Complaints

Making a complaint

Complaints are received by coincash customer service, through the online form or in the ways below. You can contact us in Hungarian or English, and we reply in the language you used.

By email

support@coincash.eu

By phone

+36 1 800 1355

Calls are recorded.

By post

Tiwala Solutions Kft., 1131 Budapest, Mosoly utca 40/A 1. em. 3., Hungary

In person

At our registered office, by appointment.

You can ask for an appointment by email or by phone.

Complaint form

The form does not work without JavaScript. You can also complain by email (support@coincash.eu), by phone (+36 1 800 1355), by post (Tiwala Solutions Kft., 1131 Budapest, Mosoly utca 40/A 1. em. 3., Hungary) or in person.

Fields marked * are required.

Your details

Are you complaining for yourself or for a company?

For myself For a company or other legal entity

First name

Last name

Email address

Confirm email address

Phone number

Customer ID (if you have one) If you do not know it, enter the email address you registered with.

Postal address (optional)

Address (street, house number, floor, flat) For a company, enter its registered office address.

Postcode

Town or city

Country

Are you complaining as a consumer?

Yes, if you are acting as a private individual, not for your work or business.

Yes No

I would like the reply sent to different contact details I am complaining through a representative

Your complaint

Which transaction or service is it about? For example, the order ID or the transaction hash.

What happened? If you can, describe events in the order they happened.

What would you like us to do?

Dates, loss and other comments (optional)

When did it happen?

What loss or harm did it cause you, if any?

Anything else

You cannot attach documents to this form. After you submit, we will show you how to send them by email.

Our reply

Which language are you writing in?

Magyar English

Would you also like a reply by post?

We always reply by email. For a reply by post, give your full postal address.

Yes, by post as well

We use your details to investigate and answer your complaint. You can read more in our privacy notice (opens in a new tab).

I have read the privacy notice.

Frequently asked questions

Do I have to use the form?

No. You can also describe your complaint in your own words by email or by letter.

Can someone else complain for me?

Yes, a representative can act for you. If so, send us the power of attorney as well.

What if I disagree with your reply?

If you are a consumer and you disagree with our reply, or we do not reply in time, you can turn to the two bodies below.

MNB Financial Consumer Protection Centre

You can ask the Magyar Nemzeti Bank, Hungary’s central bank, to check whether we have followed consumer protection rules.

Customer service: 1122 Budapest, Krisztina krt. 6.
Postal address: 1534 Budapest, BKKP Pf. 777.
Phone: +36 80 203 776
Email: ugyfelszolgalat@mnb.hu

MNB application forms (in Hungarian) (opens in a new tab)

Financial Arbitration Board (Pénzügyi Békéltető Testület)

The Board deals with disputes about the conclusion, validity, legal effects, termination or breach of a contract you have entered into, or intend to enter into, with us, and about the consequences of a breach.

Customer service: 1122 Budapest, Krisztina krt. 6.
Postal address: 1525 Budapest, Pf. 172.
Phone: +36 80 203 776 or +36 1 489 9700
Email: ugyfelszolgalat@mnb.hu

Board application forms (in Hungarian) (opens in a new tab)

Whether or not you are a consumer, you can also take the matter to the court with jurisdiction where Tiwala Solutions Kft. has its registered office.