Complaints Procedure Knaken Cryptohandel B.V.

At Knaken Cryptohandel B.V., we are committed to treating our users fairly and transparently. If you are dissatisfied with any of our services, we encourage you to file a complaint so we can investigate and resolve the issue.

Filing a complaint is free of charge, and we take every complaint seriously in accordance with our regulatory obligations under the Markets in Crypto-Assets Regulation (MiCA).

How to File a Complaint

Please follow these steps to submit your complaint:

Step 1: Identify the Issue

Determine the exact nature of your concern. Complaints may relate to unfair practices, incorrect or misleading information, or any dissatisfaction with the crypto-asset services of Knaken Cryptohandel B.V.

Step 2: Gather Relevant Information

Prepare the following details to support your complaint:

• Your full name and contact information (address, phone number, email)

• A clear description of the issue

• Relevant supporting documentation

• The service involved

• A timeline of the events
  
  

Step 3: Attempt to Resolve the Issue Informally

We recommend reaching out to the Knaken Cryptohandel B.V. support team first. If the issue remains unresolved, you can proceed with submitting an official complaint.

Step 4: Provide Required Information

You may submit your complaint using our Complaint Form or provide the required information directly by email or post. Please ensure your submission includes:

• Your personal details and, if applicable, client ID or registration number

• A detailed description of the complaint, including dates, amounts, and past communication

• Relevant documents (if not already held by Knaken Cryptohandel B.V.)

• References to the crypto-asset service or transaction concerned

• A clear timeline of the incident

You may file your complaint in:

• English or Dutch (languages used by Knaken Cryptohandel B.V.)

• The language of the home Member State (Dutch)

• The official language(s) of any host Member State, provided English is used
  
  

Step 5: Submit Your Complaint

You can submit your complaint to the Complaints Officer of Knaken Cryptohandel B.V., through the following channels:

• Email: [email protected]

• Post:

  Knaken Cryptohandel B.V.

  Schiedamse Vest 154

  3011 BH Rotterdam

  The Netherlands
  
  

Step 6: What to Expect

• We will acknowledge receipt of your complaint within 5 business days.

• You will receive a substantive response within 40 business days from the date we receive your complaint.

If you have any questions about the complaints process, feel free to contact us.

Version: 30 January 2026