How to Submit a Complaint?

[Estimated reading time: 5 mins]

Bitget EU is committed to maintaining the highest standards of service and operational transparency. We welcome feedback and take all complaints seriously. This article outlines the process for submitting a complaint, the timelines you can expect, and your rights under applicable EU regulations.

Guiding Principles

Our complaints handling process is built on the following core principles to ensure fairness, transparency, and regulatory compliance:

• Accessibility: We ensure that all customers can easily submit complaints through clear, multilingual channels without unnecessary barriers or costs.

• Fairness and objectivity: Every complaint is assessed impartially based on facts, evidence, and applicable regulations, ensuring a balanced outcome for both the customer and Bitget EU.

• Transparency: We maintain open communication throughout the process, keeping customers informed of progress, any necessary delays, and your right to Alternative Dispute Resolution (ADR).

• Accountability: We take ownership of service failures, provide appropriate redress where justified, and use complaint data to drive continuous improvement in our products and services.

• Confidentiality: All personal data and complaint details are handled with the highest level of security and in strict accordance with the General Data Protection Regulation (GDPR) and EU data protection standards.

Before You Submit a Complaint

To ensure your complaint is processed efficiently, please prepare the following information:

• Full name and contact details

• Bitget EU Account ID or registered email address

• A clear description of the issue, including relevant dates, transaction references, and the outcome you are seeking

• Any supporting documentation or correspondence

How to Submit a Complaint

You may submit a complaint through one of the following official channels:

• Online Form: Submit your complaint through the official complaint form, also accessible via the Bitget EU Help Center.

• Email: Send your complaint to complaints@bitget-eu.com.

• Complaint Submission Template: If you prefer to submit a formal document, you may download and complete the Complaint Submission Template. This template is aligned with EU regulatory requirements (RTS 2025/294 Annex II) and is available in English, German, Italian, Spanish, and French. It can be submitted via email or post.

• Postal Mail: Raku Drei GmbH Stella-Klein-Löw-Weg 8 1020 Wien, Austria

Note: Complaint-related inquiries received via social media platforms (such as Telegram, X, or LinkedIn) or live chat should be redirected to the official submission channels above to ensure secure handling and complete audit documentation.

Complaint Processing Timeline

Once your complaint is received, you can expect the following:

1. Acknowledgement of Receipt A confirmation will be issued without undue delay. It will include your unique complaint reference number and a copy of your submission.

2. Initial Assessment The Complaints Management Team will provide an initial assessment reply within 24–48 hours. Additional information may be requested if required for further investigation.

3. Investigation and Resolution We aim to resolve all complaints within 15 business days. For complex cases requiring extended review, this period may be extended to a maximum of 35 business days. You will be notified promptly if additional time is required.

Alternative Dispute Resolution (ADR)

If you are not satisfied with the final outcome of your complaint, or if a resolution has not been provided within the statutory timeframe, you are entitled to refer your case to an approved Alternative Dispute Resolution (ADR) body at no additional cost.

Details of the relevant ADR provider will be included in the final response correspondence.

FAQs

1. How long does it take to resolve a complaint?
We aim to resolve complaints within 15 business days. In complex cases, the review period may be extended to a maximum of 35 business days, and you will be informed if additional time is required.

2. Can I submit a complaint in my local language?
Yes. Bitget EU supports multilingual complaint submissions to ensure customers can access the complaint process without unnecessary barriers.

3. What happens if I am not satisfied with the final response?
If you are not satisfied with the outcome, you may refer your complaint to an approved Alternative Dispute Resolution (ADR) body. Information about the relevant ADR provider will be included in the final response.