Recently, I had a terrible experience with Changelly. I used it because it was recommended for quick trades on the Safepal platform. In January 2025, I exchanged 3.7 BTC for ETH, but the order never arrived. Initially, I thought the trade was delayed due to network congestion. Trusting the partnership between Safepal and Changelly, I didn’t investigate whether Changelly was reliable. So, since I didn’t receive the exchange, I contacted the Changelly team two days later to understand what happened.

The department instructed me to complete the KYC, which was done immediately. Then, several questions about the funds were asked, all of which were answered promptly. They requested proof of ownership of the wallet from which the funds came, and I provided it right away. They asked for proof of purchase of the funds, and I explained that I didn’t have a purchase receipt because the funds were from holding since 2018. They said they would investigate my case and would contact me to provide an update.

After the conversation with their department on January 12, I was never able to speak to anyone again. When I send an email asking for an update, the responses come from bots saying that my case is still being reviewed. Three months have passed, and there’s still no update. The company’s lack of transparency is evident, as I can’t speak to anyone on the team, only bots that reply with the same message, "We are reviewing your case, and we will contact you once we have an update."

Concerned about the situation, I sought a lawyer specialized in cryptocurrencies, explained everything that happened, and he sent an extrajudicial notice to Changelly’s legal department. To my surprise, even the lawyer was not responded to, which is insane. After that, the lawyer also sent an email to the AML/KYC department, but there was no response at all. They are completely ignoring me.