File a complaint

At CoinGate, we take every complaint seriously and are committed to resolving them efficiently and fairly. Our process adheres to the Markets in Crypto-Assets (MiCA) Regulation (EU) 2023/1114, effective January 1, 2025.

Email complaints@coingate.com View full complaint handling process

Your complaint
must include

Your name and surname
The email address linked to your CoinGate account
A clear description of the issue — please be as specific as possible
Any supporting documents (screenshots, transaction IDs, receipts, etc.)

You may also download and use a complaint form.

How we respond

We’ll review your complaint and reply by email, in English or Lithuanian unless agreed otherwise.

schedule

15 business days

You’ll receive our final response within 15 business days of your complaint.

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35 business days

In exceptional circumstances, within 35 business days — in which case we’ll let you know.

Not satisfied with our response?

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Consumers (customers/shoppers)

You may refer your complaint to the Bank of Lithuania within 1 year of the date you first contacted us, as the out-of-court dispute resolution authority. To retain this option, make sure you first raise your complaint with us within 3 months of becoming aware of the issue.

Bank of Lithuania — 4 Totorių str, LT-01121 Vilnius, Republic of Lithuania.

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Business customers

If you believe we have breached the law, you have the right to apply to any competent court.

This process is governed by the Markets in Crypto-Assets Regulation (EU) 2023/1114 (MiCA). UAB Decentralized is authorised by the Bank of Lithuania as a Crypto-Asset Service Provider (LB002323) and as a Payment Institution (LB002324).