I am not defending the OP but am looking at this from a purely unbiased view.
Here is what the OP did: He sent crypto to have it swapped believing he did not have to send ID
Here is what changenow did: They kept his crypto and will not release it until he sends ID and completes a video call
There is absolutely no guarantee they'll give him back his funds after he fulfills their demands. There is however the guarantee he has compromised his identify if he does this.
What they did is selective scamming. Once the amount is high enough, they make up reasons not to return it.
Bravo. It seems you are absolutely right, I am inclined to agree with you. What they (changenow) did was pick out probably their biggest ever single trade which was worth around 11 BTC and then made up reasons not to return it. You are right, even if he sends them his ID and has the video call there is no guarantee they will release his funds but there is a guarantee that they will have a lot of information on him and who know what they might try to do next because he has exposed these changenow scammers. I would never send my ID to any of these exchanges.
Selective scamming in this instance has cost them heavily in PR because they have lost the PR war in disastrous fashion. They obviously messed with the wrong person because he had the guts to put his money where his mouth was and amazingly paid to expose the scammers that changenow obviously are.
Thanks to the OP so many people will avoid using changenow over fear of what could happen to them. I have respect for the OP for doing helping in that costly manner. I had never heard of changenow until then but have made my mind up never to use them or recommend them.