This policy outlines the process for submitting, handling, and resolving complaints related to the services provided by GMWallet, in compliance with the Markets in Crypto-Assets Regulation (MiCA), Digital Operational Resilience Act (DORA), the applicable laws of the Republic of Lithuania, United Kingdom and Estonia.
In the event of an infringement of Your rights with respect to the Services, please send a complaint to [email protected]. The User shall have to apply to GMWallet no later than within three months after the day when the User became aware or ought to have become aware of an infringement of their rights or lawful interests.
GMWallet will acknowledge receipt of the complaint without undue delay. A formal response will be provided within fourteen (14) calendar days of receipt. If a full response cannot be provided within this timeframe, the User will be informed of the delay and the final response will be issued no later than thirty-five (35) calendar days from the date of the initial complaint.
In a case where GMWallet has refused to resolve the User's complaint, or the User does not agree with the solution offered by GMWallet and considers that the User’s rights have been violated or the User’s interests have been harmed, the User may lodge a complaint concerning:
- Account services with the Financial Ombudsman Service,
- Cryptocurrency services with the State Consumer Rights Protection Authority of Republic of Lithuania,
- Payment card services with the Republic of Estonia Consumer Protection and Regulatory Authority.
GMWallet maintains internal records of all complaints received, including actions taken and resolutions provided, for a minimum of five (5) years, in accordance with applicable regulatory obligations.
All complaints and responses are reviewed periodically as part of GMWallet’s ongoing commitment to compliance, transparency, and service improvement.