Version 1.0. In force from 16 September 2026. This procedure applies to every complaint or dispute between you and Cryptora N.V. (Cryptora) and forms part of the General Terms and Conditions.
1. Stage one: support
1.1 Raise the matter first through in-app support or by email to support@cryptora.gg. Most issues, including delayed deposits, withdrawal status, bonus progress and account access, are resolved at this stage.
1.2 We aim to acknowledge within twenty-four hours and to resolve within seventy-two hours, although matters requiring investigation, verification or third-party input may take longer.
2. Stage two: formal complaint
2.1 If you are not satisfied, submit a formal complaint to complaints@cryptora.gg within twenty-eight days of the event complained of, or of becoming aware of it.
2.2 Your complaint should state: your username and registered email address; the date and time of the event, in UTC; the round, transaction or withdrawal identifiers concerned; a factual description of what happened; what you have been told already; and the outcome you seek. Attach any screenshots or documents you rely on.
2.3 We will acknowledge a formal complaint within three business days and issue a written final response within fifteen business days. Where that is not possible we will explain why and give a revised date, which will not ordinarily exceed thirty-five business days from receipt.
2.4 The final response will set out our decision, the reasons for it and the evidence relied upon, subject to any legal restriction that prevents us from disclosing information, including the prohibition on disclosing suspicious activity reports.
3. Stage three: alternative dispute resolution
3.1 If you remain dissatisfied after our final response, or if we have failed to respond within the period stated, you may refer the dispute to an independent alternative dispute resolution service, free of charge to you.
3.2 A referral must ordinarily be made within six months of our final response. The referral does not affect your right to pursue the matter in court.
3.3 We will cooperate with the dispute resolution body and provide the records it requests.
4. Evidence
4.1 Our server records, ledger entries, audit logs, provably fair seed data and payment provider records are the primary evidence in any dispute and prevail over client-side displays, screenshots, cached pages and recollection.
4.2 Records are retained in accordance with the Privacy and Data Protection Notice. A complaint made after our retention period has expired may be impossible to investigate.
5. Conduct during a dispute
5.1 We ask that you communicate through one channel and do not open duplicate cases, which delays resolution. Abuse, threats or harassment directed at our staff may result in communication being restricted to email and, in serious cases, in Account closure.
5.2 Publishing partial or altered correspondence does not advance a complaint and does not affect our assessment of it.
6. Legal proceedings
6.1 Nothing in this procedure limits your statutory rights. Court proceedings are governed by clause 20.7 of the General Terms and Conditions, being the law of the laws of Curaçao and the jurisdiction of the competent courts of Willemstad, Curaçao, without prejudice to any mandatory consumer protection rights available to you where you live.
6.2 Each party bears its own costs of the internal and alternative dispute resolution stages.
7. Contact
Complaints: complaints@cryptora.gg. Postal: Cryptora N.V., Abraham de Veerstraat 9, Willemstad, Curaçao.