Hello there! ChangeNOW here.

Please allow us to explain what happened in this exact case:

One of our users created an exchange of 3 BTC to XMR on the 10th of January, 2019 — this exchange could not have been processed at the time. The user hasn't made contact with us back then.

gofry47 contacted us on July 9th, 2021 — 2+ years since the exchange took place.

For the sake of security of our users’ funds, sending 3 BTC or their XMR equivalent to a 3rd party address without being 100% sure that the person contacting us is the same one that created the exchange from over two years ago is something we are not willing to do. This serves both the interests of the user and ChangeNOW as a secure and trustworthy service.

gofry47 claims to have no access to the initial address they want the ChangeNOW to refund the 3 BTC in question to. It is yet to be proven whether the user has access to the payout address as we’ve been getting mixed signals — there are times gofry47 claims to have access to the address, but sometimes the user claims the opposite.

There are several ways to validate the address — unfortunately, none of them worked for gofry47.

To validate the payout address gofry47 initially told us they have access to, our Support Team has sent an unknown insignificant amount of crypto to the Monero wallet the initial user set as a payout address. The user in question should’ve then told us the exact amount he received — which gofry47 failed to do.

After we did that, gofry47 told us they no longer have an access to the payout Monero address.

To sum things up: the user claims to have no access to both the initial and the receiving address, and cannot identify themselves.

The only backup plan we could suggest was contacting the police — law enforcement will conduct an investigation and then contact us with a request for a refund if gofry47 is to be confirmed as the party initiating the exchange in 2019.

Our Support Team is in constant touch with gofry47 and we’re willing to do anything that can help solve this case in shortest delays possible. As soon as we have any sort of tangible proof that the funds in question do belong to gofry47, we’ll gladly send them over to an address gofry47 gives us.

We suggest gofry47 to verify their identity using any of the ways we've suggested — we'll be more than glad to proceed with the case as soon as it happens.

NB: It is worth mentioning that this case led us to create a precise, clear, and concise guide for users that end up in a situation similar to gofry47’s, and that we’ll gladly share this guide with the bitcointalk.org community as soon as possible.