Complaints & Appeals Policy

Tradeiators aims to handle complaints fairly, consistently and transparently, including complaints about account restrictions, competition results, technical events, payments, refunds, reward payouts, privacy and customer service.

A complaint may be submitted through the complaint form or complaint/support email published on the Platform. The user should provide the account ID, activity or transaction reference, dates, a concise description and any supporting evidence.

Tradeiators aims to acknowledge a formal complaint within 1–2 business days and provide a complaint or ticket reference.

The reviewer may examine account records, simulated trading logs, competition rules, technical logs, payment information, KYC records and prior communications. The user may be asked for additional information.

Tradeiators aims to provide a substantive outcome within 10 business days. If a matter is complex or depends on a payment provider, security investigation or third party, we will provide an update and a revised expected timeframe.

The written outcome should summarize the issue, state the decision, explain the principal reason to the extent lawful, and identify any remedy or next step.

A user who disagrees with the initial outcome may request one internal appeal. The appeal should, where reasonably possible, be reviewed by a senior person who was not the original decision-maker.

The appeal may confirm, modify or overturn the original outcome. Security-sensitive or fraud-detection details may be withheld where necessary to prevent circumvention.

Where a complaint concerns a suspended account or withheld payout, Tradeiators should distinguish between an investigation hold and a final decision. Legitimate cash balances and earned rewards should not be forfeited merely because a complaint or review exists.

Complaint records will be securely retained for a period appropriate to legal, operational and dispute-resolution needs. Personal data will be handled under the Privacy Policy.

Nothing in this Policy limits any mandatory right a user may have to complain to a payment provider, card issuer, data-protection authority, consumer authority, court or other competent body.