File a formal complaint

We value customer satisfaction highly. If you have a complaint about our services or products, please feel free to contact us at any time. You can submit a complaint by filling out the information below.

This is a formal complaint regarding one of the crypto-asset services offered, based on the legal basis of Regulation (EU) 2023/1114 on markets in crypto-assets (MiCAR).

Please direct your normal customer support inquiries and other concerns to us as usual in the app via the chat function.

Your complaint must include the following information:

  1. the complainant's name and contact details;
  2. a description of the complaint, including the type of crypto asset service to which the complaint relates (exchange service, transfer service, or custody service) and, where applicable, a description of any damage, loss or disadvantage;
  3. if suitable, copies of all documents supporting the complaint.

The legal basis for filing complaints is Regulation (EU) 2023/1114 of the European Parliament and of the Council of 31 May 2023 on markets for crypto assets (MiCAR).

If you are not satisfied with the outcome of your complaint, you have the right to contact the competent Austrian authority: FMA (Financial Market Authority Austria).

Submit your complaint

Please fill in the fields below or use the attachment to provide details of your complaint, or download the complaint PDF and email us at complaints@fior.digital.

Our team will then confirm the complaint, investigate it, and request additional information if necessary. 21bitcoin strives to handle all complaints fairly and appropriately and will inform you as soon as a decision has been made regarding the complaint.

The process is free of charge for you.