How to raise a complaint, provide useful evidence, request review and retain access to applicable external remedies.
Version 2.0Updated 15 Jan 20267 sections
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1. Operator and submission channels
Complaints about the investor services of Benzig Jwelsg Digital Solutions N.V., registration number 548658, registered address Zuikertuintjeweg Z/N, Willemstad, Curaçao may be submitted through the Support page or [email protected]. Clearly identify the account, product and disputed outcome. A complaint can concern account access, a transfer, an order, a distribution, a loan, repayment allocation, a pool operation, fees or personal-data handling. There is no charge merely to submit a complaint to us.
2. Information that helps investigation
Provide the relevant transaction, order, loan or operation ID, currency, network, amount, approximate time, expected result and remedy requested. Include a blockchain hash or a relevant screenshot where available, but redact unrelated personal data. Keep the original quote, receipt and communication. Do not send passwords, authentication codes, private keys or another person’s full identity documents. We may seek proportionate proof that you may discuss the account.
3. Urgent compromise and uncertain payments
For suspected account compromise, notify Support immediately, secure email and available authentication and avoid further instructions from an untrusted device. For a missing response, check the existing reference before making a new payment or loan request. A complaint alone does not reverse an irreversible blockchain transfer or automatically suspend an otherwise valid debt; a substantiated dispute about payout or accounting must nevertheless be reviewed.
4. Acknowledgment, review and updates
We should acknowledge a sufficiently identified complaint, retain a reference, review relevant service and transaction records and request only information needed for the issue. Where the matter is complex or delayed, we should explain the available reason and the next step. Applicable statutory response and escalation deadlines prevail; this document does not assert a universal regulatory deadline or an accreditation not held by the Operator.
5. Outcome, correction and reconsideration
A response should explain the material findings, any correction, refund or other remedy, or why the requested outcome was not accepted, so far as law permits disclosure. If you disagree, ask for reconsideration and identify the evidence or reasoning requiring review. A valid refund or correction must be reconciled against the original reference; an unsolicited intermediary or a fresh unverified payment address is not part of our complaint process.
6. External rights and governing law
Internal support is an initial resolution route and not an exclusive arbitration agreement or waiver of court access. Curaçao law applies only to the extent of a valid choice and does not displace mandatory consumer or home-jurisdiction protections. You may approach a competent court, authority or data-protection regulator where applicable rights permit. We do not represent membership of a particular ombudsman, investor-compensation scheme or dispute body unless it is specifically identified and verifiable.
7. Privacy, representatives and records
Complaint records are handled under the Privacy Policy for investigation, evidence, communication and applicable retention duties. An authorised representative may act with proportionate evidence of authority; use a secure route for necessary documents. We should not disclose another customer’s private account information while explaining your outcome. An archive of legal text is not itself a customer acceptance or complaint record.
