They are not an instant exchanger, but just a kind of aggregator where everything takes place on their site. Every order is forwarded to one of their liquidity partners (Kucoin, Binance, Whitebit), who further process the swap.
The problem in such cases as the one presented by the OP is that some of the partners require additional AML checks, so everything practically goes through The Change as an intermediary.
i wonder what's the point of using them instead of just going thru liquidity partners directly?
imo, if an instant exchanger doesn't use their own reserves and doesn't have full control over the swap, they are not worth using.
not only do you have to deal with KYC/AML checks if they think your coin are "tainted", but you are also paying higher fees since they are basically just a middleman.
and tbh, being a middleman without offering things like insurance for user funds or any added privacy or guarantees, adds absolutely no value.