We prioritise our customer complaints services and constantly strive to improve our processes, analysing our complaints handling data on an ongoing basis. Crypto.com addresses each complaint with integrity in an equitable, objective, and unbiased manner. All complaints received by us are registered immediately along with any actions taken associated with the complaint. If you have a complaint, kindly submit it per the process outlined below and we will do our utmost to resolve your issue without delay.

A complaint means a statement of dissatisfaction addressed to Foris DAX MT Limited by one of its clients relating to the provision of one or more crypto-asset services.

Complaints regarding the provision of a service offered by us should be sent via email to: [email protected] addressed to the complaints department. In order to help us understand and deal with your issue as quickly as possible, please ensure that the complaint contains your name, address and contact details, a clear description of the facts surrounding your claim, and where possible any supporting documents and/or evidence. You may choose to use the templates available below and upload it here.

You will receive an email acknowledging receipt of your complaint within two (2) working days. This email will also inform you about whether your complaint is admissible. In the case where a complaint has been deemed inadmissible we will also provide a clear explanation as to the reasons for inadmissibility.

All communication will be conducted in the language in which you have submitted your complaint, provided that it is one of the languages in which we offer our services in the European Economic Area. Communication will be conducted in writing by electronic means. Should you require communication in paper form, please let us know via email at [email protected] and we will guide you through the process.

We will then investigate the matter and strive to provide you with a final response without delay, and in any case, by no later than fifteen (15) working days from the date of the submission of the complaint. In the unlikely event that a final response cannot be provided within the expected time limits, you will be provided with information regarding the reason for the delay and an indication of when the investigation is likely to be completed. Please pay attention to the email from which you sent your complaint since we may request additional information to provide a final response to your complaint.

If you are still dissatisfied with our reply, you may choose to escalate a formal complaint in writing addressed to:

The Office of the Arbiter for Financial Services (“OAFS”)

N/S in Regional Road

Msida MSD 1920

Malta

http://www.financialarbiter.org.mt (Toll-free) 80072366, (Toll) +356 21249245 or (Mobile) +356 79219961

Please note that while complaints handled directly by Crypto.com are free of charge, charges may apply if the complaint is escalated to the OAFS or involves lawyers or mediators.

Your complaint will be handled as confidential and logged in a secure system. Communications and complaints received to the email [email protected] will be deleted after sixty (60) working days. Records of your complaint, evidence submitted, the investigation and our correspondence will be kept for ten (10) years from the date of resolution to comply with the applicable laws.

For more information regarding how we handle your personal data, please refer to the relevant privacy notice.

Should you have any further questions, please contact us via the Crypto.com in-app chat or at https://chat.crypto.com/.