Filing a complaint
Bitblock d.o.o. allows its clients to file complaints
in relation to the provision of crypto-asset services. Submitting a complaint to the Company is free of charge for all clients.
Availability of information on objections
Information on the procedure for filing and resolving complaints is available on the website of Bitblock d.o.o. (hereinafter: the Company).
Clients can also access information on how to file a complaint through a link available on Kriptomat devices through which they access the Company’s services.
A standard complaint form is also available on the Company’s website, which clients can use when submitting a complaint.
How to file a complaint
The Client may file a complaint with the Company through the following channels:
E-mail: prigovori@bitblock.hr
In writing:
Bitblock d.o.o.
Ilica 71, 10 000 Zagreb
The complaint should contain the following information:
- Name and surname of the complainant
- Contact information (e-mail or address)
- Description of the complaint
- the date of the event or transaction to which the complaint relates
- other relevant information or documentation (if applicable).
Complaint resolution procedure
Upon receipt of the complaint, the Company shall:
- notify the client of receipt of complaints
- record the complaint in the internal records of complaints
- analyse the allegations in the complaint
- appropriate fact-finding measures.
The Company will provide the client with a reasoned response as soon as possible, and no later than 15 days from the date of receipt of the complaint, except in exceptional cases where additional time is required to establish the facts.
If an extension of the deadline is required, the Company will inform the Client of the reasons for the extension and
the expected deadline for the submission of the reply.
Additional information
Detailed information on the complaint resolution procedure is available in the Ordinance on User Complaint Management and in the General Terms and Conditions of the Company published on the Company’s website.
