Hello everyone! It's OpenChange.

Let we tell you our point of view.

Some user came to our website. He was informed that the incoming transaction would be subject to AML verification. He also agreed to our User Agreement that:
- the funds sent will send to the crypto exchange
- he knew that his funds were high risk / dirty
- sent funds will be AML checked by the crypto exchange
- he understood that they would be frozen by the exchange and that verification would be required
Please note that we do not require verification from the user, but only transfer data to the crypto exchange that requests this information. Since the funds are sent to a cryptocurrency exchange, we have no way to make a refund without receiving additional information. When the user provided this information, the funds were unfrozen by crypto exchange, credited to our account and after refund was made.

About crypto exchanges:
Using crypto exchanges allows us to convert cryptocurrency into USDT immediately after being credited to the account and fix the exchange rate. If we accepted funds to a cold wallet and sent them to the exchange, then order processing would take a very long time and users would complain about losses due to the volatility of the exchange rate. We inform users that the funds will be accepted to the crypto exchange.

About 10% fee:
Many times we have lost and frozen our own funds due to users sending high risk funds. Questions about these transactions appear after we complete orders. You can't even imagine how much money was lost due to users like this one. This is our rule. If some user does not agree with our rules, he can use another exchanger.
Since the user did not provide any evidence of using ChipMixer, we have every reason to believe that the funds were stolen. Refusal to provide additional information confirms this. Many times, such freezes allowed the thieves to be stopped and the funds returned to the rightful owners.

About slander:
The user wrote that we are cheating someone with Western Union transfers and with PayPal, but this is a lie. No one knows where he got this nonsense from and he did not provide any evidence. You all just believed him and did not check.

What do you think would be the right thing to do in this situation? We are interested in hearing your answers.

P.S. We have decided to refund 10% to the user and have already done so. We hope it will help stop the conflict.