Complaints can be submitted to Bybit EU GmbH (from now onwards "Bybit EU") by:
- following the process described here and Submitting a Case; or
- via Live Chat (Accessible on any page of the website or via App, available 24/7).
The following information must be provided by the Client when submitting a complaint:
- User ID (UID);
- E-mail address;
- Relevant Transaction ID (where applicable);
- Relevant Order ID (where applicable);
- Description of the issue (reason for the complaint);
- Supporting documentation, such as screenshots, invoices, receipts.
The complaint will be handled in an expedited manner and the Customer Support Team will review your inquiry and respond within 5 working days. The submission and handling of complaints is free of charge for all clients.
Bybit EU has in place a complaints management process. All complaints are forwarded to the complaints management department without further delay. Bybit EU will respond within (5) working days following the receipt of the complaint in writing via electronic means to the client that filed that complaint. As such, clients can expect timely updates throughout the processing of their complaint, from the initial investigation stage to its resolution. Moreover, clients will receive interim replies in the event of a delay in response to the complaint. Regardless, Bybit EU commits to providing a final answer to the complaint within (15) working days. Customer complaints are subject to strict confidentiality. Records concerning the actions taken to resolve complaints shall be kept for at least five years.
Bybit EU follows these four key stages when handling complaints:
- Stage 1 – Receipt
At the time of acknowledging receipt of a complaint, Bybit EU provides the client with the description of the Complaints Handling Procedure.
- Stage 2 – Admissibility Check
A review to ensure the complaint meets Bybit EU' admissibility criteria, Bybit EU informs the client about the admissibility of a complaint without undue delay. In case of inadmissibility, Bybit EU provides the client with a clear explanation of the reasons for rejecting the complaint as inadmissible.
- Stage 3 – Investigation
After the necessary Admissibility Check, Bybit EU follows through a detailed investigation of the complaint, gathering relevant facts and collaborating with the affected internal teams to address all issues raised in the complaint.
Bybit EU follows a structured and methodical approach to investigating complaints, ensuring each case is handled fairly and transparently.
- Stage 4 – Decision
The decision based on the investigation results, will be communicated to the client, along with, as applicable, any corrective measures. The decision of Bybit EU addresses all points raised in the complaint and states the reason for the outcome of the investigation.
In case the decision of Bybit EU does not satisfy or only partially satisfies the Client's claims, Bybit EU shall clearly set out the reasoning and contain information on available remedies.
Should Bybit EU be unable to reach a decision before the 15 working day response period is over, a mandatory interim response will be sent to the client clearly stating the reasons for the delay in answering the complaint. Such reasons include, but are not limited to, higher complex level investigations, higher complaints influx, lack of sufficient details & proof. In exceptional cases, for reasons that Bybit EU shall not be required to justify.
Under such circumstances, Bybit EU communicates the date on which the client is expected to receive a final answer, which, in any case, shall not exceed 2 months.
Clients and potential clients also have the option of using one of the bodies listed below:
- Joint Conciliation Board of the Austrian Banking Industry (Gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft, 1045 Wien, Wiedner Hauptstraße 63); Website: www.bankenschlichtung.at
- Arbitration for consumer transactions (Schlichtung für Verbrauchergeschäfte), 1060 Vienna, Mariahilfer Straße 103/1/18; website: www.verbraucherschlichtung.at
- Ombudsstelle des Fachverbandes Finanzdienstleister: Ombudsman Gerhard Windegger; website: https://www.wko.at/oe/information-consulting/finanzdienstleister/ombudsstelleat; email: fdl.ombudsstelle@wko.at
- The European Online Dispute Resolution (ODR) platform (regarding complaints concerning online sales contracts or online service contracts): https://ec.europa.eu/info/departments/justice-and-consumers_en
- Complaints regarding Bybit EU GmbH to the Austrian Financial Market Authority, FMA, 1090 Vienna, Otto-Wagner Platz 5, Telephone: +43 1 24959-0; Website: www.fma.gv.at