Complaints

Last updated: October 19, 2026

If something has gone wrong with your Vembit account, a trade, a deposit or a withdrawal, we want to hear about it and put it right. This page explains how to complain and what happens next. It is part of our Terms of Service.

1. How to complain

Email support@vembit.com from the email address on your account, with the word “Complaint” in the subject line. Please include:

  • your name and your Vembit handle;
  • what happened, and what you expected to happen;
  • the date and time (and your time zone);
  • any IDs that help us find it: the position or order ID, the deposit or withdrawal ID, or the transaction hash;
  • screenshots, if you have them;
  • what you would like us to do.

We will never ask for your password or a sign-in code. Do not send them to anyone.

2. What happens next

  • We aim to confirm within 2 business days that we have received your complaint.
  • We investigate using our own records, such as the price feed, order and position history and the cash ledger of your account, and we may ask you for more information.
  • We aim to send you our answer in writing within 15 business days of receiving your complaint, explaining what we found and what we will do.
  • If a complaint is complex and we need more time, we tell you why and when you can expect our answer.
  • If we got something wrong, we put it right, for example by correcting a trade or crediting your account.

3. If you are not happy with our answer

Reply to our answer and ask for a review. A senior member of the Vembit team who was not involved in the first answer will look at the complaint again, and we aim to send you the result in writing within 15 business days. That review is our final answer.

4. Outside Vembit

Vembit is not a member of an ombudsman or independent dispute resolution scheme. Depending on where you live, you may be able to contact a consumer protection authority or go to court. Making a complaint to us does not take away any rights you have under the law.

For complaints about how we handle your personal information, see section 7 of our Privacy Policy.

5. Records

We keep a record of every complaint and our answer, and we use complaints to find and fix problems for everyone.

Our other policies: Terms of Service · Privacy Policy · Risk Disclosure · AML & KYC Policy · Cookie Policy · Deposits & Withdrawals · Responsible Trading · Delete your account