Once you submit a complaint, here is what happens:
Step 1: Acknowledgment
Our Customer Support Team will acknowledge receipt of your complaint, typically within5 Seychelles business days.
You will receive a reference number to track your case.
Step 2: Investigation
A Customer Complaints Officer will review your submission.
If the issue is straightforward (e.g., fee disputes), we aim to provide a resolution within20 Seychelles business daysof acknowledgement.
Complex issues may be escalated to senior management (such as the Head of Customer Support, Head of Institutional Sales, or Head of Product), depending on the nature of the problem.
Step 3: Decision & Communication
You will receive a written response explaining the outcome, including whether your complaint was upheld or denied and the reasons for the decision.
This communication will be sent within10 Seychelles business daysof a resolution being reached.
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.