File a 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.

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.

21bitcoin will confirm all complaints immediately upon receipt. Our team will then promptly investigate the complaint and, if necessary, request additional information. 21bitcoin strives to deal with 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.

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).