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How to Submit a Complaint

Sasha avatar
Written by Sasha
Updated this week

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:

  1. Click Submit your complaint.

  2. Fill in the form with your details, a clear description of the issue, and any relevant documents/screenshots.

  3. 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!

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