This complaints handling process covers the complaints handling of Bybit EU GmbH and Bybit Payments GmbH (from now “Bybit EU”).
How to Submit a Complaint
Complaints may be submitted via the online case submission process, through the Live Chat (available 24/7) or, on request, in paper form to:
Bybit EU GmbH
Attention: Customer Support - Complaints
Donau-City-Straße 7
1220 Vienna, Austria
Bybit Payments GmbH
Attention: Customer Support - Complaints
Donau-City-Straße 7
1220 Vienna, Austria
To submit a valid complaint, the following information is required upon submission: User ID (UID), registered email address, relevant Transaction ID and/or Order ID (where applicable), a description of the issue, and any supporting documentation. The lack of any of these necessary elements will render the complaint inadmissible. Complaint submission and handling are provided free of charge.
Handling Timeline
Upon receipt, Bybit EU commits to the following response obligations:
- 5 working days: Initial written response to the complaint
- 15 working days: Final decision in the majority of cases
- 35 working days (maximum): Absolute deadline in exceptional circumstances requiring extended investigation
Where a final decision cannot be issued within 15 working days, an interim response will be issued stating the reasons for delay and the expected resolution date. All complaint records are retained for a minimum of five years.
Complaints Process
All complaints are handled across four stages:
- Receipt and acknowledgement; Immediately on receipt, you receive an auto-acknowledgement containing the name and contact details of the team handling your complaint, the date of receipt, an indicative timeframe for response, and — where filed electronically — a copy of your complaint. We also provide the description of this complaints-handling procedure.
- Admissibility review; A complaint is admissible where it identifies the complainant, the crypto-asset service concerned, and the subject-matter, and where it is filed by the client or an authorised representative. Bybit EU will inform you about the admissibility of your complaint without undue delay. If your complaint is inadmissible, we will provide a clear explanation of the reasons for rejection, so you can correct and re-submit it if you wish.
- Investigation in collaboration with relevant internal teams; and
- Decision, communicated in writing with reasons and, where applicable, corrective measures. Where a decision does not fully satisfy the Client's claims, Bybit EU shall provide clear reasoning and details of available remedies.
External Dispute Resolution
Clients who remain unsatisfied may escalate to the following bodies:
- Joint Conciliation Board of the Austrian Banking Industry — www.bankenschlichtung.at
- Arbitration for Consumer Transactions — www.verbraucherschlichtung.at
- Ombudsstelle des Fachverbandes Finanzdienstleister — fdl.ombudsstelle@wko.at
- EU Online Dispute Resolution Platform — ec.europa.eu
- Austrian Financial Market Authority (FMA) — www.fma.gv.at
Records & confidentiality
All complaints, the related communications and the measures taken in response are recorded in a secure electronic system (our CRM platform, Salesforce). Access to personal data is strictly restricted to staff who need it for complaint handling. Records are retained for as long as required under the applicable legal framework, including the GDPR (Regulation (EU) 2016/679):
- Bybit EU GmbH: 5 years from the end of the business relationship (Art 4 RTS on Record-Keeping (CDR (EU) 2025/1140)
- Bybit Payments GmbH: At least 5 years from the creation of the data/records (§ 24 ZaDiG 2018)