Your rights when complaining about a crypto exchange
MiCA requires every authorised crypto-asset service provider to run an effective and transparent complaints procedure and to publish a description of it.
| Rule | What it means for you |
|---|---|
| Published procedure | The exchange must explain how to complain, usually on its website or in its terms |
| Free of charge | You cannot be charged for filing a complaint |
| Template | The exchange must provide a template for complaints |
| Records | The exchange must keep a record of all complaints and its responses |
| Timely, fair handling | Complaints must be investigated in a timely and fair manner, with the outcome given within a reasonable period |
Source: Regulation (EU) 2023/1114 (MiCA), Article 71.
Step 1: a complaint to the crypto exchange
- Find the complaints procedure: look in the exchange's terms, help centre or legal pages, not only the live chat.
- Use the template: the exchange must provide one, and using it avoids delays.
- Be specific: dates, amounts, transaction IDs and what you want the exchange to do.
- Attach evidence: screenshots, emails and transaction records.
- Keep a copy: and note the date you sent it.
Contact the exchange only through its official website or app, because fake "support" accounts on social media target people with problems.
Step 2: the regulator that supervises the crypto exchange
Each MiCA-authorised exchange is supervised by the national authority of its home Member State, which is shown in the ESMA register.
The MiCA licence checker shows the regulator for every authorised firm.
Regulators supervise whether firms follow the rules, and many accept reports from consumers, but they usually do not resolve individual disputes or order refunds.
A report still matters, because repeated problems at a firm can lead to supervisory action.
Step 3: out-of-court dispute resolution
Many EU countries have out-of-court bodies, such as financial ombudsmen or consumer dispute boards, that handle disputes between consumers and financial firms.
Whether a body accepts complaints about crypto services, and in which country, varies, so check the body in the exchange's home country and in your own.
FIN-NET, the EU's network of national out-of-court bodies for financial services, helps consumers find the right body for a cross-border complaint.
European Consumer Centres (ECC-Net) offer free advice on cross-border consumer disputes within the EU, Iceland and Norway.
Step 4: courts and the police
If other routes fail, a civil claim in court is possible, and many countries have simplified procedures for small claims.
If you were the victim of fraud, theft or a fake platform, report it to the police, as the guide to reporting a crypto scam explains.
Common complaints about crypto exchanges
| Problem | Often caused by | What to do first |
|---|---|---|
| Withdrawal delayed | Identity or source-of-funds checks, security holds, network delays | Check emails and the account for requests |
| Account frozen | Anti-money-laundering checks or suspected compromise | Ask what information is needed, in writing |
| Unexpected fee | Spread, card fee or network fee | Compare with the published fee schedule |
| Coin delisted | Changes in what the exchange may offer | Check notices and deadlines to sell or withdraw |
| Transfer to wrong address or network | User error | Contact the exchange quickly; recovery is not always possible |
Evidence to keep for any complaint about a crypto exchange
- Transaction IDs and blockchain hashes.
- Screenshots with dates and times.
- All emails and chat transcripts.
- Bank statements showing deposits and withdrawals.
- The terms and fee schedule as they were at the time.
Beware of complaint "helpers"
People with a complaint are sometimes contacted by firms offering to recover money or push the complaint for an upfront fee.
Complaints to exchanges, regulators and public dispute bodies are free or low-cost, and paying a stranger in advance is a common route into a second loss, as the guide to recovery scams explains.
Complaints about a crypto exchange: a template you can adapt
Use the exchange's own template first, as MiCA requires it to provide one; the outline below helps you fill it in clearly.
| Section | What to write |
|---|---|
| Your details | Name, account email, customer ID |
| What happened | Dates, amounts, transaction IDs, in order |
| What is wrong | Which term, fee or promise was not respected |
| Evidence | Screenshots, emails, statements, attached |
| What you ask for | A refund, a release of funds, a correction, an explanation |
| Deadline | A reasonable date for a reply |
Complaints about a crypto exchange: tone and timing
- Write calmly and factually; anger rarely speeds things up.
- Send the complaint in writing, through the official channel.
- Keep copies and note dates of every contact.
- Complain soon after the problem; long delays make evidence harder to gather.
Complaints about a crypto exchange: when the problem is a delayed withdrawal
Many withdrawal delays come from checks the exchange must make, such as identity or source-of-funds questions.
Check your email and account messages for requests, answer them through the official channel and ask for an estimated time.
If the delay continues without a clear reason, a formal complaint under the exchange's procedure is the next step.
Complaints about a crypto exchange: cross-border cases
Because of MiCA passporting, your exchange may be authorised in another EU country.
Its home regulator is shown in the ESMA register and in the MiCA licence checker.
For a cross-border consumer dispute, the European Consumer Centre in your own country can advise, and FIN-NET helps find the right out-of-court body for financial services.
Complaints about a crypto exchange: realistic expectations
A complaint can resolve many practical problems, such as a stuck withdrawal or a wrongly charged fee.
It cannot undo a loss caused by a fall in price or by your own transfer to a wrong address, and it rarely recovers money lost to a scam outside the exchange.
Knowing this helps you choose the right route from the start.
Complaints about a crypto exchange: a timeline example
| Day | Step |
|---|---|
| 1 | Problem noticed; screenshots and transaction IDs saved |
| 1–2 | Message to support inside the official app |
| 7 | No solution: formal complaint using the exchange's complaints procedure |
| Later | If the reply is unsatisfactory or does not arrive within a reasonable time, contact the regulator or an out-of-court body |
Example timeline only; follow the time limits in the exchange's own complaints procedure.
Complaints about a crypto exchange: what MiCA requires
MiCA Article 71 requires authorised providers to establish and publish procedures for handling client complaints.
Clients must be able to file complaints free of charge, the provider must offer a template, and complaints must be investigated in a timely and fair manner, with the outcome communicated within a reasonable period.
If an exchange does not publish its procedure or charges for complaints, mention this when you contact the regulator.
Complaints about a crypto exchange: what to avoid
- Threats or abusive messages, which slow down the process.
- Posting personal account details publicly while complaining online.
- Paying anyone who promises to speed up a complaint or recover funds.
- Sending more money to "unlock" a withdrawal, which is a common scam pattern.
Complaints about a crypto exchange: questions readers ask
Can the regulator order a refund? Regulators supervise firms but usually do not decide individual disputes; out-of-court bodies or courts may.
What if the exchange is outside the EU? MiCA rights apply to authorised EU entities, so complaints against firms outside the EU are much harder.
Should I keep using the account during a complaint? Avoid new deposits until the problem is solved.
Complaints about a crypto exchange: keeping a complaint log
A simple log with the date, channel, person or ticket number, and a short summary of each contact makes it easy to show the regulator or an out-of-court body what has happened.
Save copies of every email and chat transcript, because some apps delete chat history after a while.
Keep the log until the complaint is closed and for some time afterwards.
It also helps if you later need to explain the matter to your bank, an out-of-court body or a lawyer.
Frequently asked questions
How do I complain about a crypto exchange?
Use the exchange's published complaints procedure and template first. MiCA requires authorised exchanges to handle complaints free of charge, promptly and fairly.
Can the regulator get my money back from a crypto exchange?
Regulators supervise firms but usually do not resolve individual disputes. An out-of-court dispute body or a court is the route for an individual claim.
Is there an ombudsman for crypto exchanges?
It depends on the country. FIN-NET helps find out-of-court bodies for financial services, and European Consumer Centres advise on cross-border disputes.
How long does an exchange have to answer a complaint?
MiCA requires a timely and fair investigation and an answer within a reasonable period. More detailed requirements are set in technical standards and the exchange's own procedure.
Can I complain about an exchange not authorised under MiCA?
You can report it to your national regulator, but your protection is much weaker. That is one reason to use only authorised exchanges.
Sources
- Regulation (EU) 2023/1114 (MiCA), Article 71: complaints-handling procedures
- Financial Dispute Resolution Network (FIN-NET), European Commission
- European Consumer Centres Network (ECC-Net), European Commission
Every figure on this page is checked against the ESMA register, the exchange's own terms and fee pages or another primary source, and the sources are listed above. Editorial policy · How we rate