I am the rightful owner, but they continue to stonewall me. Their refusal to resolve this issue or even communicate properly is unacceptable. I strongly urge everyone to avoid their platform.
As reported by many other customers. Changelly lets you walk into a trap. They ask for KYC after (!) the transaction is performed and been put on hold. But it does not stop there, after that you find yourself in a spider web of AML questions where you have to prove the source of your funds plus other unrelated transactions from your wallet that happen to be visible on the blockchain. After you provide all this information that goes way into privacy territory you will keep getting "please wait" responses if at all. I initiated legal action as this seems according to many other victims to be the only way to get the funds released.
Hi there! You seem to have not provided us with transaction details in your review or our data request so we cannot identify the case you're referring to. But it seems your transaction is on Hold as subject to KYC.
We understand how KYC can seem uncalled for or even frustrating at times but we must still ask for your patience and cooperation with our AML/KYC Compliance department. For the sake of crypto sphere protection, we take AML very seriously and work with certified tools and agencies. That is why, when a transaction is flagged by the risk-scoring system, we ask to comply with our Terms of Use and cooperate with the AML investigation.
If you haven't already, please reach out to our AML/KYC Compliance department at compliance@changelly.com and they'll be happy to assist you with KYC and the AML check. Thank you in advance, and have a great day!
I made a swap on Changelly for 1.******** BTC on 26th July, but it got flagged for AML compliance. They asked me to complete selfie KYC via Sumsub on 18th August, which I submitted. A few weeks later, on 15th September, they requested proof of funds, and I provided it right away.
Since then, it's been a total headache. I've sent over 20 follow-up emails (every 3-4 days), but all I get are generic responses with no real progress or updates.
It's now 23rd November, and I'm still in the dark about my funds or the status of the swap.
Hi again!
Your case is indeed under investigation as subject to KYC, but please understand that this only happens when a transaction is flagged by the risk-scoring system, usually meaning a larger picture behind the funds. At this point, we can only continue with the full-scale investigation. Upon receiving several claims to these funds by different people, our first and foremost priority became establishing the real owner of these funds. If it's you, please cooperate with the AML/KYC Compliance department via your email thread at compliance@changelly.com
We take AML very seriously and work with certified tools and agencies, so may need time to fully investigate.
On a side note, we hope you understand that reposting this review around the internet will not contribute to the case resolution, but cooperation with the AML team will.
Thank you in advance!
https://changelly.com Scammers
I have provided all the evidence. I also agree to any KYC/AML and other information. This is just the ceiling of bullying. Changely, what right do you have to dispose of my money? I am already fulfilling all your conditions worse than in the credit department, and you continue to mock me with a smile. Users, if you are reading this, do not even think about coming close to this service or get ready for hardcore sadomaso and loss of money.
I officially declare that the changelly service does not conduct any investigations, communicates according to templates, collects data, and then changes operators and starts everything in a circle. THESE ARE SCAMMERS.
OrderID: cgral4cner33adt6
I can also provide any other information confirming the honesty of the review.
Hi again! We appreciate you bringing the matter to our attention but as we've mentioned on other platforms as well, your case is under investigation due to 2 people making their claims to your Changelly account. Our goal here is to ensure that the funds are delivered to their rightful owner, so we only ask you to provide our AML/KYC Compliance department with the requested information so they can complete the investigation, identify you as the account owner, and restore access to your account.
That said, we really hope you understand that reposting the same review will not contribute to the case resolution, but your assistance with the investigation would. Our team is available 24/7 and will be there for you anytime! Thank you in advance!
Be cautious with this provider! I initially exchanged a smaller amount for testing, which went smoothly and quickly. However, when I tried to exchange a larger sum, it was held with a "suspicious" notification. The coins I sent both times were from the same address and are 100% clean. I then completed a verification with my ID, yet they keep asking for more information, which I am trying to provide, but the money is still not being released. The support team also won't tell me when it will be released.
Hello Samuel,
As we replied to you on the BestChange platform, your refund is on its way. Please check your inbox, our team has sent you an email to specify certain details. Hope for your understanding and patience. In case of any questions, please do not hesitate to write us at support@changelly.com or directly to the Compliance team. We'll be glad to help you.
Just a quick reminder: we take AML and KYC very seriously: our Compliance department works with certified tools and agencies, so they may need some time to investigate each case.
Thank you!
I'm a newbie in crypto and been using Changelly for not so long, but really enjoy the simplicity. The platform is really nice and functional.
Yet, yesterday I had a small problem and, as a result, a conversation with the Support. They were friendly and really helpful: it took less than half an hour to solve my issue.
Thanks dear team. I'll recommend it.
I attempted to swap 1 BTC to XRP. After 24 hours and 27 bitcoin confirmations, the swap still had not been done. Another day later, and I still have neither my BTC or XRP. I was told this would be dealt with the same day. Considering legal action against this bad practice company.
That platform hold my money money then month and always reply that my case under review and reject to return my money. Don't recommend. Unprofessional company! UPDATE: They stop responding by emails. Just decide to still my money. Do not trust that chinese company.
Hello Adam R! We are sorry to hear that. We see that you've experienced some issues during your exchange. Please note that we are aware of your problem, and we're currently doing our best to resolve your case asap. Our support agents will contact you as soon as the case is resolved. If you still have any questions, please do not hesitate to contact us directly at support@changelly.com or via the live chat on our official website changelly.com. Thank you for your patience!
Today I found out that this exchange works perfectly well and fast. I exchanged some XMR to USDTBSC: it was a really quick process without any delays or issues. Also liked the transaction fee: only 5.25 USDTBSC. Yes, it's rather small comparing to my previous exchange. So I rate it 5/5.
Be careful with this website, it may be a scam! I exchanged 500 USDC through 3rd party exchange comparison platform. It turned out that the platform did not show that I had to send USDC Native, instead of Bridged, as I did. I contacted Changelly support, who stated that they need a $100 fee from me to recover the funds. I sent them the $100, and for over a month, I have not received a refund of my 500 USDC!
Support keeps replying that they are working on it. Instead of recovering my $500, I lost an additional $100. In total, $600 has been withheld by Changelly for over a month. Beware of them!
Hey Josh! We are really sorry that you had such an experience. Please note that the problem is that you have accidently sent wrong tokens to the network (the address was generated for USDCARB while the sent cryptocurrency was USDC.e),. The process of withdrawing the wrong coins from a network is quite tough and might take a while while it also requires a penalty. We are aware of your case and are doing our best to make a refund as soon as possible, but again it is quite a long process. Our team will get back to you once all the bureaucracy is done. Thank you for your understanding and patience!
Overview
Changelly has a rating of 2.3 stars from 119 reviews, indicating that most customers are generally dissatisfied with their purchases. Changelly ranks 88th among Currency Trading sites.
Changelly offers its API and a customizable payment widget for any crypto service that wishes to increase its turnover. The exchange provides its Affiliate program with a quite appealing revenue share mechanism. Changelly is a partner with Jaxx, Coinmarketcap, Coinomi, Ledger, Exodus and other prominent companies.
We offer you an intuitive interface, the best exchange rates and secure transactions. We aspire to establish mutual trust with our clients; thereof we don’t have any hidden or unreasonable fees. We always charge only 0.5% fee and that’s it, full stop.
Changelly 24/7 support team works around-the-clock to smooth your purchase or exchange experience. We highly encourage you to contact our team directly via support@changelly.com if you have any questions
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Hi there, Apes! We understand how KYC can seem uncalled for or even frustrating at times but we must still ask for your patience and cooperation with our AML/KYC Compliance department. For the sake of crypto sphere protection, we take AML very seriously and work with certified tools and agencies. That is why, when a transaction is flagged by the risk-scoring system, we ask you to comply with our Terms of Use and cooperate with the AML investigation.
Your case is a complicated one, thus for any updates we ask you to reach out to our AML/KYC Compliance department at compliance@changelly.com and stay in touch with them directly. They'll be happy to assist you with KYC and the AML check.
We hope you understand and wish you a good day ahead!