Last updated: 7 November 2026
If something has gone wrong, we want to fix it quickly and fairly.
How to complain
- Email support@bitmousecrypto.com with the subject "Complaint", or use the contact form.
- Include your name, the email on your account, what happened, the transaction ID if any, and what you would like us to do.
- Never include your password, 2FA code or recovery words.
What happens next
| Step | Timing |
|---|---|
| We confirm we received your complaint and give you a reference number | Within 2 working days |
| A team member investigates and may ask for more information | As needed |
| We send our final response with our decision and reasons | Within 15 working days, or we explain the delay and give a date |
If you are not satisfied
You may refer your complaint to the regulator or consumer-protection body in your country, for example the SEC Nigeria, the Capital Markets Authority of Kenya, the FSCA or FAIS Ombud in South Africa, or the Bank of Ghana, depending on the service.