Complaints

How to file a complaint, step by step

1. 1

   Write to us

   Send your complaint to [email protected] with the subject "Complaint". You can also do it through your personal manager, who will log it for you.

2. 2

   We confirm receipt

   By the next business day we send you a tracking number. With it you can check the status whenever you like.

3. 3

   We analyse the case

   A team other than the one that caused the problem reviews the facts, the documents and the account history. If we need more information, we ask for it by the same email.

4. 4

   We reply in writing

   We tell you the conclusion, the reasons and, where it applies, the solution or compensation we offer. If you disagree, you can ask for a second review.

What information to include

So that we can identify you and understand the problem, give your full name, the email you registered with, a clear description of what happened, the dates and amounts involved and what you expect as a solution. If you have screenshots or payment receipts, attach them.

For your safety, never include your password, two-step verification codes, API keys or full card details. No one on our team will ask for them.

Response times

We confirm receipt within 1 business day and give a final answer within a maximum of 15 business days. If the case is complex, we tell you before the deadline and give you the new estimated date, without exceeding the limits set by consumer protection rules.

Complaints about deposits or withdrawals may need information from banks or payment providers. In those cases timing also depends on the response of those third parties.

If the complaint is not resolved

If you have exhausted the internal procedure and are not satisfied with the answer, you can turn to the external routes Argentine law gives you. As a consumer you can bring your case to the enforcement authority of Consumer Protection Law 24,240, including the National Directorate for Consumer Protection and Consumer Arbitration and the bodies of your province or municipality, as well as the prior conciliation system for consumer disputes (COPREC).

You can also complain to the Agency for Access to Public Information (AAIP) if your complaint is about how your personal data is handled. Starting an external route does not stop you from going to court.

What kinds of complaints we handle

You can file a complaint about any aspect of the service: a deposit or withdrawal that was not credited as you expected, a charge you do not recognise, a delay in identity verification, service that was not adequate, a technical problem that affected your trading or the handling of your personal data. You do not need to be sure you are right to file it: what matters is that you describe clearly what happened.

Complaints do not replace everyday questions. If your question is how a tool works, your personal manager can answer faster. When the reason is disappointment with the outcome of a trade, remember that market results are not a breach on our part unless there was a provable platform error.

Keep a copy of everything you send us and everything we answer. It makes any later step easier, whether you ask for a second review or go to an external body.

Our commitments

• Transparency: we explain what we reviewed and why we reached each conclusion.
• Confidentiality: we handle your complaint and your data in confidence, under the Privacy Policy.
• Objectivity: the analysis is done by a team other than the one that caused the problem.
• Communication: we keep you informed of progress and always reply in writing.
• No retaliation: filing a complaint does not affect your account access or the service you receive.

Contact

Support email: [email protected]. Hours: Monday to Friday, 9:00 to 18:00 (Argentina time, excluding public holidays). For other matters, see the contact page.