My complaint:
Company: Changelly (Operated by Marella LLC, Registered in Saint Vincent and the Grenadines)
Category: Cryptocurrency / Financial Services
Complaint:
I am submitting this complaint to formally report Changelly, a virtual asset service provider operating under Saint Vincent and the Grenadines jurisdiction, for engaging in what I believe is a deliberate misuse of AML/KYC procedures to unlawfully freeze digital assets.
On March 4, 2025, I used Changelly’s service via the SafePal wallet app, which is indirectly owned by Binance through Binance Labs, to exchange USDT (TRC-20) for ETH. Although the transaction was accepted, the funds were immediately placed on hold for AML/KYC verification.
I ly submitted all KYC documents and proof of fund origin as required.
However, a second transaction I made shortly afterward — converting USDT to XRP — was processed without any issue, highlighting inconsistent enforcement of AML controls.
Unfortunately, my third transaction (USDT to SOL) was also placed on hold, despite my fully verified status. Now, more than 50 days have passed, and over $300,000 USDT remains unjustifiably frozen. Obviously, there is a discrepancy in the treatment of transactions based on amount, transactions below $20,000 are approved, while anything above, such as my ETH and SOL transactions, face significant difficulties.
Changelly has not provided a timeline, no formal explanation, and their customer support now responds with only generic messages or no replies at all. SafePal, as their wallet partner indirectly owned by Binance through Binance Labs, has refused to take any responsibility or assist in resolution.
This ongoing situation has caused significant financial and emotional distress.
I believe this behavior violates:
AMLD5/6 and FATF guidelines on Enhanced Due Diligence (EDD), which recommend completion within 30 days;
Basic user financial rights, given no formal Suspicious Transaction Report (STR) has been issued or communicated;
Ethical standards for digital asset custodianship.
What I expect from Changelly: An immediate resolution and release of my funds; A formal explanation for the prolonged delay; Confirmation whether an STR was filed and under what grounds.
I am willing to provide all necessary documentation, including: Transaction hashes and in-app records; All KYC files; Correspondence with Changelly and SafePal; Screenshots of the wallet interface and transaction statuses.
Suggested solution:
Immediate release of my funds
