For the 3 years delay of processing time and if the user has sent all the required documentation, freewallet should compensate the waiting. You cannot lock someone's money for 3 years hidden behind "progressing time" and expect to go away with it.

I start thinking that the process of recovering access to the fund is so complicated just to discourage the owner from chasing their funds back. Some people might leave the case and forget it if there are no significant amount of money involved, and what happens to these funds? Where do they go and how long they gonna stay there in the owner's accounts?