Complaints

Who can complain

Anyone who uses or has used Pitiklini’s services, or someone on their behalf with their authorization.

Crypto-asset services are provided by the service provider, whose details are in the legal notice, and it is responsible for deciding complaints about them. We receive them through any of the channels on this page and send you its decision. Legal notice

Which complaints are admissible

• Those about a service we have provided to you or that you requested.
• Those that say who is complaining and how to reply to them.
• You do not need to use the template or send documents at the outset, and there is no charge to file or handle it.
• If a complaint cannot be admitted, we tell you why when we acknowledge it.

How to file it

• With the form on this page.
• In the app, if you have an account, under Help › Complaints.
• By email, to soporte@pitiklini.com.
• By post, to Calle San Agustin 76, C/P 38410, Los Realejos.

You can use the official European Union template (a fillable PDF), but it is not required: just tell us what happened.

Download the template (PDF)

In Spanish or English, and in the official language of any other European Union country from which you use the service. We reply in the language you complain in.

What to include

Your name and how to reply to you; the service and, if any, the transactions involved; what happened and when; the harm and what you ask of us. If you have documents, tell us which and, if they are needed, we will ask you for them. We will not ask for what we already have.

Who handles it

Customer service department. Email: soporte@pitiklini.com. Phone: +34661175582. Postal address: Calle San Agustin 76, C/P 38410, Los Realejos.

Steps and deadlines

1. When we receive it we send you an acknowledgement, with its reference, the date we received it, the deadline, who to contact and a copy of what you sent.
2. If anything is missing to understand it, we ask you as soon as possible, and we tell you about each step we take.
3. We reply in writing within 15 calendar days at most from receipt, addressing every point you raise and giving our reasons.
4. If it concerns identity verification, deposits (except held or returned ones), withdrawals, buying with euros, or buying, selling and converting crypto, which the provider provides, the deadline is 30 calendar days at most. If in an exceptional case it cannot be met, we tell you before it expires, with the reason and the date you will have the reply.

We write to you by email or, if you ask us to, on paper to your postal address.

How it is recorded

Each complaint gets a reference and is kept in an electronic register with restricted access, with every step and the reply. We review it continuously so that similar cases get the same answer.

If you disagree with the reply

• If the complaint concerns identity verification, deposits (except held or returned ones), withdrawals, buying with euros, or buying, selling and converting crypto and you disagree with the reply, or do not receive it in time, you can file a complaint with the Complaints Service of the Spanish National Securities Market Commission (CNMV).
• If it concerns anything else and is not resolved, the reply will tell you which consumer alternative dispute resolution body you can turn to.
• In either case, you can also go to court.