Hello everyone. We're here to deliver some explanations.
Hello. I've checked with our PM and he told me that in November 2017 there was a person who wrote a negative review on Trustpilot about missing 221 BTG. They were invited to customer support to get a refund but they never returned. Could you please turn to our customer support? We will stage a refund as soon as possible.
As for our alleged anonymity: we stopped being anonymous quite a while ago when our policy changed. We don't advertise ourselves as anonymous and it is stated in our FAQ, Terms of Use, and Privacy Policy. All our customers automatically accept them when using ChangeNOW.
Initially, you marketed yourselves as an anonymous exchange and that was what most people used your service under the impression that your service guaranteed anonymity.
I think that this is misleading advertising at best and very shady business operations in general.
Why are you not able to return the funds which Privcoin sent you back to the same sending address? Since you are not exchanging any funds but rather just conducting a crypto to crypto transfer, to the best of my knowledge, that should not be something that is illegal in any state. I would also trust that Privcoin's claim that there are no specific legislation preventing you to complete the exchange to be true.
Anyhow, seems like all of these instant exchangers (shapeshift, changenow, changelly) have all become stricter with their KYC with Changenow and Changelly's reputation being much worse. I would be extremely careful about dealing with all of them.
We marketed ourselves as anonymous as long as is was safe for us. Afterwards, when the market rules and legal regulations changed, we dropped the anonymity and stopped marketing ourselves as so. Right now, ChangeNOW is advertised as registration-free because this is the most we can afford to do to let our customers retain thair privacy. When a customer is stopped for KYC, they can rightfully (but explicitely!) refuse to submit their documents. In that case, they receive a refund subtracting the network fee.
No one from Privcoin came to our support to request a refund. Actually, we have never received any messages from Privcoin ever since the situation occurred.
Hope this was clear enough.
