1. Purpose of this process
The complaints process exists to resolve problems quickly, fairly and on the record. We treat every complaint as feedback about where the service failed, not as an inconvenience. Complaints are free to file, never affect your standing on the platform, and are answered by a person, not a template — though our first reply may ask for more details to route the case correctly.
2. How the process works
You send the complaint
Write to [email protected] with the word "Complaint" in the subject and the details listed below.
Registration
We confirm receipt within one business day and assign a case number, which you can quote in every follow-up.
Review
The responsible team investigates: transaction logs, account history, correspondence. Complex cases can take longer; you receive status updates rather than silence.
Decision
You receive a written answer with the outcome and the reasoning. If the complaint is justified, the remedy is described concretely: refund, correction, compensation.
Escalation, if needed
If you disagree with the decision, you may escalate within the company (see section 5) or seek external dispute resolution.
3. What to include
Include: your full name and registered e-mail; dates and amounts; a chronological description of what happened; what outcome you consider fair. Useful attachments: screenshots, confirmation e-mails, transaction IDs.
Do not include: passwords, 2FA codes, full payment card numbers or copies of documents beyond what is requested. No legitimate complaint process needs your credentials.
4. Timelines
| Stage | Target |
|---|---|
| Acknowledgement of receipt | 1 business day |
| Standard review | up to 10 business days |
| Complex review (multiple systems, third parties) | up to 30 business days, with updates every 10 |
| Escalated review within the company | up to 15 business days from escalation |
Timelines may be extended where third-party input is required; you are informed of the extension and its reason before the original deadline passes.
5. Escalation and external dispute resolution
If the internal process does not resolve the matter, escalate by replying to the decision e-mail with "Escalation" in the subject; the case goes to a senior reviewer who was not part of the original decision. Beyond the company, users may contact the consumer-protection or financial-ombudsman bodies applicable in their jurisdiction; the eligibility and deadlines of such bodies depend on local rules, and nothing in our process limits your statutory rights.
6. Our commitments
- Every complaint is registered, investigated and answered in writing.
- Reviews are conducted by people independent of the events complained about.
- Your data is used only to process the complaint and is handled per the Privacy Policy.
- Outcomes and reasoning are communicated in plain language, not boilerplate.
- Filing a complaint never affects your account, your service level or your withdrawals.
- Recurring complaint themes are analysed and drive product changes.
7. Contact for complaints
[email protected] — subject line "Complaint". The complaints mailbox is monitored on business days; the confirmation with your case number is the start of the process described above.