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Before You File a Complaint

  • Updated

A "Complaint" is a formal expression of dissatisfaction where you expect a specific resolution or response. Before filing a formal complaint, please note the following:

Initial Support First

You must first attempt to resolve the issue directly with our Customer Support. A formal complaint is generally a next step if you are unsatisfied with the initial support outcome.

What is Covered

This process covers issues such as trading fees, market movements, order execution, account security, withdrawal delays, and platform outages.

What is Not Covered

This process is distinct from general feedback, simple requests for information, code of conduct reports, or "whistleblowing" (public interest disclosures).

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This website is operated by HDR Global Trading Limited, a company incorporated under the International Business Companies Act of 1994 of the Republic of Seychelles with a company number of 148707 and registered address at Global Gateway 8, Rue de la Perle, Providence Mahé, Seychelles (“HDR”). HDR wholly owns BitMEX, a Bitcoin-based trading platform.


Access to trading or holding positions on BitMEX is prohibited for any person or entity that is located, incorporated or otherwise established in, or a citizen or a resident of: (i) the United States of America, Québec (Canada), the Hong Kong Special Administrative Region of the People’s Republic of China, the Republic of Seychelles, Bermuda, Cuba, Crimea and Sevastopol, Iran, Syria, North Korea or Sudan; (ii) any state, country or other jurisdiction that is embargoed by the United States of America; or (iii) any other jurisdiction where the services offered by BitMEX are restricted (collectively “Restricted Jurisdictions”). If it is determined that any BitMEX user has given false representations as to their location, incorporation, establishment, citizenship or residence, or HDR detects a user is from a Restricted Jurisdiction as described above, HDR reserves the right to immediately close their accounts and liquidate any open positions. HDR may, in its sole discretion, implement controls to restrict access to the BitMEX trading platform in any of the Restricted Jurisdictions.