Complaint Handling Procedure

Rothbard.eu strives to provide the highest level of service and values the satisfaction of customers using our bitcoin ATMs and related services. If you encounter any problems or are dissatisfied with our services, we have developed a comprehensive complaint handling procedure to ensure that your case is handled quickly and fairly.

1. filing a complaint

If you wish to make a complaint about our services, you can do so through the following channels:

• E-mail: Send a detailed message to [email protected] with the subject line "Complaint."
• Phone: please call the number indicated in the "Contact Us" section of our website.
• Online form: please fill out the claim form available on our website.

When submitting a claim, please provide the following information:

• Full name: as registered in our services.
• Description of the problem: a detailed description of the situation with the circumstances leading to the complaint.
• Date and time of the incident: if applicable, please provide the exact date and time of the problem.
• Transaction details: in case of a complaint about a specific transaction, please provide the transaction ID, amount, type of cryptocurrency and wallet addresses.
• Preferred method of contact: please indicate whether you prefer email or telephone contact for further clarification.

2 Confirmation of acceptance of the complaint

Upon receipt of the complaint, Rothbard.eu will send you an acknowledgement within two business days. In this message, we will inform you that the complaint has been registered, and we will provide the expected time needed to process it.

3. analysis and processing of complaints

The submitted complaint will be thoroughly reviewed by our customer support team. This process may include:

• Review of transaction records: verification of transaction data, including blockchain records, to confirm the details described in the complaint.
• Internal data analysis: review of video recordings, timestamps and communication records related to the case.
• Request for additional information: if necessary, we will contact you to obtain more detailed data necessary to fully understand the problem.

4. response to the complaint

Rothbard.eu strives to process all complaints within 14 business days from the date of receipt. If, due to the complexity of the case, a longer period of time is necessary, we will inform you of this with a new expected date for completion of the process.

The response to the complaint will include:

• Results of the investigation: a summary of the findings and conclusions of the complaint analysis.
• Resolution of the problem: information about the actions taken to resolve the reported issue or a proposal for redress.
• Next steps: Guidance on the next steps you may need to take to resolve the case (if applicable).

5 Escalation and follow-up

If you are not satisfied with the solution presented, you have the right to escalate your complaint. You may:

• Ask for reconsideration by senior management.
• Contact the relevant regulatory authorities or consumer organizations, in accordance with applicable law.

Arbitration: Under our Terms of Use, you may be required to refer your claim to binding and final arbitration. For details on arbitration and its scope, please refer to our Terms of Use.

Regulatory authorities: Depending on your jurisdiction, you may be able to file a complaint with local financial services or consumer protection regulators.

6 Confidentiality

All information provided in connection with a complaint is treated as confidential and used only for the purpose of investigating and resolving the case. Only authorized persons involved in the complaint resolution process have access to them.

7 Record keeping

Rothbard.eu keeps records of all complaints, including details of the investigation, correspondence and information on actions taken, for at least 10 years. This is to improve our services and ensure compliance with laws and regulatory requirements.

8 Reference to Terms of Use

We would like to remind you that the use of our Bitcoin ATMs is based on the accepted Terms of Use. They contain, among other things, provisions that may affect the handling of complaints, including the requirement to refer a dispute to arbitration and limitations of liability.

9. continuous improvement

Rothbard.eu is committed to continuously improving the quality of its services and complaint handling procedures. We regularly analyze the feedback and submissions we receive in order to identify areas for improvement and enhance the experience and offerings for our customers.

Thank you for taking the time to review our Claims Handling Procedure.
If you have any questions or concerns, please contact us at [email protected].

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