Complaints Procedure

Start with support

The chat bubble on any page reaches an operator. Most issues — a deposit that has not appeared, a withdrawal question, a session that behaved unexpectedly — are resolved there the same day.

Include your account email and, where relevant, the transaction identifier. Never include your password or two-factor codes; support will never ask for them.

Raising a formal complaint

If you want a matter treated formally, say so in the chat. Ask for it to be logged as a complaint and it will be.

Tell us what happened, when it happened, what you expected instead, and what outcome you are looking for. A specific request is resolved faster than a general grievance.

Our timescales

We aim to acknowledge a formal complaint within one business day.

We aim to give a substantive answer within five business days. Where a matter needs longer — tracing a transaction on-chain, or reviewing a long session history — we will tell you what we are waiting on rather than going quiet.

Escalation

If our answer does not resolve the matter, ask for it to be escalated. Escalated complaints are reviewed by someone who was not involved in the original response.

Escalation is free and does not affect your account standing. Nobody's balance is treated differently because they complained.

What we record

Every complaint and its outcome is recorded. Repeated complaints about the same behaviour are reviewed together rather than individually, because a pattern usually means a defect rather than a misunderstanding.