Complaints: how to raise one and our timelines

Complaints: how to raise one and what happens next

You can complain to Flipster FZE free of charge through the complaint form, by email to [email protected] or by live chat; it acknowledges a complaint within one week, aims to resolve it within four weeks and gives a final response within eight weeks, after which an unresolved complaint can be referred to VARA, which licenses Flipster FZE under VL/26/07/002.

Last updated 2026-10-11, version 1.0, concept summary

In plain language

This is a concept summary of the procedure in the Flipster FZE Public Disclosure, last updated on 18 June 2026 (flipster.io/policies/public-disclosure-uae), which is the binding text.
A complaint costs nothing, and you get a case reference within one week.
Customers of Flipster Corp, the global platform, should read section 4.

How to make a complaint

Flipster FZE accepts complaints through three channels:

the complaint form, a support ticket opened in the Flipster help centre;
email to [email protected];
live chat.

Include your account email, the dates, any transaction references and the outcome you seek. No fee is charged. For a general question, see all support channels.

Timelines

Within one week you receive a formal acknowledgement with a case reference number.
Within four weeks Flipster FZE aims to resolve the complaint. In extraordinary circumstances it is escalated to the Compliance Officer.
After six weeks, if the complaint is still open, the Compliance Officer sends an update and a new timeframe of no more than 50 days from the date of the complaint.
Within eight weeks the Compliance Officer gives a final response.

No member of staff involved in the subject of the complaint takes part in resolving it. Complaint records are kept for at least eight years.

If you are not satisfied

The final response explains how to refer an unresolved complaint to the Virtual Assets Regulatory Authority (VARA), which licenses Flipster FZE under VASP Licence VL/26/07/002 (register entry). No ombudsman, external dispute resolution body or compensation scheme is stated for either Flipster company. See the licence and regulator details.

Customers of Flipster Corp

The published procedure belongs to Flipster FZE. If your account is with Flipster Corp, start with a support ticket. The Terms of Use, last updated on 24 June 2026, then provide for a notice of claim and for arbitration administered by the Singapore International Arbitration Centre, with its seat in Singapore, under English law. Whether Flipster Corp applies the same timelines is not published.

See the terms of use and dispute resolution, the Flipster legal entities and the frequently asked questions.