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First of all, sorry for this experience. While you are correct that there are a lot of complaints and reviews online about this practice being common, this is mostly because people don’t tend to report when things work. There are also thousands of issue-less exchange transactions going through without any problen. This is the reason Changelly remains a partner.
Under each of the offer in the integrated exchanges, there is a KYC policy of the provider. Some of the partners reserve a right to hold txs for verification. Others don’t. (There is also a DEX integration now.) We don’t know the triggers for verification either, since those are internal policies, but they don’t happen too often.
In any case, please dm me your exchange transaction ID, I’ll try to get the funds released asap.