Based on
https://bitcointalk.org/index.php?topic=4619534.540And their official message in this forum
"
Hey everyone, Polina here. I understand that a lot of time has passed since our last update, but I finally have some news to share.
Yesterday we have received a legal opinion on the situation. They gave us the green light on issuing refunds to all our hanging KYC cases.
This applies to all ouf our KYC clients who wish not to sumbit their IDs for verification. From now on, such cases will be issued a refund minus the network fee and the addresses they have used to make the deposits from will be blacklisted on ChangeNOW.
You can read the entire statement along with our future plans here: https://medium.com/@changenow_io/changenow-updates-verification-cases-and-future-plans-cf04a2863168.Users have right to refuse kyc , but i requested many times from them to refund and they said "no" .
I think we need to gain more attention here to bring back their marketing manager and make her responsible for this !
You never submitted KYC?
I submitted kyc and sent all source of funds documents to them , but when they accept to refund to people who doesn't even do that ! It means they surely will refund to me as well !
Im super new here , can you guys do me a favor and help me with this ?
Need to bring a representative from changenow here
If you submitted KYC documents, that means you are going through background check. How long it takes? I don't know. Once you have submitted documents, if they marked your transaction as suspicious and reported to appropriate authority, they are waiting decision same as you do.
Not sure if this is what is happening, as this is something I went through as well in past, but that's how it normally goes. And fyi, I am not defending them, in reality I've seen numerous of accusations from members here thinking that they might be abusing this system.
Checked their reddit + telegram , it's full of these cases , holding money for absolute no reason other than bullying people for months and in some cases (2 years) .
This is totally unacceptable.
Under GDPR rules which changenow and their AML service complying to , they should tell me the reason for delay , tell me which tool is used to mark transaction as suspicious , whether it was automatic or manual and giving me deadline for this process !
I already am familiar with all of public backlash and I do think there's something sketchy going on.
As for the transaction marked as suspicious, although they should've given you a different wording, they are not allowed to if they have sent it as "suspicious transaction" to the authorities, because at that time, their instructions are that they should not in any way inform you that such transaction was reported to the authorities, nor give you any more details of that transaction.
Silly AML/ATF rule, but that's how it goes unfortunately.