Complaint Handling Procedure

Rothbard.eu strives to maintain a high standard of customer service and values the satisfaction of customers who use the cryptocurrency ATMs featured on the website and related services. If you encounter any problems or are dissatisfied with the Service, we have developed a comprehensive complaint resolution procedure to ensure that your case is handled promptly and fairly.

1. Filing a complaint

If you wish to file a complaint regarding the Service, you can do so through the following channels:

• E-mail: Send a detailed message to [email protected] with the subject "Complaint".
• Phone: Please call the number listed in the “Contact” section of the website.
• Online Form: Please fill out the complaint form available on the website.

When submitting a complaint, please provide the following information:

• Full name: as recorded in the Service.
• Description of the problem: a detailed description of the situation, including the circumstances that led to filing the complaint.
• Date and time of the incident: If applicable, please provide the exact date and time when the problem occurred.
• 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 would prefer email or telephone contact for further clarification.

2. Confirmation of receipt 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 Handling of Complaints

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

• Review of transaction records: verification of transaction data, including blockchain records, to verify 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 information required 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 from the complaint analysis.
• Resolution of the problem: information about the actions taken to resolve the reported issue or a proposal for compensation.
• Next steps: Guidance on any further steps you may need to take in connection with the resolution of the matter (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 the Terms of Use, you may be required to submit a claim to binding and final arbitration. Detailed information about arbitration and its scope can be found in the Terms of Use.

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

6. Confidentiality

All information submitted in connection with a complaint is treated as confidential and used solely to investigate and resolve the matter. Only authorized personnel involved in the complaint resolution process have access to it.

7. Record keeping

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

8. Reference to the Terms of Use

We would like to remind you that the use of cryptocurrency ATMs featured on the website is subject to the accepted Terms of Use. These include, among other things, provisions that may affect how complaints are handled, including a requirement to submit disputes to arbitration and limitations on liability.

9. Continuous improvement

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

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