Do you have a formal complaint?

We strive to give you the best possible service and we take your feedback seriously. If you wish to make a formal complaint, you can:

  • email us at with a subject line containing “Formal Complaint”;
  • using our online complaint form below; or
  • send us a letter with the official complaint form, which can be found below, by post to Bitvavo B.V., Keizersgracht 281, 1016 ED Amsterdam, The Netherlands

We aim to solve your issue within 10 business days, and it could take up to two months from our acknowledgement that we have received your complaint.

Complaints will be addressed and responded to free of charge.

Complaints may be submitted in English, Dutch, German, French, Spanish and Italian.

If you are not satisfied with the way we handled your complaint, you can refer the matter to the competent court under the User Agreement.

























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