His screenshot shows an exchange request on December 12th.
Let's assume the user did not know but they completed the KYC because they had to complete it.
But did you know what is the current situation? According to him, the exchanger marked the order as paid, but this user did not receive the funds. Don't you think it is something bad? Even if they do not have the intention to scam, do you think it is right to mark an order as paid even if the user does not complete the KYC? Moreover, he said that Bestchange removed his feedback from their website and this user was unable to leave feedback anymore. This does not look good.
All the exchanger has to do if it is not satisfied with the verification is to return the funds after some time. This usually takes 2–3 weeks.
I have seen many cases of investigation. And in this exchanger there is also a button where you can see all the negative reviews, which means that no one deletes anything. Check the case yourself.
https://www.bestchange.com/imexchanger-exchanger.html?filter=cancel
I would be more attentive to such reviews in advance in addition to independently checking my funds.