Step 1 — Contact support
Provide your account email, relevant round/deposit/withdrawal reference, date/time and a clear description of the issue. Do not send seed phrases or private keys.
Step 2 — Internal review
The operator should record the complaint, investigate account and audit records, and provide a written outcome within its approved complaints timetable.
Step 3 — ADR
If the complaint is not resolved, the operator must provide access to its approved Alternative Dispute Resolution process. Insert the certified ADR provider and contact route here before launch: [ADR PROVIDER / URL].