We take complaints seriously and we publish this procedure in line with MiCA Art. 75 (handling of complaints) read with Art. 68 (organisational requirements). Even though Predikt is not a licensed CASP today, we apply the same standard voluntarily, because a working complaints loop is the only way to catch what we got wrong.
1. How to file a complaint
You can file a complaint in two ways. Both reach the same intake queue and both create a ticket with a tracking reference.
- By email: complaints@predikt.markets. Please include your wallet address (if relevant), the trade identifier or market URL, and a clear description of the issue.
- Via the form below: the form posts to our intake endpoint and you receive an automated reference number on submission.
2. Service-level commitments
- Acknowledgement: 48 hours (two business days) from receipt. The acknowledgement confirms your reference number and the name of the agent assigned.
- Substantive response: 14 days from receipt. If we need longer (for example, when waiting on validator data from Hyperliquid), we will tell you why and give you a revised deadline.
- Full resolution target: 30 days, in line with the MiCA Level 2 guidance on complaint handling.
3. What happens internally
- Intake — your complaint is logged in our complaints register with a unique reference.
- Triage — a triage officer classifies the complaint (trade execution, geo-block, fee, AI fair-value, GDPR, other) and routes it.
- Investigation — the assigned owner gathers evidence, including the audit log entry for the relevant trade if applicable.
- Response — we respond in writing, in the language of your complaint where reasonably possible.
- Closure — the case is closed only after you confirm the response, or after 14 days of silence following the substantive response.
4. Escalation if you are unhappy with our response
You have a right to escalate. The right forum depends on where you live and what kind of issue you have.
- Primary regulator (Estonia): Predikt OÜ is being incorporated in Estonia. The primary forum is the Estonian Financial Supervision Authority (Finantsinspektsioon) for matters relating to crypto-asset services.
- Cross-border EU: for issues touching financial services across borders, the European Securities and Markets Authority (ESMA) coordinates with the relevant National Competent Authority of your country of residence.
- Consumer ODR (any EU country): the EU Online Dispute Resolution platform (Regulation 524/2013) is available to consumers domiciled in the EU and lets you start an alternative-dispute-resolution procedure online, free of charge.
- Data protection complaints: lodge with the data protection authority of your country of residence (in France: the CNIL; in Germany: the BfDI; etc.).
5. File a complaint now
The form below posts directly to our intake endpoint. It works without JavaScript — the page reloads with your reference number on success.
6. Complaints register and transparency
We maintain an internal complaints register reviewed quarterly. Once we cross 100 closed cases, we will publish anonymised quarterly summary statistics — count by category, median response time, resolution rate — on the Transparency page.
Draft note (2026-05-27): Procedure subject to external counsel review and Estonian Financial Supervision Authority guidance. Targets reflect MiCA Art. 75 Level 1 expectations and will be hardened as the Level 2 RTS/ITS are published.