Complaints

Last Updated: \March 26, 2026

How to File a Complaint

Bit1 Ventures is committed to resolving user concerns promptly and fairly. If you have a complaint about our services, please follow the process outlined below.

Step 1 — Contact Customer Support

For general issues, account concerns, or service-related complaints:

• Email: [email protected]

• Help Center: Available through the Platform at bit1.com

Our support team will acknowledge your complaint and provide a ticket number for tracking. We aim to respond to all inquiries within 24 hours.

Step 2 — Escalation

If your complaint is not resolved to your satisfaction through customer support, you may escalate it by submitting a formal written complaint to our legal and compliance team:

• Email: [email protected]

Your written complaint should include:

• Your full name and Bit1 account email address

• Your support ticket number (from Step 1)

• A detailed description of the issue

• Supporting documentation (screenshots, transaction IDs, etc.)

• Your desired resolution

We will acknowledge receipt of your formal complaint within 5 business days and aim to provide a resolution within 30 business days.

Step 3 — Dispute Resolution

If your complaint remains unresolved after the formal complaint process, you may pursue dispute resolution as outlined in our Terms of Service (Section 24), which includes:

1. Good faith negotiation (mandatory first step)

2. Written Notice of Claim to [email protected]

3. ICC Arbitration seated in San Salvador, El Salvador

What We Cannot Help With

• Trading losses: We are an execution-only platform and are not responsible for trading decisions or market outcomes

• Third-party services: Issues with external wallets, other exchanges, or blockchain networks

• Tax or legal advice: Please consult qualified professionals for your specific situation

Our Commitment

We take all complaints seriously and use them to improve our services. All complaints are reviewed by our compliance team, and systemic issues are escalated to management for process improvement.