My funds are frozen by ChangeNOW and ChangeNOW ignores my questions regarding these case and refuses to return my funds!!!

ChangeNOW is a SCAM exchange that has been illegally holding my 1.38M Zilliqa for a month now, without any specific explanation.

Untill I posted this on Reddit, I was deceived into claiming that they were working on resolving my case, but that was not true.

Their customers relationship is terrible and as far as I can see it only serves an absolute expenditure of funds, energy, time and health of customers.

I'm sorry that I have to write something like this in public, but my experience with ChangeNOW is terrible!

Please learn from my expirience!

On 21.05.21. in Atomic Wallet I started a swap transaction from Zilliqa to Bitcoin. The transaction remained unfinished for 5 days, during which time my account was showing the amount of 0 ZIL. From Atomic Support, when I asked what was going on with the transaction, I only received multiple automatically generated messages. 26.05.21 I realized that in a panic attack due to the specific non-appearance of Atomic support, I entered my 12 phrases in the phishing site and that the funds that were stored there were already stolen from my wallet.Then I finally got a message from the Atomic Support team and I requested them to stop a pending transaction that has been unfinished for 5 days, so that the intruder would not take away my BTC when the transaction is complete and the BTC will be sent to my infected address. They said that the transaction was stopped by their partner ChangeNOW and that my funds are on the safe now and that in order for them to return Zilliqa to my new safe address, I need to submit a document from the police to ChangeNOW support. I immediately went to the police and filed a criminal charge and received a document from the police that clearly states: "The certificate is issued with the aim of proving the report of a criminal offense and exercising the right as an injured person by a criminal offense." The statements that accompany the police document that are also part of the police report state the exact amount of Zilliqa to be sent to me and my new safe address to which Zilliqa should be sent. On this, ChangeNOW support replied that they refuse the official police document because, as they said, it could be forged (although it was sent to them by the police and translated by a court interpreter).ChangeNOW support has already issued me three support tickets (#75062, #84010, #85546) because, as they say, we have already written a lot (although all the text in the conversations is mostly mine). Please note that Atomic Wallet's support came out of the communication and they claim that they are not a legal side in this case but they are avare of the connection of my email address and my Atomic Wallet ID.

Please note that ChangeNOW support does not respond to my queries:

On what basis do they claim that the document issued and sent to them, by the police of the state of which I am a citizen, is forged?

If they stopped the transaction at my request immediately after I reported that my account had been hacked, how is it possible that they cannot return the funds to me now at my request?

Why don't they let me communicate with their legal department?

What is ChangeNOW doing to confirm my identity?

Why don’t they act according to the rules that stem from their policies.

I have all the screenshots that clearly show that I sent all the amount of Zilliqa, frozen by ChangeNOW support, from my Binance account (where I am verified through KYC) to my Zil address in Atomic Wallet, but no one cares.

I have emails in which I request Atomic support to stop the transaction of my email address (from which I requested Atomic support to stop pending transaction) and my Atomic Wallet Zilliqa address (from which I sent Zilliqa to debatable swap transaction)

I tried to write about this problem to:Santiago Lefebvre (Founder and CEO, ChangeNOW), Kevin Tayebaly (Co-Founder & Chief Development Officer, ChangeNOW), Rose-May Lucotte (Co-Founder & COO, ChangeNOW), Kimbal Musk (Co-Founder & Executive Chairman), but their Linkedin and Twitter profiles are closed to communication and I will be forced to write publicly and repeatedly on social media and crypto forums in order to reach as much as possible crypto communities which are among the users of ChangeNOW and Atomic Wallet services.

I suffer great emotional and financial damage during this time.

UPDATE 19-06-2021
Despite numerous correspondence, they still have not yet given any answer as to under which law and under which internal provisions they have the right to hold my funds. They only respond to emails with general responses.
UPDATE 18-06-2021
=================================================================================

Suddenly, after I post this on Reddit, I received an email from ChangeNOW support (Carol): **(WHICH IS THEIR FIRST SPECIFIC ANSWER TO ME IN THIS CASE)**Hi,We are not considering certificate 511-17-05 / 3-34 / 503.2021 as insufficient.

(THIS IS NOT TRUE!!! YES, YOU WROTE TO ME THAT IT IS ISUFFICIENT BECAUSE YOU DOUBT IT CAN BE FORGED (despite being sent to you from an official police email)

Although, this request still must follow several principles to comply with our internal policies (SO THAN PLESE EXPLAIN TO ME EXACT - ON WHICH PRINCIPLES AND WHICH INTERNAL POLICIES YOU REFER HERE?) for further actions from our side.

These principles were previously mentioned to you. (NOTHING IS PREVIOUSLY MENTIONED TO ME OR IF ARE, PLEASE FORWARD ME THIS EMAIL!!!)

One of them is a direct reference to an action (main reason for a request: "Return of the stolen assets"). (THIS IS NOT MENTIONED TO ME AT ALL . PLEASE NOTE AGAIN THAT THE SMALL PART OF MY FUNDS WERE STOLEN, BUT BIG PART WHICH YOU HOLD, YOU HOLD ON MY REQUEST. NOW I ASK YOU TO SEND IT BACK ON MY REQUEST TOO! SO, SEND ME BACK THE FUNDS WHICH ARE FROZEN ON MY REQUEST!!!)PLEASE EXPLAIN TO ME EXACLY WHICH PART OF YOUR POLICIES ARE DESCRIBING THE WAY YOU ARE CURRENTLY APPLYING TO ME??? "Please state exactly which police"Both Seychelles (international) and your local Croatian police will do just fine, as long as it also complies with our internal policies. IF THIS IS TRUE PLEASE FORWARD TO ME AN EMAIL WHICH YOU SENT TO THE POLICE!!!

Again, we are truly concerned about your rather traumatic situation and are trying to resolve it with sincere respect in mind. (YOU DO NOT SHOW THIS IN ANY WAY!!!)

But unfortunately, until this request complies with the standards and legal guidelines that we are required to follow, we will not be able to return your assets.We're currently keeping in touch with the police directly and are awaiting for them to send us a new, properly formulated legal request. As soon as that happens, we will be sure to let you know. (PLEASE MENTION ON WHICH STANDARDS AND LEGAL GUIDELINNES YOU REFER???)

Why you do not confirm my identity thrue third sides (Atomic or Binance), because it is clearly vissible that I sent all my Zilliqa from my Binance account and you policies are showing that you are able to do this???I

t is obviusly that you are not interested in clear evidences (**IT SEEMS IN ORDER YOU TO KEEP MY FUNDS!!!)**Why my request for stopping transaction was enough for you, but my request for back my money to me is not enough?I will continue to post things from this issue here on Reddit because you ignore me via email.

I know, The police will do their job, BUT I ASK why you don't do your job???You still did not ANSWER on my questions bellow:

Please note that ChangeNOW support does not respond to my queries:

- On what basis do they claim that the document issued and sent to them, by the police of the state of which I am a citizen, is forged?

- If they stopped the transaction at my request immediately after I reported that my account had been hacked, how is it possible that they cannot return the funds to me now at my request?

- Why don't they let me communicate with their legal department?

- What is ChangeNOW doing to confirm my identity?

- Why don’t they act according to the rules that stem from their policies.

PEOPLE, DO NOT GIVE YOUR PHRASES TO ANYONE, BUT ALSO BE CAREFULL IN WHICH SERVICES YOU STORE YOUR MONEY!!!

Kashi1111

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