(In exceptional circumstances, we may delve into the complaint further. ![]() If we do extend the deadline to 35 working days, we will explain this to you within 15 working days of the original complaint.) In this case, we may take up to 35 working days to respond. Please note, if your complaint relates to missing SEPA Transfers or International Wire Transfers it may take up to 8 weeks from the receipt of your original complaint for us to provide you with our final response. ![]() However, if you are unhappy with the outcome, you have the following options: We're committed to ensuring all complaints are fairly addressed. You can send us more information to back up your complaint and we will explore it further. You can send your complaint to Kifid, the Dutch financial consumer protection organization OR to the (UK Based) Financial Ombudsman Service (FOS) for an impartial review. You need to do this within 6 months of the original complaint. Kifid and Financial Ombudsman Service detailsīitsafe Payments is the trade name for Bitsafe Payments B.V., an electronic money institution, licensed by the Dutch Central Bank. Bitsafe Payments / Verotel is a member of the Dutch financial consumer protection organization Kifid.Ĭonsumer account / cardholders can file a complaint at Kifid. Complaints can be filed electronically and by regular mail using a form. This form can be downloaded at If your complaint is eligible for further investigation, Kifid will listen to what you say and will listen to what we say and look at all the facts. If they think we have treated you fairly, they will tell you why. If they don't think we have treated you fairly, they can make us put things right for you. You will be notified when we have further questions about your account.Whilst the majority of complaints are eligible for further investigation by Kifid, it is important that you are aware this does not apply in every instance. We will process the incoming copies of your ID document first come, first serve. If you use a courier service, please use the phone number +700 with your shipment. Please always include your Bitsafe IBAN with this shipment. You need to send the paper version of the copy of your ID document, including the necessary wet ink stamps and/or signatures, to the following address: You need to make a PDF version of this copy of your ID document and send it to always include your Bitsafe IBAN with this email. For most jurisdictions we do not need an apostille with the copy of your ID document The copy of your ID document will need to bear the necessary wet ink stamps and/or signatures. Depending on the country Bitsafe accepts copies of your ID document made by a selection of courts. This should be the issuing authority of your ID document ĭ. This should be an independent legal professional recognized by a national bar association Ĭ. This should be a civil law notary or a notary public ī. You need to make a copy of your ID document with either aĪ. ![]() Your ID document should be valid for at least 3 more months. If you are unable to identify yourself with the Bitsafe App it is also possible to get your verification done with a certifified of your identification document. How does the identification process work with a Bitsafe talent account? Please refer to the following instructions: The easiest way to do this is using the Bitsafe App.
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