At Kriptomat, we’re committed to making sure every client has a safe, transparent, and enjoyable experience. However, if something doesn’t go as expected, you have the right to submit a complaint. We take every complaint seriously and follow a regulated process to ensure a fair and timely resolution.
What is a Complaint?
A complaint is any written expression of dissatisfaction related to:
Kriptomat’s services or products
Fees or contractual terms
The conduct of Kriptomat employees or management
How to Submit a Complaint
The official way to submit a complaint is through our online complaint form:
Visit our Submit a Complaint page.
Click Submit your complaint.
Fill in the form with your details, a clear description of the issue, and any relevant documents/screenshots.
Submit the form – our team will review it and get back to you.
⚠️ Note: The form interface is currently available in English only, but complaints may also be submitted in other supported languages listed in our Help Center.
What Happens Next?
Acknowledgement
You’ll receive confirmation that we’ve registered your complaint.
Review & Investigation
Our Customer Support Team may request additional details.
Your complaint will be investigated by an Assigned Handler if needed.
Resolution
We aim to resolve complaints as quickly as possible and will provide a clear response.
Escalation (if needed)
If you’re not satisfied with the outcome, you may request escalation.
In line with regulatory requirements, you also have the right to bring your complaint to the Estonian Financial Supervision and Resolution Authority (EFSRA).
Response Time
You will receive an acknowledgement within one business day.
A final response will normally be provided within 15 business days.
In exceptional cases, if more time is needed, we will notify you and provide a new timeline (never exceeding 35 days).
Why This Matters
This process is part of Kriptomat’s Complaint Handling Policy (aligned with MiCA Article 71 and EFSRA requirements) to ensure:
Transparent and fair treatment
Protection of your rights as a client
Continuous improvement of our services
✅ Tip: Before submitting a formal complaint, you may find it helpful to first reach out via chat for quick troubleshooting — many issues can be solved instantly!