At InCoin Tradelt s.r.o., we are committed to providing transparent and professional service to all our clients.
If you are dissatisfied with any aspect of our services, you have the right to submit a complaint so that we can review and address your concerns promptly and fairly.

Step 1 – Submit Your Complaint

You can submit your complaint through several channels.

You may complete the online complaint form available on this page, or download the Complaint Form (PDF), fill it out, and send the completed form by email to admin@incoin.ai, including all relevant details and supporting documents. You may also send your completed form by post to InCoin Tradelt s.r.o., Chudenická 1059/30, 102 00, Praha 10 – Hostivař. For urgent matters or general assistance, you can contact our customer service team by phone at [phone number]. Please note that formal complaints must be submitted in writing—via the online form, email, or post—to ensure proper handling and documentation.

Step 2 – Acknowledgment of Your Complaint

Once we receive your complaint, we will send you an acknowledgment of receipt within two (2) business days.
This acknowledgment will confirm that your complaint is being reviewed and will provide a reference number for tracking.

Step 3 – Complaint Review

Your complaint will be reviewed by our compliance or customer support department.
We may contact you if additional information or clarification is required to properly investigate your case.

Step 4 – Resolution

Each complaint is carefully reviewed and resolved on a case-by-case basis, depending on its nature and complexity. Once our review is complete, you will receive a written response outlining our findings and any actions taken. If additional time is required to complete the review, we will inform you accordingly. All complaints are handled fairly, objectively, and in accordance with our internal procedures.

Additional Information

• Complaints must be submitted in English.
• To help us resolve your issue efficiently, please include all relevant details, such as dates, transaction IDs, screenshots, or correspondence related to the issue.
• All complaints are handled confidentially and in accordance with our internal procedures and data protection policies.