We take this seriously
Complaints Policy
If something has gone wrong, we want to know. Complaints are reviewed separately from routine support so they can be handled fairly, clearly, and with an auditable record.
What counts as a complaint
A complaint is an expression of dissatisfaction about the platform, account access, trading tools, deposits, withdrawals, support, documents, communication, fees, or another service issue where you expect a response or resolution. General questions should go through Support.
Our process
- Acknowledgement: we aim to acknowledge complaints within 1 business day.
- Initial review: we aim to provide an initial response or request for more information within 5 business days.
- Final response: most complaints should receive a final response within 15 business days, with complex cases taking longer where necessary.
- Recordkeeping: complaint records may be retained for audit, security, compliance, and dispute-resolution purposes.
- Escalation: if an external dispute process applies in your jurisdiction, you remain responsible for checking the relevant process and deadline.
What to include
Please include your account email, the date of the issue, relevant trade or transaction references, screenshots if helpful, what happened, and the outcome you are asking for. Do not send passwords, private keys, recovery phrases, or unnecessary sensitive information.