AU

Complaints & Disputes

(Last updated: 28/01/2026)

WhiteBIT is committed to delivering exceptional service that meets and exceeds our customers' expectations. However, we understand that issues may occasionally arise. If you have any concerns about our services or wish to raise a dispute, please don't hesitate to contact us for assistance.

Customer Support:

The first point of contact is our support team, available via Live Chat, our Help Centre, or via email at support@whitebit.au.

Our support team will work closely with you to resolve your issue as quickly as possible.

Formal Complaint:

What is a complaint?

A complaint is defined as:
“An expression of dissatisfaction made to or about us; related to our products, services,
staff or our handling of a complaint, where a response or resolution is explicitly or
implicitly expected or legally required”.

How to lodge a formal complaint:

To lodge a formal complaint, please email your complaint to complaints@whitebit.au

When making your formal complaint, please ensure the following information is provided:

  • Your full name
  • Email address associated with your WhiteBIT account
  • Phone number (in the event we need to call you)
  • How you wish to be contacted (phone, email, etc)
  • What your complaint is about
  • What you are seeking to resolve the complaint.

We may also request additional information to assist us with our investigation.

Communication should be written in English.

It is free of charge to lodge a formal complaint.

Investigation process:

We will acknowledge your complaint no later than 1 business day.

If we cannot resolve your complaint immediately, we will need time to investigate and aim to resolve your complaint no later than 20 business days. However, resolution times may vary depending on the complexity of the issue or other unforeseen circumstances. We will communicate with you if any additional time is needed to resolve your complaint.

Further Escalation:

If you are not satisfied with the outcome of your complaint, you can contact the Australian Financial Complaints Authority (AFCA).

AFCA

We are a member of AFCA, our membership number is 101148.

You can contact AFCA using the following details: