URGENT: Changelly Has Held My Funds for 16 Days

[Rah12345]

I’m posting this to warn others and hopefully get visibility from Changelly’s senior compliance team, because my case has now reached a stage that I believe is inconsistent with standard AML/KYC procedures under global guidelines.


Here is exactly what happened — clearly, calmly, and professionally:


Timeline

Before 16 days I submitted two exchanges to Changelly

zedecuecc8gr7y4w

3voii1f67fyax7fo

Both were unexpectedly placed on AML/KYC hold


Over the next few days, I submitted everything requested:

Swap proof

Wallet ownership proof

Transaction flow documentation

Source-of-fund explanation

Screenshots

Email confirmation

Work agreement

Invoice

Signed payment confirmation letter from my client

All documents were acknowledged and reviewed



The problem began when they shifted the review to an old transaction

Instead of evaluating the ETH used for the held transactions, Changelly began requesting documents related to an old transaction from over months ago, which was already successfully exchanged long before the current review.

Even though it was unrelated, I still cooperated and submitted everything.

Then Changelly made a request that concerns me legally

After giving them every document in my possession, Changelly informed me:

"They cannot proceed unless my private client contacts them directly and completes KYC."

This is where the situation became impossible and, in my understanding, inconsistent with global AML standards.



Important legal issue: My client has no relationship with Changelly

My client:

Is not a Changelly user

Has never interacted with the exchange

Never agreed to their Terms of Service

Has no contractual obligation to provide identification to a platform he does not use

Legally cannot be compelled to undergo a financial KYC process for a third-party platform



I am 100% cooperative — but I cannot force a third-party private client to complete KYC

I have provided everything that is in my control.

I simply cannot force an unrelated person — who has never used Changelly — to submit ID documents for a service he has no connection with.

What I requested from Changelly



I politely asked for one of two standard AML outcomes:

An alternative verification process

(Without involving a non-customer),

OR

A refund to my original sending wallet

(Which is the required AML procedure when verification cannot be completed.)

No accusations, no anger — just a reasonable request consistent with AML law.



This post is NOT to attack Changelly — it’s to seek help and transparency

I respect AML/KYC requirements.

I understand exchanges must protect themselves.

I have cooperated fully for 16 days straight.

But requiring a non-customer to complete KYC raises serious concerns.



And at this point, I’m asking the crypto community:

Has anyone experienced this type of request before?

Is it acceptable for an exchange to demand KYC from someone who is not their user?

What is the best escalation path?



Message to Changelly (if you are reading this):

I am not refusing verification.

I am not refusing cooperation.

I have provided more documentation than any standard EDD normally requires.

I simply cannot force an unrelated third party to complete KYC for a platform they do not use.

I respectfully ask that a senior compliance officer review my case and either:

Proceed with an alternative verification pathway, or

Refund the held transactions to the original ETH wallet.

This is the only legally consistent and reasonable solution.



Thank you to anyone who reads this and provides guidance.

[Chibit01]

We have a board called “Scam accusations” where this type of thread are always reported, I will advise you move this one their by just checking below your thread left corner you will see the move option and follow the guidelines.


I have read a lot of report about this same exchange how users encounter issue with them and their unprofessional way of handling matters using KYC verification to freeze and deny customers of their money.

[Trêvoid]

There are plenty of warnings about Changely online avoid using it. Also, stay away from these sites: Changenow, Changelly, Simpleswap, Fixedfloat, and Morphtoken.

I'm trying to warn everyone, but it doesn't seem like enough.

[retaur]

@OP what's your client a client of? Do they pay you in crypto or fiat? What service do you provide?

I'm wondering if it's worth clarifying with changelly that you're not a payment provider or providing a means of payment to someone else - it's likely banned in their terms to have a client that just interacts through you for making exchanges. I don't think in AML policy it's strictly possible to compel a third person unrelated to the initiation of a transaction to supply their own documents unless you make it a standard procedure or add it as a condition of their next contract.

Changenow, Changelly, Simpleswap, Fixedfloat, and Morphtoken.

I've used simpleswap and changenow in the past and they've worked but my issue with them is their kyc policy changes a lot. There's not enough decentralised options to replace them though yet.

[examplens]

@OP what's your client a client of? Do they pay you in crypto or fiat? What service do you provide?

I'm wondering if it's worth clarifying with changelly that you're not a payment provider or providing a means of payment to someone else - it's likely banned in their terms to have a client that just interacts through you for making exchanges. I don't think in AML policy it's strictly possible to compel a third person unrelated to the initiation of a transaction to supply their own documents unless you make it a standard procedure or add it as a condition of their next contract.

Why would he need to explain to anyone who his client is? The client can be a large global company or just an ordinary user. What if the client agrees to do KYC, so Changelly requires KYC from the fourth party, the one who sent the coins to the OP's client? Where does it end? Who authorised Changelly to investigate?

Also, stay away from these sites: Changenow, Changelly, Simpleswap, Fixedfloat, and Morphtoken.

Whitebit should be added here.
btw. I never heard about Morphtoken.

[SamReomo]

I'm trying to warn everyone, but it doesn't seem like enough.

People don't really care much about such warnings but once they get into trouble then they think that why they've not taken the warning seriously. I also suggest everyone to stay away from such instant platforms or exchanging their crypto, it's way better to go for trusted platforms.