Bitvavo complaints: how to solve your problem?
Fortunately, most people have mainly good experiences with the crypto exchange Bitvavo. Nevertheless, things can go wrong: in this article, we will discuss the best way to solve complaints & problems with Bitvavo. We will also discuss the most common complaints & solutions.
How can you receive support?
If you have a problem with your Bitvavo account, you can contact customer support. You can reach them on weekdays between 9:00 and 21:00 and on weekends between 10:00 and 18:00. The email address you can use for troubleshooting is [email protected].
How can you file a complaint?
Are you dissatisfied with the way Bitvavo solved your problem? Or do you feel that the solution offered is not sufficient? Please contact [email protected]. It may be wise to include a proposal on how your complaint could be resolved. Bitvavo will try to process all complaints within two weeks.
My account has been blocked
A common complaint at Bitvavo is that the account has been blocked. This often happens when there are questions about the use of your account. As Bitvavo is supervised by the Dutch Central Bank, they must strictly monitor what customers do with their accounts. If your account has been blocked, please contact Bitvavo to find a quick solution.
Bitvavo is offline
It doesn’t happen often, fortunately, but Bitvavo is sometimes less accessible due to a malfunction or problem. On April 25, 2021 for instance, Bitvavo was down for maintenance. When the website is down, you should take a look at their Twitter account: this is where they usually keep you informed about (un)planned downtime.
Problems with verification
There are also many complaints about the strict verification procedure you have to go through at Bitvavo. Documents are rejected because a photo is unreadable, or extra critical questions are asked. Annoying, but because of the registration with the Dutch Central Bank this is necessary. This way, you can be sure that Bitvavo follows all the important rules and doesn’t suddenly steal all your assets. Read more about the reliability of Bitvavo in this article.
Customer service limited availability
Another complaint I hear a lot about Bitvavo is that the customer service is too limited. You can’t call them to ask a question, and it often takes a day before you get a reply. Sometimes these emails get lost, which means users have to wait even longer for a proper response. In my review I already mentioned the customer service as one of the disadvantages of this exchange.
Spreads are too high
At Bitvavo, crypto prices are established by the constant interplay between supply and demand. When there is an imbalance between buyers or sellers in the market at any given time, it can be difficult to set a good price. Because of this imbalance, you sometimes have to pay more for a crypto when you buy it or receive less money for a crypto when you sell it.
Unfortunately, Bitvavo can’t do much about these market forces. Especially with high volatility, the spread can increase significantly. It might be wise to simply wait with buying or selling your crypto.
When we look at the complete figures, the number of complaints about Bitvavo are limited. On Trustpilot, over 10,000 people have reviewed Bitvavo and only 5% rate the platform as bad and 2% as poor. On the other hand, 61% of the users rate Bitvavo as excellent and 27% as good. Therefore, the majority doesn’t seem to have any major complaints or problems with Bitvavo.