Dear customer,

We kindly ask you to not post false information about the product. ChangeHero is striving to protect the customers and partners from any kind of fraudulent activity, that is why we are following AML/KYC standards. Our risk-scoring system can pause a transaction for further verification and manual processing. Requesting Source of Funds is a common practice when conducting AML checks and once the customer provides us with the necessary information, their transaction gets released.

Before carrying out the transaction, the user agrees to the policy and rules of our exchanger (https://changehero.io/aml-kyc). You have given your agreement before the exchange too. As a result, the risk-scoring system paused your exchange, and it required KYC. Since you refused to undergo the KYC procedure, according to our rules (https://changehero.io/aml-kyc), we can refund you your amount -10% due to denying going through the KYC procedure.

We are absolutely transparent and do not hide the working conditions. And we are always trying to help the user. We feel sorry for your negative experience with our service. So if you are experiencing any issues with ChangeHero, please do not hesitate to contact our support team, we will be glad to help.

Mila, ChangeHero team