Hello!
We are very sorry that you have encountered the problem you are describing:( However, we would like to note that our company never intentionally freezes users' funds. To find out more, you can read our terms of use here >
https://changelly.com/terms-of-useThe only thing is that your terms are not explicitly clear as to what happens when a user might refuse ID documents. You are clear that the transaction will be put on hold, refusal to deliver ID docs not so much. This is what has caused complaints from what I have read and not something I want to experience. I get that you operators feel this necessary but, it really is not in line with any principles of cryptocurrency from many inceptions of white papers available for public reading.