Changelly Fintechvision Ltd $1m worth of BTC stolen Hong Kong Kowloon

We are a licensed hedge fund. We sent some BTC (value $1m) to Changelly, and after 3 days they are still holding our coins, stating that they must complete "KYC & AML" procedures. This despite the fact that we already completed these procedures in 2018, and made over 50 high volume trades through them. We sent again the complete DD package, but they completely ignore our emails, and keep answering with the same standard text. They also ignored our request to return the coins if they are unable to complete those supposed procedures. 

They completely stopped answering our emails.

After another 24 hours this is what they wrote:
“Your applications are being reviewed. When there are some updates, you will be contacted.

Thank you for being patient and reasonable!” Always the same copy/paste, no answers to my questions. Is it unreasonable to ask questions to someone who is holding $1m belonging to you?

In reply to Changelly: all the documents (already provided in 2018) were immediately sent again 3 days ago to you. We sent you the corporate documents, fund license, passport of the UBO and even the fiat to crypto trade reports from the OTC brokers used to buy BTC (Cumberland and Circle). The BTC wallet used to send you the coins is the same we have always used for trading with you. 
You are simply finding excuses to keep $1m. The matter is being reported to the competent authorities as you have misappropriated our funds and caused us significant damages. 

You are a disgrace for the crypto community. You just hide behind “KYC&AML” to misappropriate clients’ funds. Don’t even try the excuse that you are “abiding to the law”. You are either completely incompetent or SCAMMERS. 

The following questions sent to the Changelly “Security & Anti Crime Department” remain unanswered:

1. Confirmation that you are in possession of the btc sent;
2. Explanation as to why the transaction has been “flagged by your risk scoring system”;
3. Explanation as to why the USDT has not been sent to destination yet;
4. Explanation of what your “AML & KYC verification” consists of;
5. Explanation as to why you requested the same verification documents that was already provided by us in 2018.

11 Jun 1300 GMT: despite messages sent by email, LinkedIn, trustpilot and Reddit we have not received any answer and our $1m is still illegally kept by Changelly.