{"id":10756,"date":"2026-03-12T11:10:46","date_gmt":"2026-03-12T09:10:46","guid":{"rendered":"https:\/\/kriptomat.hr\/?page_id=10756"},"modified":"2026-03-13T09:44:31","modified_gmt":"2026-03-13T07:44:31","slug":"complaints","status":"publish","type":"page","link":"https:\/\/kriptomat.hr\/en\/complaints\/","title":{"rendered":"Filing a complaint"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"10756\" class=\"elementor elementor-10756 elementor-10755\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-49fdf93 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"49fdf93\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;_id&quot;:&quot;342b6fd&quot;,&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;50&quot;,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_bg_x&quot;:&quot;50&quot;,&quot;jet_parallax_layout_bg_y&quot;:&quot;50&quot;,&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ee83a72\" data-id=\"ee83a72\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d7b178e elementor-widget elementor-widget-heading\" data-id=\"d7b178e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Filing a complaint<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2595e9 elementor-widget elementor-widget-text-editor\" data-id=\"c2595e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Bitblock d.o.o. enables its clients to file complaints<br>in relation to the provision of crypto-asset services. Filing a complaint with the Company is free of charge for all clients. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-920da55 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"920da55\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;63ab69a&quot;,&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;50&quot;,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_bg_x&quot;:&quot;50&quot;,&quot;jet_parallax_layout_bg_y&quot;:&quot;50&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-32696e1\" data-id=\"32696e1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3daf905 e-flex e-con-boxed e-con e-parent\" data-id=\"3daf905\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-14caf67 e-con-full e-flex e-con e-child\" data-id=\"14caf67\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c638cb6 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"c638cb6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 style=\"color: #232953;\" data-start=\"1003\" data-end=\"1039\">Availability of information on complaints<\/h2><p data-start=\"1041\" data-end=\"1092\">Information on the procedure for filing and resolving complaints is available on the website of the company Bitblock d.o.o. (hereinafter: the Company).<\/p><p data-start=\"1041\" data-end=\"1092\">Clients can also access complaint submission information through the link available on Kriptomat devices through which they access the Company&#8217;s services.<\/p><p data-start=\"1041\" data-end=\"1092\">A <a href=\"https:\/\/kriptomat.hr\/wp-content\/uploads\/2026\/03\/Bitblock-COMPLAINT-SUBMISSION-FORM.pdf\" target=\"_blank\" rel=\"noopener\">standard complaint form<\/a> is also available on the Company&#8217;s website that clients can use when submitting a complaint.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-82e8ccd elementor-widget elementor-widget-button\" data-id=\"82e8ccd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/kriptomat.hr\/wp-content\/uploads\/2026\/03\/Bitblock-COMPLAINT-SUBMISSION-FORM.pdf\" download=\"Bitblock_complaint_form\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-download\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download the form<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e679dc0 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"e679dc0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 data-start=\"1003\" data-end=\"1039\" style=\"color:#232953\">How to file a complaint<\/h2>\nThe client may file a complaint with the Company through the following channels:\nE-mail: <a href=\"mailto:prigovori@bitblock.hr\">prigovori@bitblock.hr<\/a>\nIn writing:\nBitblock d.o.o.\nIlica 71, 10 000 Zagreb\n\nThe complaint should contain the following information:\n<ul>\n \t<li>Name and surname of the complainant<\/li>\n \t<li>Contact information (e-mail or address)<\/li>\n \t<li>Description of the complaint<\/li>\n \t<li>the date of the event or transaction to which the complaint relates.<\/li>\n \t<li>other relevant information or documentation (if applicable).<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c95dea6 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"c95dea6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 data-start=\"1003\" data-end=\"1039\" style=\"color:#232953\">Complaint-handling procedure<\/h2>\nUpon receipt of the complaint, the Company will:\n<ul>\n \t<li>notify the client of receipt of complaints<\/li>\n \t<li>Record the complaint in the internal complaint register<\/li>\n \t<li>analyse the allegations made in the complaint<\/li>\n \t<li>appropriate fact-finding measures.<\/li>\n<\/ul>\nThe 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.\n\nIf an extension of the deadline is required, the Company will inform the client of the reasons for the extension and\nthe expected deadline for the delivery of the response.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f5bd90d elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"f5bd90d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 style=\"color: #232953;\" data-start=\"1003\" data-end=\"1039\">Additional information<\/h2><p>Detailed information on the complaint handling procedure is available in the Ordinance on User Complaint Management and in the <a href=\"https:\/\/kriptomat.hr\/en\/privacy-policy\/\">General Terms and Conditions<\/a> of the Company published on the Company&#8217;s website.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b214bc elementor-widget elementor-widget-image\" data-id=\"6b214bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_on&quot;:[&quot;desktop&quot;],&quot;sticky_offset&quot;:100,&quot;sticky_parent&quot;:&quot;yes&quot;,&quot;sticky_effects_offset&quot;:0,&quot;sticky_anchor_link_offset&quot;:0}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"512\" height=\"512\" src=\"https:\/\/kriptomat.hr\/wp-content\/uploads\/2023\/01\/cropped-favicon-velika-transparentna-rubplava512.png\" class=\"attachment-large size-large wp-image-4509\" alt=\"\" srcset=\"https:\/\/kriptomat.hr\/wp-content\/uploads\/2023\/01\/cropped-favicon-velika-transparentna-rubplava512.png 512w, https:\/\/kriptomat.hr\/wp-content\/uploads\/2023\/01\/cropped-favicon-velika-transparentna-rubplava512-300x300.png 300w, https:\/\/kriptomat.hr\/wp-content\/uploads\/2023\/01\/cropped-favicon-velika-transparentna-rubplava512-150x150.png 150w, https:\/\/kriptomat.hr\/wp-content\/uploads\/2023\/01\/cropped-favicon-velika-transparentna-rubplava512-500x500.png 500w, https:\/\/kriptomat.hr\/wp-content\/uploads\/2023\/01\/cropped-favicon-velika-transparentna-rubplava512-270x270.png 270w, https:\/\/kriptomat.hr\/wp-content\/uploads\/2023\/01\/cropped-favicon-velika-transparentna-rubplava512-192x192.png 192w, https:\/\/kriptomat.hr\/wp-content\/uploads\/2023\/01\/cropped-favicon-velika-transparentna-rubplava512-180x180.png 180w, https:\/\/kriptomat.hr\/wp-content\/uploads\/2023\/01\/cropped-favicon-velika-transparentna-rubplava512-32x32.png 32w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Filing a complaint Bitblock d.o.o. enables its clients to file complaintsin relation to the provision of crypto-asset services. Filing a complaint with the Company is free of charge for all clients. Availability of information on complaints Information on the procedure for filing and resolving complaints is available on the website of the company Bitblock d.o.o. [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"full-width.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-10756","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>- Kriptomat<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kriptomat.hr\/en\/complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"- Kriptomat\" \/>\n<meta property=\"og:description\" content=\"Filing a complaint Bitblock d.o.o. enables its clients to file complaintsin relation to the provision of crypto-asset services. Filing a complaint with the Company is free of charge for all clients. Availability of information on complaints Information on the procedure for filing and resolving complaints is available on the website of the company Bitblock d.o.o. 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Filing a complaint with the Company is free of charge for all clients. Availability of information on complaints Information on the procedure for filing and resolving complaints is available on the website of the company Bitblock d.o.o. 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