We agree with you
We correct it, we tell you what changed in the way things work so it does not repeat, and where relevant we refund or pay the difference.
Complaints
Filing a complaint
A complaint is not a support request that went wrong: it is a distinct procedure, with its own reference, its own delays, a person who did not make the contested decision, and a right of appeal if the answer does not satisfy you.
Complaint or support request?
Both are legitimate, but a complaint is slower because it is more formal. If your problem is in the right-hand column, support will answer faster and fix the same thing.
Handled as a complaint
- An amount received different from the one stated on the order.
- A payout delay exceeded with no explanation.
- A refusal of service, a blocked order or a suspended account.
- A fee breakdown you consider inaccurate.
- Personal data mishandled, or a request left unanswered.
- The quality of an exchange with support.
Handled faster by support
- A question about how the service works: support answers faster.
- A market rate change between the moment you looked and the moment you ordered: the rate is locked at order creation, not before.
- A blockchain network fee, which is charged by the network and not by us.
- A rejection by your bank for a beneficiary name mismatch: the reason comes from the bank, but we help you correct it.
You remain free to make it a formal complaint: we do not reclassify your request against your will. We are simply pointing at the shorter path.
The procedure, level by level
You do not need to know these levels to write: they follow on their own. They are published so you know where your case stands and what you can require at each step.
- N1
Registration and acknowledgement
Support team · acknowledged within 2 business days
Your complaint gets its own reference, separate from your order reference. That reference is the only thing to quote afterwards: it ties every exchange together, including if your contact changes. The acknowledgement states which level is handling it and the response deadline.
- N2
Substantive review
Complaints manager · answered within 15 business days
The review is carried out by someone who did not make the contested decision. We go back over the order history, the timestamped state transitions, the fee breakdown applied and, where relevant, the exchanges with the institution that executed the payment. The answer is written, reasoned, and says explicitly whether we agree with you, partly agree, or disagree.
- N3
Internal appeal
Management, with the compliance officer · answered within 20 business days
If the level 2 answer does not satisfy you, you can request an internal appeal without giving a reason. The case is re-examined with the compliance officer. One limit, and it is legal: where a block stems from our anti-money-laundering obligations, we cannot detail the reason — the prohibition on tipping off applies to us, and we will at least tell you that this framework is what applies.
- EXT
External recourse
Competent alternative dispute body
The competent alternative dispute body depends on the jurisdiction where the operating entity is registered. That jurisdiction is not published yet: naming one today would point you at a recourse that might not be yours. As soon as the entity is published in the legal notice, this section will name the body, its address, the filing deadline and the admissibility conditions. In the meantime, nothing on this site removes your right to bring the matter before the competent court.
What to send
A complete complaint is investigated once. An incomplete one starts with a request for details, and the clock runs from your reply.
- The order reference — or, failing that, the date, the amount and the payout method involved.
- What you are contesting — the decision, the amount, the delay or the refusal, in a sentence or two.
- What you expect — an explanation, a correction, a refund, a gesture. Saying so avoids an answer to a different question.
- The exchanges already had — copies of the emails or the support ticket reference, so nobody starts from zero.
- Your details — the email address on the order, so we do not have to ask you for further proof.
The procedure is free
Filing a complaint costs nothing and has no effect on how your other orders are handled. You do not need a lawyer, and you do not have to go through a paid form.
We handle complaints in French and English. In another language we still accept the filing and answer in the closest language available, saying so.
What you get at the end
A written, reasoned answer that decides. A complaint whose conclusion is “we have taken note” has served nobody.
We partly agree with you
We separate what is our responsibility from what belongs to the rail, the network or the receiving bank, with timestamped evidence.
We disagree with you
We explain why, with the rule applied and the data we rely on. The answer always states your right to an internal appeal and then to external recourse.
What we will not be able to tell you
Where a block stems from our anti-money-laundering obligations, the law forbids us from detailing the reason to the person concerned. This is not a convenient escape hatch: it is a prohibition aimed at us, and getting around it would expose us personally.
In that case we will at least tell you this: that this framework applies, that the decision was reviewed by more than one person, and that your right to bring the matter before the competent court is untouched. We do not promise a delay we do not control, and we do not pretend it is a technical incident.
Complaints about your personal data
A request for access, rectification, erasure, portability or objection follows a separate channel with its own legal deadlines. It is not handled by commercial support. One real limit: anti-money-laundering retention obligations override erasure for the legal period. In that case you receive a dated, reasoned refusal, not silence.
You keep the right to lodge a complaint with the supervisory authority competent for your country of residence. We do not name a specific authority here while the entity’s jurisdiction of registration is unpublished: pointing you at the wrong one would waste your time.
The complaints register
Every complaint is recorded with its date, coded reason, the level that handled it, the actual response time and its outcome. The register exists for us first: it is what shows whether a reason keeps coming back and whether a delay is slipping. An annual summary — volumes by reason, median delay, share of upheld complaints — will be published as soon as the number of cases makes the statistic honest. Publishing percentages on five cases would not be transparency.
For a simple or urgent question about an order in progress, support answers faster: [email protected].