3 reviews for Changelly are not recommended

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Robin B.

Romania

1 review

3 helpful votes

BTC worth $2500 not received!

June 5, 2020

Hi, I made a swap of 10 ETH to BTC using myetherwallet so I had no idea about changelly terms because it was inside of myetherwallet. After almost 2 hours of waiting for the BTC, I saw that I did not receive it and went to changelly live chat, they told me that my transaction has been flagged by there risk scoring system and I need to contact there security via email so I can do the KYC. After I sent them an email I got this answer:
"
Dear Customer,

According to our Terms of Use, the AML & KYC verification is required to process a transaction that has been flagged by our risk scoring system. You have agreed to our Terms of Use before sending the funds to exchange.

We do not sell, trade, or rent out your personal identification information. You can learn more about how we collect and store our users' personal data in our Privacy Policy.

Upon successful completion of the AML & KYC verification, the transaction which has been previously put on hold will be processed. Please note that the rate is fixed since the exchange has already been completed.

Security & Anti-crime Department,
Changelly.com"

After I completed the KYC, I got this answer:

"
Dear Customer,

Thank you for your query.

Also, we kindly ask you to upload a liveness selfie. You can make it in the same application.

Security & Anti-crime Department,
Changelly.com"

After I upload it the liveness selfie, they start asking questions about how I received the ETH, official proofs for purchasing the ETH. I answered there questions but no BTC or refund of my ETH.

They clearly confirmed to me via email that after I will complete the KYC, I will get my BTC "Upon successful completion of the AML & KYC verification, the transaction which has been previously put on hold will be processed. Please note that the rate is fixed since the exchange has already been completed."

BUT, what happened? After I completed the KYC, they did not sent me the BTC, they asked for a liveness selfie. After I provided the liveness selfie, again they did not sent my BTC, they started to ask other questions.

So what is this changelly? You confirmed that you will pay me the BTC after I will complete the KYC but you did not provided it!

I want my BTC worth $2500 or I want my ETH back!

Date of experience: June 5, 2020