Read this first
Response times may vary. No external financial ombud is identified on this page. This procedure does not limit rights available under applicable law.
01
How to submit
- Email support@fastora.to with the subject “Formal complaint”.
- Include your username or account email, but never include your password, OTP, PIN or private key.
- State the product, date, amount, transaction or order reference, and the outcome you want reviewed.
- Attach relevant proof only after checking that the email address is exactly support@fastora.to.
- For suspected account takeover or active fraud, write “URGENT SECURITY” in the subject.
02
Review and escalation
- Fastora should acknowledge the complaint and give it a reference.
- Support may ask for evidence needed to identify the account and understand the issue.
- A reviewer should consider transaction records, communications and the applicable product rules.
- If you disagree with the first response, reply with “Escalation request” and explain what was missed.
- Privacy complaints may also be taken to the applicable data-protection authority.
03
Preserve useful evidence
Keep payment proof, bank references, blockchain transaction hashes, wallet addresses, dates, chat messages and screenshots. Do not edit originals. A complaint does not automatically reverse a blockchain transfer or freeze an external bank payment.
Primary references
Standards and official sources
These links explain the public standards referenced above. They do not certify or approve Fastora.
Explore official references across 24 jurisdictions →